Disappointed by Santam’s lack of urgency

I contacted Santam’s Home Assist department last week because Im experiencing an electrical issue. Their service provider sent the quote a week later with no damage report. I told Santam that I want to register a claim for the repairs to be done through them but they advised that they are unable to assist until they know the cause of the fault. I have been greatly inconvenienced for two weeks now because It seems that they are not holding their service provider accountable for the information that they require. I cant continue like this because I am unable to use any large appliances without my electricity continuously tripping. Im also concerned about the reliability of their service provider and further damage occurring because Its almost two weeks later and they still cannot tell me if they can assist me. This is not the first time that Im disappointed by their lack of service and urgency. Once again I have not had a good experience with Santam.