Ignore client inquiries on a claim.

It has been weeks since we registered claim number *** with Santam. They simply do not get back to us — emails are ignored, the WhatsApp channel provides no satisfaction, and phone calls just ring without any answer. Messages via WhatsApp to a specific person also remain unanswered.

Santam does not appear to have valid reasons for refusing to pay out the claim, and now they are just ignoring the client. They are very eager to collect premiums every month, but when it comes to claims, they seem to be unreachable.

What is the Ombud, so that we can take this matter further with them?