bad service - Santam Travel insurance

Santam travel insurance - the worst company to deal with . I have been trying for a month to finalise a claim with them . I corresponded via email , sent the documents they requested , no one comes back to you . I mailed to follow up , only to be asked another document - this has now happened 3 times . I contacted the manager , left a message , she did not return my call . Mailed her no response . Do they take no pride in their work . Where is the service i have paid for ? Never again