Poor service

Worst service ever!!!!! I was a client from 2012 - 2016. My car got ****** on 17 September 2019, my current insurance needed to contact Santam and then Santam keeps telling them I don't exist on their system yet I have a policy document with a Santam policy number... But I don't exist on the system??? So after numerous phone calls to Santam, someone finally finds me on the system as archived and asks me to send email request, then Santam comes back with "sorry we can't find you". Honestly useless