Poor service from Santam

I had a burst geyser and submitted a claim via Aon who is underwritten by Santam. An assessor was sent to assess the damages on 19 July. There were no follow ups and instead I had to phone two days later to find out what is happening with the claim (21 July). I had to email again on 25 July to find out what is happening with the claim. I was told the moderator (whomever that is) is finalising the claim. I asked for an ETA on the moderator finalising my claim and have received no response. Poor communication and no service from Santam.