Santam evasive in processing my claim

I'm a third party who was hit head-on by a Santam insured driver.

The lady was honest enough to log a claim with Santam immediately after the accident and then gave me a reference number.

I was assisted by Clive Mashau who has been transparent and quick in his responses whenever they needed information from me. Dealing with Clive has been smooth.

The problem started when the claim was sent to the Digital Assessor (Phakamile Sedia).

On the email sent by Clive,I was advised that the Digital Assessor (Phakamile Sedia) would revert with feedback in 10 working days. I never received any form of communication from Phakamile Sedia until I called on Friday the 21st of August 2020 (which also marked the 19th day without feedback from him).

I spoke to Phakamile over the phone on Friday (21st August 2020) who informed he would send me feedback. He advised I should wait 30 minutes to an hour for his email to come through but nothing came.

Today (the 24th of August 2020) marks the 20th day without an tangible feedback to my claim. I made four (4) attempts to get hold of him telephonically again this morning to no prevail.