It's sad that Santam has good customer service, and yet their assessors are horrible in how they deal with claims

It's sad that Santam has good customer service, and yet their assessors are horrible in how they deal with claims. I claimed for something simple as my glasses and has taken the assessor more than a week to process. Not only do they make you wait, but they have no decency to explain to you what is causingvthe delay, instead you are given empty promises about claim validation processes. Now I have to wait while I struggle with my day to day functions. Now I remember why I left them in the first place, because of the same issue. I am so disappointed for a company that holds itself in such high regard, and yet cannot efficiently conclude on a small matter. I wonder how long it takes to validate bigger claims if small claims like glasses is an issue. I don't trust them as a reputable insurance company anymore.