Santam Lack of Service

I just have no urgency from Santam to resolve the claim, Claim was submitted In February 2019 and keep just passed around to different consultants.

It is now with the Internal resolution department but no real urgency as the respective staff is just not in office-: Case no: *** CRM:*** since 05/11/2019

I have to lodge with the Ombudsman to see if Santam would comply with them?