First claim experience

Sadly I am forced to write a 1 star review due to the fact that 0 stars do not exist. It all started when there was a burglary at my parents home while they visited family.Upon discovery of the burglary I contacted Santam to file a claim and was assigned field assessor Sthembele Ntombela who was oh so kind and promptly came out to take pictures and find out more information( take note that the burglary was reported on the 4th of July 2024). I was asked to provide quotations and invoices for the items that was ****** and damaged. Before signing up with Santam I did inquire the advisor regarding invoices as I mentioned to them that the majority of the items did not have invoices as it was brought with us when moving to South Africa 6 years ago to witch they rep**** to that invoices are not necessary but are welcomed if we have them in case of a claim. The weeks go by and I have no communication from Sthembele regarding my claim so I tried calling her for a follow up to see if there is any update to witch she does not pick up or return my calls. Finding this strange and frustrating after trying to call a couple of times the next few days, I call the main office to try and get a update and also why is my assessor not replying my calls( this process was repeated multiple times over a the next month), to witch they apologize and escalate the matter to her supervisor who mails Sthembele and asks her to communicate with me. Another week goes by and still no communication from Sthembele ( me trying multiple times to call or whats app her as well ). So I call back to the main office and ask to speak to her team leader and was informed that they need to notify the team leader via email to witch Sthembele finally contacts me telling me that the claim has been finalized and she will send me a agreement of loss by the end of the day. After telling me the amount that they planned on settling I asked why was it so low to witch she rep**** back to me saying that she might of forgotten to add some of the quotations. Long story short, I did not receive a agreement of loss by the end of the day and she continued ghosting me for weeks to follow. Finally after 2 months of mostly ghosting and ignoring any communication from me I get send a agreement of loss that is 1/3 of the initial agreement( and less than the total of the invoices I did manage to provide) she told me over the phone. So I proceed to email her team leader Droey Adari with my complaints and frustration to witch she rep**** that she understands and apologizes but informs me that due to the fact that there was no invoices for all the items listed the claim will have to be finalized at a entry level. I have since requested a breakdown of the costing and Droey requested from Sthembele to provide me with said breakdown( I am still waiting for the breakdown almost 3 weeks later even after me asking for it again via email). Lastly I had also requested a copy of the recording with the consultant when i took up the policy to witch also I have nor received or even acknowledge my email regarding it. Sorry for the long read but today is the 5th of November 2024