Claim Quiery

I have been waiting for my claim for 3 weeks now and I got told it will take 6 working days for it to be finalised, I have submitted everything that needed to be submitted but still no luck, I tried doing a follow up on the 3rd of June the person that I spoke to told me they will pass the message to the assessor I was following up with as she was not available, Its the 4th of June 22:20 and no one called me. It's very nice to them when they debit the money but when you have to be assisted they drag their feet.. I have been with Santam for a long time now to be treated like this. I also followed up on the app no one responds.