Poor communication

I had bumped my car beginning of March, it was said to go in to repairs on 3 April, I alerted Santam (through email) through a claims officer that I would need a car rental during the time that my car was being repaired. I did not hear from Santam. It turned out that my car would be reassessed before being repaired (all the while no word from Santam). Beginning of April the car was reassessed and I was told in 2 weeks time it's likely parts would be ordered and I could take my car in. Again I notified Santam through email and no response again. Monday 30 April I call Santam with a complaint and finally I get the car rental sorted. Besides of the agreed 30 days car rental- they gave me 14 days. I'm very up to date with the exuberant payments. Why the lack of proper communication/ service.