Takes them "10 MORE working days" to get an "independent" review on a basic claim as straightforward as they come!

A lady who is insured by Santam bumped into my car last week Wednesday (it is now the following week Tuesday afternoon) - I then spent half of the following day (last week Thursday) to get all of the required quotes and loads of paperwork etc through to Santam asap as I knew that most of the panel beaters will close up for the Festive Season at the end of this week and as I'm struggling to open and close my car's boot as normal due to the back bumper being bent over the boot lid and the boot "striker" having also moved and thus not being 100% in line when the boot is closed, I'd obviously prefer not to have to drive around like this until next year when the panel beaters opens up again. I then received a phone call from the Santam representative now to inform me that the claim "has been processed" but that I must now wait for around 10 working days for some "independent review". Honestly, in terms of car-accident claims it really cannot come much simpler than this - I got the required quotes from reputable panel beaters and also sent Santam photos of different angles etc, so why on earth it will now take them yet another possible 10 working days to get this processed only they will know! It's completely absurd and clearly shows their lack of care and efficiency in terms of dealing with claims - especially as I clearly informed them of the situation regarding my boot and that it was/is thus an urgent matter. I can be glad that I can at least still drive around in my car as I would otherwise have been left without wheels for probably at least a month due to Santam's incompetency! Their marketing campaign is built around the fact that they apparently "look for reasons to pay out claims rather than reasons to not", which seems to be very contradictory based on this experience as they clearly have all the reason in the world in front of them to pay out this claim. From past experience in getting quotes from them I know for a fact that they also charge a very hefty premium for their "services" - which I can understand if they in fact do pay out more effectively than other insurers (i.e. when I heard that the lady who bumped into me was insured with Santam, my first though was that I'm at least glad to hear that), but I'm pretty sure just about any other reputable insurer would've sorted out this specific claim with much more ease so just take note that Santam's "claims" are clearly not as they claim it to be!