Santam, what a dissapointed

I submitted a claim on Wed, 16 Dec (morning) - The claim was registered and I was asked to submit a quote to replace the item which I sent at 12:00 the same day. The next morning at 9:45 I phoned the claim handler to follow up if she received the documents. The way that I was spoken to is not what you expect from someone that works directly with clients. I was told that I would get a phone call during the course of the day. At 16:00 I got a email asking me for the exact same document I sent the previous day at 12:00. So from 12:00 till the next day at 16:00 I havnt received sms or email or call yet. I then phoned the lady, I then received the same attitude and I was asked for additional photos of the damage, which I sent 5min later. I could hear from the tone that they probably going to look for any excuse not pay this claim. Its now Friday, 15:40 and Im still waiting for an answer. Does it really take 2,5 days to report one a small claim? My entire experience has been ****. It's not the service you expect from the leading insurance company.