BAD SERVICE TO CLIENTS REGARDING CLAIM

Good day,<br> <br> My mom whom is based in Newcastle KZN had a minor accident just about 3 months ago which turned out to have caused more damage internally than any1 had anticipated to the point that the vehicle was undrive-able.<br> She processed a claim on 04/08/2015 and received a claim number FSP31790 and was informed that an assessor would be sent through from GP and thereafter no assessor and communication made with her. She took her car to the nearest repair centre, where Santam requested that the car be disassembled so the mechanic would evaluate the damage and submit a report to them of which was done, but no feedback was provided<br> <br> She attmptd contacting Santam but no1 seemed interested in assisting her or responding to her. She inturn took the matter to her lawywers to intervene round about a month after submitting the initial claim.<br> The lawyers sent an email on the 07.09.15 requesting some feedback and progress on the claim and all Santam did was to respond to the email 2 weeks later by merely attaching her Policy doc which basically said nothing and mentioned no exclusions? Its been 3 mnths now & no way 4ward & no car.<br> Is this the kind of service that should b xpectd from Santam?