Santam's poor service

The service i have received is absolutely abysmal! I am a third party claiming from Santam! It took me a week to have to track down the person who deals with my claim because his phone and his team leaders phone just keep ringing and ringing. Eventually when i finally got an email address and sent the required documents their email sever replies that the email is too big? Why do you request so many things then? Anyway, that all happened last week Monday. It has been a whole week and nobody has gotten back to me about my claim! When i emailed today i get an automated response to say turnaround time on replies is 48 hours???? When am i supposed to repair my vehicle ??????? I tried to raise a complaint on their website, but an error keeps occurring for the past 3 hours, how convenient!! Their slogan is “good and proper” but the service received has been “bad and pathetic” unfortunately.