No customer service

I registered a claim on 2022/01/13, my chest freezer don't keep contents frozen anymore, my tv also give problems. Up until today 2022/01/20 my situation is still the same. Santam don't contact me although I leave telephonic messages for updates, I even send e-mails requesting updates. I phone the customer care and it happend that the same person at customer care respond when I phone the consultant no I received. I'm not sure if it's normal to take this long with claims. I'm really disappointed in the way Santam treat this claim.