Bad service

I register a collision claim on 14 September 2024, i requested a week later to change the service provider due to bad service, until today i didn't receive any feedback or update on this claim. The service provider then phone the assessor to tell them i cancel whereas i never spoke to them about my claim, i just took my car. Only when the assessor phone me i told him i want to change the service provider, now it's already 10 working days without any update, I'm not sure if it's a punishment to delay the process. It don't make sense that the service provider phone the assessor on my behalf to discuss the claim whereas no work was done on my car yet. I'm really disappointed in Santam but im sure I'll get to the bottom of this. On 15 October, the new service provider request also a update on authorization, no success. i send yesterday 2024/10/31 a request for an update on authorization to their Claims department and Customer care, no response from either. This morning i send a e-mail to their claims department and Customer care to cancel a windscreen chip claim, they respond but ignore my request on a update on a existing claim that was send to the same e-mail address.