Samtam has no service

I have locked a claim on 20 Oct 2023 regarding a damaged ceiling after a water pipe leak. I just get no feedback from Santam. I tried to contact the person who is dealing with the claim, but I cannot get hold of her. I left messagas for her to call be back, but no call back. At this stage I am getting quite frustrated as nobody at Santam seems willing to help me. I do have a claim number. This is now going for the third week.