Santam, what ever happened to Insurance Good & Proper?

Santam promises insurance "Good and Proper". Historically, they've had a solid reputation for handling claims swiftly. It's been nearly 3 months for them to resolve what is a small and simple claim for someone my husband bumped into with my car.

I've followed due process, collecting all necessary documents and data, submitted via the app as well as email. Nothing. Their voicemail tells you to follow your claim on the website - I've tried that. Nothing. I've sat listening to their voicemail for 45 minutes at a time and still not getting to speak to a human. I've emailed countless times, to catch-all emails as well as directly to the claims consultant. Crickets.

Seriously Santam, I expected better from you. There's nothing Good or Proper about being ghosted.