Santam slow claims process

Santam service is very slow and not very responsive when you start claiming. I submitted a motor vehicle claim with my broker AIB on the 08 January 2024. Three days later my car is still stuck at the towing company with no repairer or assessor assigned :-(. Even my broker advised that they cannot locate the Santam personnel (name is Dusty) who is handling my claim. This is disappointing because for 10 years I used Santam and never experienced this!!