Santam does not car for the aged

My father has been a loyal client from 2014 he has not claimed once. He had a small incident. Last year he could not claim because he did not have any transport. He managed to claim now however the asser when one to check the vehicle now they advise that he has to do another claim as well this puts him in a very bad situation as he is 65 years now he needs to do the whole process again doesn't Santam care off their elderly clients.