Santam intentionally frustrating a 3rd party claim

In mid May 2025 we lodged a 3rd party with Santam, and to date there has not been any resolution. Weve been dealing with a Aggrey Madihlaba, however when messages are sent to him, they are also sent to their mailbox and of recent we've been cc their legal team. No one has gotten back to us. On 28 August, Aggrey sent an email that they are awaiting excess from their client, we've been following up since them, and no one has bothered to respond. We not sure if Santam is purposely trying to frustrate us so that we give up and they get away with not paying the claim. How else do you explain the treatment that we continuously receive from them. It's not just Aggrey, like i said 3 emails have been sent to him, the mailbox and the legal team. If indeed they are wanting to assist and conclude with us on the matter, how is that no one is calling this guy out for not finalizing our claim with them