Poor customer service

We logged a claim for an accident we had in October We are still awaiting a payment from santam We were told that we will be paid out on friday the 21st of February 2020 We are still awaiting a payment We have to call continuously Costing us alot from our cell phones They put us on hold for up to 10 minutes a time And they don't return calls Unacceptable We are suffering a loss of income because of this delay Poor service