Bad Service - Insurance Claim

I had a house-breakin on the 14th of December. The case was reported to the Police on the same day, they came and did their investigation. Friday the 15th the Claim was logged with Santam and eversince I had the run around with them. 2 weeks later I must follow up with the Assessor to get feedback. All Santam can tell me is that they have skeleton staff and Fridays they only work halve days. What happened to their Motto "We looking for reasons to pay rather than to reject" all documents have been completed and relevant photos mailed. Now that I'm following up on the claim they all of a sudden need an inventory list of my household items. This they should have requested when the policy was taken out or at least when the claim was registered, not 2 weeks later after I had to follow up. My installment increased without any notice yet the claim is still not processed. I am utterly disappointed with the poor service delivery. It's not my job to follow through with this claim.