Big drop in Santam service

I used to have policy with Santana for almost two years plus, and I had to cancel that policy simple because I had been offered a deal for my vehicle and the deal was supposed to be executed the day I cancelled my policy. Coming back from overseas the deal unfortunately cancelled and I phoned Sanatm (10 days after cancellation) to either reactivate the old one or the quote me on a new one. I phoned Santana on Thursday and I've been told that it's OK to reactivate and whoever chatted to me diverted my call to another agent. As we were in the middle of TsCs I had company fire evacuation so I told that agent to phone me back. I missed one call simply because we were busy taking the fire escape stairs. No call from Santana since then. I phoned the next day (Friday) and told the same story, again been diverted to another agent whom informed me that I should get feedback on Monday? I even asked "but I will be not covered for the entire weekend and I don't feel safe, which was the whole ideas of me phoning Santana the moment I returned to SA to get the cover back". The person said she will follow up but once again I had no calls (except 2 - unlikely to be Santana - during mosque time when I can't answer). I've never had hiccups with Santam before and I think when a client seek new quote or reactivation of their policy that should happen immediately. ESP when I even asked for new policy if the old one is already expired and removed by the system. Another crucial point, usually when I phone another insurers first thing they ask is cell phone number so they can call you in case of emergency or network malfunction, this NEVER HAPPENED. Not even a SINGLE EMAIL is sent Which is really not good as Santana should know that some people (esp like me) will have limitations in answering call (if any) due to doctor_ patients ethics, even though no following up from Santana was experienced. Really frustrating.

Prof Irhuma