Santam taking their time to pay-out clients.

I was in a accident on the 21st of November and my car was written off by Santam's assesor. I couriered (on my own account) my spare keys and car booklet to Santam so that they can begin the pay-out process on Thursday on the 5th.. I called the Lady that was dealing with my claim, and she indicated that she received my spare key and booklet, snd that she will start the process so that i can get the payment. Monday morning, i talked to another person and he indicated that nothinf has been done yet. So i called Santam again, i was told the pay-out still havent been approved as of yet. I am so ****ed. I am doing everything thay ask me to do. Bur then take their time to pay me out. My new car have already been approved and just waiting for my deposit. But doesnt seem to bother Santam. Everything is happening at a snails pace. How long do i have to wait for someone to just ****** approve my payout. Ive lodged a complaint at santam self, but still havent even received any feedback.