Poor service delivery

We moved our house insurance from another insurer to Santam based on all the good reviews we received. We recently logged a claim for our swimmimg pool but 13 days later no feedback was given. No one follows up with you and on the several occasions I called, I was told they busy with storm claims and no one can assist. Really now, storm claims this time of the year!!! My claim is yet to be validated. The 13 days was just to get a contractor to assess the damages. Even this service was poor. I told the advisor that we needed a pool specialist to assess the leak on one of the pipes but instead they sent a plumber. I've never seen service like this before. I hope they don't treat all their client's like this or is it just a select few...it's really poor to have the client call and mail to follow up on feedback. Just poor overall