Most *********** customer service

So I submitted a claim ( ********** 47) on the 24th of January. Santam sent out an assessor on the 30th of January and today (5th of February) I phoned for an update. I placed 5 calls with Santam: 1st call - Sent to assessor and she said claim has been settled. I told her there are 2 portions (home contents and building) yes contents has been settled but not building. She cuts me off 2nd call - Sent to other assessor. At 16:00 this assessor left already and her colleague cuts me off while trying to explain situation 3rd call - I ask for 2nd assessor, they cannot find her on the system 4th call - Sorry you have to phone back tomorrow, assessors already left (even though I just spoke to someone that said she would be able to help and give me a status but when questioned got cut off 5th call - Got through to yest ANOTHER assessor. This one informed me the lady that does deal with the claim phoned the broker "Ruan" (which is me) on the 24th of Jan (WHICH IS 5 DAYS BEFORE ASSESSOR CAME OUT) and informed him the claim for burst water pipe was rejected. THIS CLAIM IS NT EVEN FOR A BURST PIPE.... The burst pipe was a claim I submitted in 2018 which I requested Santam to cancel as I could fix it myself. So the assessor mixed the 2 claims together as the last 3 digits are the same and rejected this claim because of the one in 2018 that I cancelled... Never spoke to me informing me about it as I would have told her she has the wrong claim number. and nobody can do anything now as ONLY that lady works with it.

How do you mess things up that badly? How do you even see a claim from 2018 that should have been closed in 2018 and close this one based on those reasons.