Santam has changed for the worse

Santam has changed,I have had insurance with Santam for a many years. They used to be good, but their services levels have deteriorated lately.Because they used to be good I have been giving them the benefit of the doubt.Last year I called for roadside assistance at night , they refused to come out and claimed my policy was not paid up. Only to call me the following morning to ask if I still need assistance when they realised their mistake, no apology was offered. I should have moved insurance after that incident.I had an accident this year I have submitted my claim, I have been told I would have feed back within 6 days after a quote.They took 2 weeks to get a quote and its been radio silence since. Whenever I call to get feedback I am referred to an Assessor, the assessor simply never answers the phone and does not reply to any email. I cannot believe that I am struggling to get merely an update on why the process is delayed.At this stage I have no idea if I will get an update tomorrow or in 5 years time. You would think giving a customer a timeline is basic expectation, especially because they promised 6 days. I would think if they aren't able to to finalise within the time period they would at least give communication on why that is and give an updated date, but it seems new Santam struggles with even the basics.