No Service delivered

On April 6th, I initiated a service request with Santam SOS for my washing machine. The assigned supplier attended to the issue on April 7th, diagnosing a motor problem and expressing the need to remove it in order to quote on the correct motor.. Subsequently, on the following day, I was informed by my insurance provider that the damage was classified as wear and tear, a conclusion purportedly conveyed by the supplier. However, the supplier provided conflicting information, advising me that the motor damage is a mechanical damage. Upon agreeing to them removing the motor and taking it with them, I was assured of receiving the quote promptly.

However, I was the one that had to follow-up on Monday and Tuesday, before receiving the quote on Tuesday. Frustrated by the delay and the exorbitant price eventually provided, I sought a second opinion from an alternative supplier. They advised conducting a diagnostic assessment, noting that motor failure could be indicative of underlying issues within the machine. Requesting the return of my motor from Santam's supplier yielded no response. Subsequently, on April 16th, following up with Santam, I reiterated the situation. They assured me of arranging for their supplier to conduct diagnostics this week. In response, I requested a prearranged appointment between 9 am and 3 pm on either Tuesday or Wednesday, allowing for my availability and the presence of my partner. Despite these assurances, as of today April 22nd, I have not received any communication from Santam, nor has my washing machine's motor been returned. I have not received any service and my claim has not been resolved, yet I have received communication that my claim has been closed. This level of service falls short of my expectations, and I am extremely dissatisfied with the handling of my claim.