Santam consultant not doing his work. So claim is stuck.

I have a current claim in at Santam and the guy they appointed to my claim is useless. I lodge the claim on Sunday on Monday I already got all the necessary info to proceed with the claim as I can not use my oven. Monday I did not hear any thing from the guy that was appointed. Got his name on the Sunday per sms. On Tuesday I made enquirers to het the guys number and email. I personaly already had all docks in place but issue is the guys do not do fitment. So I send all the info to consultant with my isue and asked if he can not provide me with someone that will be able to do the repair. And now I have also tried to call multiple time on his landline to try to solv the problem no answer. So waiting Wednesday heard nothing. Then Thursday morning I get email from the consultant asking me for all the doks I already emailed him on Tuesday. So then I tell him but I did send all the doks and I need the isue solved of the fitment as previous emails. Never even came back to me after that. And I know it’s not Santam that is the problem it’s the consultant not doing his work. Now I am already a week we’re I cannot make food and Santam has not even looked at my claim. So what now?