Poor claims process

Hi all

I have become very frustrated with the claims process at Santam. I submitted a claim on 5 July 2018 and have now had to re-submit it again to another consultant who is asking me for the same information as the previous consultant. In cases of handovers, I would assume that all the necessary information and documents previously handed over would be sent to the new consultant dealing with my case. Please note that I have re-submitted again all required documents with no acknowledgement of my email, pertinent questions and documentation from the consultant. From a client experience perspective, this is below poor. I come from the client servicing industry and this is below the norm and is extremely poor service and really does not due justice to the Santam brand as well as the intermediaries dealing with the brand. My case/claim number is ********** 01 and individuals dealing with my claim was first Pulane Bawela and now Wendy Meyers. I am beyond disappointed this is process especially for an insurance company that has been around and operating within the industry since 1918. This from what I expect goes against the client centric guiding principles and core values of the organisation.