Bad service

I have a car insurance with Santam Limited last week on 13-03-2020 my car keys broke inside the car ignition. I lodged a claim with Santam insurance for the car keys. It took them 5days to process my claim and to appoint an assessor. On Thursday(19-03-2020), assessor was appointed and the assessor called me on Friday telling my claim has been approved they will process the payment on the same Friday. It's now Tuesday 24March 2020. My car doesn't have a key. And there's a total shutdown coming up. This is really frustrating from Santam.