Poor Customer Service Correspondence

I recently changed from my previous car insurance due to poor customer and non-responsive service with clients when they’re in need. Only to fall to the same trap with Santam. I recently joined and they’ve been not helpful. I cannot even access the app. The only means of communication is via email which doesn’t get responded to for 5 days. Imagine if I’m in an accident and I must email them to get assistance? And then still be ignored. This is very unprofessional.