Excess recovery_ bad service getting from Santam

On the 24 of October 2022 i had an accident whereby my car was bumped at the back and fortunately i did not bumped anyone including the car which was infront of me. I would say Santam did a good job in arranging for towing and panelbeating of my Car. On the 18/11/2022 Excess fee of R4500 was paid to the panelbeating shop as per the insurance contract and my car was handed back to me. Email informing me of the closure of my claim was received on the 2023/01/18. On the following dates i have contacted Santam several times to enquire of the Excess recovery and i spoke with the following personnel. 1) Peter Smith 2022/11/18 said he will have to email Avela Stofile regarding the recovery of excess fee as this is a legal matter,proof of email available. 2);Keagan Mohammed was emailed on the 13/Jan/2023, on the same day he forwarded me a message that a request was sent to legal department. 3) On the 18/01/2023 i contact Santam to make follow ups with the excess recovery and i spoke with Avela Stofile she told me the claim has been closed and it has to be reopened for the processing of the excess recovery claim, email was forwarded to me by her as a proof that Aluta was informed to reopen the claim. 4) Santam was contacted again on the 09/02/2023 for follow ups and i was put through to the legal department whereby Pulani answered the call and she told me she will call me back after finding out who is dealing with my case, as expected she has not not contacted me ever since. 5) Santam was contacted again on the 13/02/2023 Cynthia from this number *** , said she will forward Pulani email to *** back and no one called got back to me. 6). 2023/02/14 Contacted Santam again spoke with Avela.Stofile again , relayed my enquiry to her again after electronic communications had with her, and she said Pulani is the one dealing with this case and email will be sent to her regarding my query .

I am so disappointed with Santam's and i fail to understand why their employees are not Ethical to Santam standards and by the treatment that i am receiving from Santam i will never refer any of my family or friends to Santam.