Pathetic Customer Service!

A 3rd party claim was lodged on the 14th July 2022. We were informed that the entire process would take approximately 30 business days. We were patient and never did any phone calls or emails for follow ups as we respected the process. Counting business working days from the 14th July 2022 the outcome should have been given to us on the 25th August 2022. We haven't received anything and on Thursday 1st September I called in and Spoke to Thabiso the investigating officer on claim. He advised that he was sending through his recommendation to his manager for authorisation that very same day and that the final outcome will be received the following Wednesday 7th September 2022. On that specific call I asked what his recommendation would be and he advised the claim was going to be rejected. I asked him on what basis he is rejecting the claim and he advised that his insurer wasn't at fault. the conversation went back and forth and i explained to him how the accident happened. Once again nothing was received and I called him again on the 28th September which was 3 weeks later! he advised that by COB the same day an outcome would be sent and this time around he advised that the claim will be approved and a pay-out of 70% will be the settlement amount, and to date nothing has been received. After numerous attempts to contact him since then there was no answer to calls or emails. Today, 13th October 2022 I called back and spoke to Thabiso and I gave him my claim number which he then used to access my claim. Thereafter he advised that the system is offline and that he is unable to assist me but could also tell me that this time around my claim will be rejected. CAN MY CLAIM PLEASE BE DIRECTED TO SOMEONE COMPETENT? THIS CUSTOMER SERVICE REALLY SUCKS AND I COULD HAVE BEEN A POTENTIAL CLIENT OF SANTAM INSURANCE! THIS CLAIM IS WELL OUTSIDE THE 30 BUSNIESS DAY PERIOD AND WE HAVE BEEN PATIENT FOR VERY VERY LONG!