My worst experience on my 1st claim ever

I had an accident on the 25th of August and i reported it to Santam and Khaya Godlo was the one who took my case and he said Alexandra Klein was the one who will be assisting me with the claim and all that process. Everything was fine, I was getting call to update me of claim and it seemed as if my claim was going to be seamless because I they(both Khaya and Alexandra) were calling me 2-3 times in 1 day and assuring me that all will be well and that should I have any question regarding my claim I shouldn't hesitate to call them (these Alexandra's words).

I received pictures of the damages on the 30th August at around 7pm and I wrote them an email 1st thing on the 1st and raised my concerns and asked questions like Alexandra said I should if I have any questions. On my email, I asked Khaya to forward my email with a photo attachment regarding my concern, but I was ignored and today the 4th I sent them another email asking for their supervisor's contact details because they no longer had time for me.

Few minutes later, Khaya called and said that he didn't understand my email and I said why didn't you ask for clarity than to ignore me until I wanted to escalate my issue. He then referred me to a third person and said that was the person was supposed to speak to. I don't work at Santam but he somehow expected me to know their processes and people to speak to even though he was the one who said Alexandra will assist me further, and he was the one who sent me the pictures of the damages. He sends the pictures but expect the recipient to have a conversation about the same pictures that he sent with someone else. Make it make sense

This is so disappointing, you can't start an a high and end on a low. Give me the same energy throughout the process.