Poor customer service

I have not received any outcome on the claim I submitted on the 12th June. They don't even bother to give me any update. I am in complete darkness and it is impossible to get hold of the assessor Nosiphiwo Mtsotso. I have been a customer for years and this poor service is beyond disgusting. Can Santam pay me back my premiums so that I can go an look for another insurer?