Santam slow to react after legitimate claim

I bought a Karet trailer in 1996. It has been insured by Santam for the last couple of years for R 7000. For personal reasons, it has been registered on my daughters name, but I used it permanently and paid the insurance. I recently did a complete re-spray and had new stickers fitted. Early December my children from Middelburg came for a visit, bought a whole lot of stuff and borrowed the trailer to take it home. On the 8th December they notified me that the trailer had been ****** out of their closed, locked yard. As I was leaving for an extended stay in the Northern Cape, I had to purchase a new trailer for R 20 000 plus. I notified Santam about the theft and waited for the claim to be processed. This week we did a follow up after they required information: how many passengers was in the trailer; where is the original invoice; was there a tracker in the trailer with all relevant information; did we see the theft committed and if; was there a cctv camera; can we supply the video taken by this camera. Not one of the questions was relevant. Then they needed confirmation that my daughter is my daughter. She was able to supply her old ID before getting married, and told that will be all the information required. After that nothing happened. When enquiring from the brokers about the claim the agent at Santam now wants an invoice of the new trailer purchased. They also need my daughter to supply them with de-registration papers as they have conveniently decided two days ago, they don't do deregistration anymore. If the de-registration is done too late apparently penalties will be liable. But they need the papers and will come and collect it from you. Basically they are having a big problem to pay out this pathetic claim, we have to do all the work (de-registration), and why do we have to prove that I bought another trailer? I am doubting whether I want to stay with Santam or whether I should have an insurance at all. They are taking ages to get everything processed and need irrelevant information. Santam is really in no hurry to pay out a straight forward little claim. Shame on them!!