pathetic service and even pathetic attitude

***/ ***<br> This has been an ongoing query since Nov 2014. When we phoned Rozannah,she was rude and said the company closes for Christmas(which was a lie). She was more interested in going on her leave that day rather than helping us. When I did eventually phone her in Jan 2015, she assured me she will look into the matter n call me in the same week, to which she didn't. I sent her numerous emails, to which she didn't reply. When I finally phoned complaints dept. ,she emailed me after two days saying the claim has been rejected(Feb 2015). I don't understand why because the other two vehicles in that accident have been paid off and ours rejected. When my husband phoned her,yet again she was rude and not of any help. I emailed Lynette Haupt asking her for their managers numbers but till this date I got no reply. I am currently taking this up legally and will make sure people know all about Santam. I also don't understand where the 2nd claim number arose and why Rozannah had to phone my husband just before saying our claim has been rejected to find out what happened on the day of the accident when all details were sent to them with photos.Could the file hav been lost?