Poor Customer Services

I've been having a frustrating experience with Santam's customer service. Every time I try to follow up on my query, I'm directed to different people or departments. I haven't received any updates for nearly two weeks, despite trying to contact them via email and phone.

When I called customer care, I was told I'd called the wrong department and no one could help me

My issue is around the claim which allegedly made, this was after quiried about the discount on my premium. I've been informed that I don't qualify for a discount due to a high claim ratio, but I'm confused because there's a claim listed that I don't recognize. This claim doesn't match any of my records."