Santam Bad Service

Call center consultants are very demotivated and are often annoyed to help. They are not clued up with most queries and are not professional. In the background sounds like a hostel. People sounds drunk screaming and talking and really disturbing the call. I made a few changes on my policy to bring the insured value down because the settlement amount I owe the bank has dropped and is lower than the outstanding amount. So the Santam consultant says he will send my proposal to the underwriters andlaboratories would get back to me before the end of the day,that was three days ago. Fast forward to today I haven't received an amendment letter from Santam so I call the call center again. The consultant now saying that they need a copy of the settlement agreement. My irritation is that Santam doesn't update or provide feedback but here I am waiting. How am I supposed to know they require and waiting for supporting documents if they dont communicate. Very unprofessional. And by the way I spoke to mfc and they said in a case of a total loss if my car is written off any insurer will ask to pay the settlement amount.