Santam card disappoints.

In October 2020 we suffered substantial losses with 2 burglaries and an armed *******. Our consultant was very helpful and urgent items like phones were replaced within days. Some items of jewellery were taken and it was agreed that the value of the jewellery will be put onto a Santam card because Santam doesn't pay claims in cash. I received the Santam card on 18 February. I was told to give it 2 to 3 days until I will receive a SMS confirming the money was loaded on the card. Despite emails, phone calls and WhatsApp conversations where I was assured the transaction was approved, I am still waiting for the SMS and the money. The date today is 15 March, so it is almost a month that has gone by. Phoning the help lines wasn't any help. I am very disappointed with this part of the claim after such a good start.