Santam insurance claiming process is horrible

Having an insurance gives you peace of mind, however having a cover with Santam has become a nightmare for me. Been in accident on the 20th of August, till to date my claim has not been finalised just run around and endless excuses. The whole process has been annoying and stressfull to say the least. There is an assessor by the name of Tavy Smith the less said about her the better, whenever you try and follow up there is new development on the claim. I've been subject to a lot of investigation one experts after the other. She can't even keep her promise. Its been a month with no direction just excuses and frustration. Is this how Santam conducts its business, I don't know whether this is racial ************** because mostly the update are even written in Afrikaans not English. This is one of the worst horrible experience I've endured, Santam should get it house in order with competent employees.