Faulty Claims Card No resolution after a month

Very disappointed with the service I have recieved from Santam. My client was issued a claims card in November, my client activated the card on the day of receipt and since then the credit has not been issued to the claims card. After spending 2 days telephonically trying to resolve this and speaking to 4 different desktop assessors, the matter has still not been resolved. My client now sits a month later with still no replacement for their damaged item. It is not only an inconvenience for the client but a poor reflection of business relations for us as brokers. I am thinking twice about placing any more of my clients with Santam.