Claim mishandled

I turned over with my car on 26 November 2022. I then called my insurers, Santam, I went to the police to report the case, I got my case number, perfect. Santam gave me the claim number ***. The car was pulled to the private premises. The car was collected from those premises in December to Margate Refurbishers for assessment. After a very long time in February I called and I was directed to the assessors. They said they sent me an email long ago which I never received. They then sent me the form to sign that I'm selling my car to the insurers. I sent the form back on February 23 if I'm not mistaken. I waited for the feedback until I called Siyanda from the assessors on 11 April 2023 and she again told me that she sent me an email that I didn't receive. She then sent me the email that I received which states what I should forward to her. I forwarded everything she needed. She then arranged the collection of the spare key, the key was collected on 12April 2023 and then she was quiet. On 13 April I sent her an email again telling her about the key collection and asked her what next, she told me to ask for the settlement amount from the bank. I'm writing this because I'm so fed up with the poor communication from Santam.