Claiming from Santam

A Santam client knocked off my side mirror while I was stationary in traffic. I had to complete a third party claim form. Over a week later after complaints and escalation, by myself, I am requested to provide vehicle registration documents to Santam as they will not accept license disc paperwork to prove ownership. The Legal office are rude and dismissive and believe that nine working days without any communication initiated by them is acceptable! Their client has not paid the excess so I now sit out of pocket by R10 000.00 as I had to have the mirror replaced as I already had two near accidents. Santam also questioned the validity of the quote from the car dealer. The ironic part is that Santam underwrites my personal policy so if I had claimed on my policy they would pay out in any event.....