Santam's non existent claims department

Santam, why do your agents make calls go silent halfway through a conversation to get out of taking ownership of a matter, drop the call and not phone back. I logged a claim and sent all information weeks ago to ***, only to be told nothing was done and the information was not logged to the system. I then two weeks ago sent it to *** - still haven't heard back? Should I move to a more able provider? Do you usually take months to process a simple claim?