Santam - Disappointing Service with Claim

I submitted an insurance claim on the 1st of January 2019 for my VW Polo after hitting a pothole and damaging the sump and bottom of vehicle. It is now 7 days later and the Santam Insurance assessor has had the quote from the repairers for two days and has done absolutely nothing - no claim approval, nothing. I called the claims consultant, Mduduzi Mabota twice today to query the status of the claim. This morning he told me that the assessor will definitely be approving the claim today and the second time I called he told me that he would quickly call the assessor and call me back... that was half an hour ago. I tried calling him again but he seems to have left for the day... Well done Mduduzi and Santam, that's certainly how you should treat a longstanding customer. I pay my premiums every month and have had one minor claim (for a television) in the 8 or so years I've been with Santam. Now that I expect Santam to come to my rescue they are failing terribly. I am so dependent on having my vehicle as I commute almost 100km's every day to and from work from Goodwood to Stellenbosch and it's been a week with absolutely nothing happening. I dont think I'll remain a Santam customer after this but am willing to give them the chance to prove me wrong.