Santam Bad Service

My car was towed in by Santam contracted tow truck as I was involved in an accident 11 November. Only on 21 November was the assessor appointed to assess the damage, this after my car was taken to the incorrect repair shop and to date I have no explanation from Santam why this was done. I have sent multiple requests for feedback to my claims service consultant Chantelle Jugjiwan who promises to get back to me on my requests but to date I have no answers. I have even requested a meeting but this has gone unanswered. As much as I have tried to escalate this with Santam I have only received calls from the Rubicon panel beaters. It is unfortunate that the service levels at Santam has dropped, my previous experiences was fantastic. So I am not sure if it is the individual that I am dealing with or the company itself.