Poor client service from assessor Tshepiso Molefane

My house was flooded and among the items damaged were a laptop, epilator and GHD. I got a damage report for the laptop and also quotes for the 3 items, which my broker sent to Santam. On 2 May 2025 the assessor (Tshepiso Molefane) emailed my broker and asked the question "Please advice if it’s the laptop only that was damaged", even though the claim was for all 3 items. My broker then responded that all 3 items must be replaced. On 6 May 2025, Tshepiso sent my broker a settlement recommendation for the payout due to me to replace the items, and asked whether she could proceed with the payment, to which my broker responded that yes, she may proceed. By 13 May 2025 I had still not received the payment, so I queried this with my broker, who emailed Tshepiso at 9:39 to request a status update. It is now 12:00 on 14 May, and there has been no response from her. I then called, but was unable to speak to her since she was busy on another cal. The agent I was speaking to checked my claim, and said the last note on the claim was the mail where Tshepiso enquired which items were damaged and that the payment has not yet been processed. This is terrible service and I am highly disappointed - I have been a Santam client for many many years and expected the same quality of service that I had experienced previously. It is sad that a single agent has the ability to place an entire company's good name in jeopardy.