Disappointing service

Having a terrible Third Party claim experience with Santam... I keep having to beg for feedback.. ANY feedback. I started my request on March 13.. it's now 2 and a half months later.. still silence from them. i've asked again today for an update.. and i wait in hope of getting ANY feedback. I've done my due diligence and supporting all docs very quickly.. only to be met by silence... there should be an online way of logging these so that you can track your query as no-one is getting back to me.