Shoking bad service !

Good day, I am so shocked at the lack of service that Santam has shown. My friend submitted a claim, no. ***, after someone drove into her. It took Santam 2 weeks to process the claim, the assessor was Mauro Machava. After she had to contact them repeatedly they approved the claim. After collecting her car, the panel beater showed her that only 50% of her claim was approved. Santam (Mauro Machava) didn't even bother telling her this in advance. Now she wants to know why this was not fully covered but off course they are fast to take her premium but not responding on the query. She will be lodging a report to the ombudsmen.