No feedback on claim

It is with great regret that I write this complain. We moved our house from Outsurance to Santam because of affordability. I have lodge a claim in regards to our pool as the pump is stuck and got a claim number, It as week now and we still waiting for feedback. I know it was festive season and the service is going to be slow but I want to know what is happening. I'm considering going back to Outsurance as they will never do this to their clients. My issue is if something happened to my my house are we going to sit in the rain as Santan is taking their time to respond.