Bad service from Santam

I lodged a claim regarding a leaking chimney and fireplace that needs repairing. The roof has been sealed and representatives have inspected the problem. The repairs have apparently been approved but I have heard nothing from Santam. Despite numerous telephone calls, having been promised that somebody will get back to me, I have heard nothing at all from Santam. I have been insured through AON for many years. Such poor service is disgusting.