Shocking service for Santam

I have lodged an insurance claim 3 months ago for a burst geyser which has damaged the ceilings, walls etc. Santam send out their contractor and after consultation with them they approved that we can use our own contractor. He was in fact cheaper than their contractor. The work was done and I had to pay the contractor. That was also agreed by Santam. It is now 3 months later and between Jeetandra and Lavern Naidoo they shuffle paper around. Two weeks ago they decided to send out an inspector to see if the work was done and up to standard. She confirmed on site that the work was up to standard and completed as on the invoice. Since then nothing happened. In the meantime Santam has increased my monthly premium. They benefit for and increased premium for the past 2 months but I am still waiting that they reimburse me. The service I got from Santam is shocking.