Santam Pinion delaying payout on burned Ford Kuga

Have been waiting 6 weeks for payout on my Ford Kuga that went up in flames. Santam wasted 3 weeks befire refering case to Ford. Ford seems to be willing to settle via the Insurer, but Santam has a "not our problem" attitude and is just delaying the process further. They can't either bother to respond to my email enquiries.

If this is the service levels I get on their "premium" Pinion plan, I can't immangine how bad the service is for normal policyholders.