Santam insurance under written by Aon disgrace

Our vehicle got ****** on the 19th November 2025. The vehicle was found on the 27th of November but vin number and engine numbers were changed. We were informed that the vehicle must be de-registered and written off. We were told by the accesor that everything should be finalised before Christmas. We have done everything possible from our side with regards to what Santam wanted us to complete. It is now the 29th of December and the accessor is not taking our calls and everyone at Santam is on leave. No person can assist or give any update as to what is happening. This is just totally ridiculous. No telephones get answered and obviously no messages get returned. Who knows what from here ? Ombudsman? Legal action? Not something that one wants to do , but they are still quick to take my insurance premium.