Frustrated policyholder

My father, a pensioner, put through a claim on 1 December 2025 following the horrific hailstorm that hit the East Rand in Joburg. To say the claim process was frustrating would be an understatement. Poor communication and lack of accountability from the Santam team. The claim and all communication was routed to an external assessor and was not handled by a Santam broker. The claim was handled in piece meals, and when a compliant was logged with the complaints team responses were also provided selectively. It is now the 5th of January 2025 and my father is still unclear as to what Santam will be paying for and what will not be covered.