Santam lack of service

Have a Policy with them since 2012, in Aug 2024 I appointed a broker to manage my portfolio. He the contacted them an informed them as such . They were supposed to convert my Santam direct policy to Broker run policy. This never happened and I paid for 2 policies since then. E Mails etc never get answered , and when I contacted them via phone , only condescending way of approach was experienced.