Santam Claim Long outstanding ! No communication

I have logged a claim on the 6th October, i was assured that if i paid upfront for the "Approved" expense i would be fully refunded( i have submitted all documents in order, my mails go unanswered and when i call in, i am told they will call me back by close of business with a resolve , still no calls received. La-Juan Roberts (Santam) has not responded to my mails or messages to call me back, so frustrated !