Disappointed service

I've been at Santam for more rhan 10 years, this is my second claim during this period of time. The original claim was made 22 February 2023 for a broken fridge and contents. The contents of the fridge was paid out, but everytime that I phone Santam to find out what's going on with the claim for the repair of the fridge/freezer I get the run around. After I queried the claim, I get the same feedback from EuropAssistance everytime, with nothing further being done: "Please note I await the POP for the VAS assist refund. The quote for the R2 500 I've sent to claims and await the feedback". 1. The total claim for for the quote, pick-up/delivery and repair of the fridge was R2 910 (all the invoices were sent to them), and NOT R 2500 as stated by communication from EuropAssistance. 2. Santam is my insurance agency, I don't know why I as client must sort it out with EuropAssistance. Isn't this Santam's responsibility to sort it out with EuropAssistance and then provide me feedback. I am just very unhappy with the poor service I've received from Santam. Claim ref nr: 23-***-H-01