Santam Commercial Insurance SUCKS

Our business premises insurance was insured via an intermediary the insurance was underwritten by Santam, I decided to contact Santam direct to quote based on the same policy details I have with the intermediary which after much delay was implemented by Santam, In March this year our ba*****t area that was a restaurant was extensively vandalised, twice - both cases were reported to the SAP. They broke in stole, copper taps, pipes and plumbing accessories in the kitchen and bathroom area of the restaurant, resulting in the whole area being flooded causing extensive damage to the tiles. Ripped out light fittings and an air conditioner, cut and ripped electrical cables causing damaged to the main electricity board. We lodged a claim via an intermediary of Santam's First for Blue Star. We have struggled to get feedback and to date has no idea what is happening with the claim. The claim is directly related to the fixtures in the building, we have not claimed for the extensive loss of equipment and restaurant contents. Why have we not had the courtesy of an official response from Santam. I decided to move the building insurance to Santam Commercial as I have had a personal policy with Santam since 1977 and have ALWAYS had fast efficient professional service from Santam. Unfortunately I cannot say the say for the Commercial underwriting, although this is our first claim, I had endless problems trying to get the original policy activated. Why is Santam happy to take our money and NOT BOTHER to sort out our claim. The service we have received is SHOCKING and TOTALLY unacceptable. We have lost several ANCHOR tenants in this debacle as potential tenants shy anyway from the cost of fixing a vandalised property. Santam's lack of performance and service is costing us big money every month. This morning I requested feedback from Santam directly as we are NOT getting any service from the First for Blue Star intermediary and would prefer to no longer deal with him. I made contact with the sms contact reference details from Santam, the lady from Santam told me the case is closed? When I said no one from Santam advised us I was told to contact the assessor Mark on ***? If this how Santam Commercial handles claims this is NOT a very professional way to be doing business at all. Can someone from Santam - not First for Blue Star, as we have had not service from them, kindly offer me the courtesy of an explanation.