Terrible service

I reported a vehicle break-in on Saturday 23 September 2017. I was told that I could have my car asses,see at a particular workshop which I did first thing. Thereafter upon follow up I have been given the runaround. My claim was sent to “Merits” because a) the damage - a broken window and window frame was ‘over R 100 000’ ref Lucille Baker and b) my “risk rating is over 0.9” and c) because “the System did it” I called Rhode at Merits who was not even aware that the claim was for a window and promptly sent it back to Santam as it should not have been referred to them in the first place. A fact which was ignored and justified by among others Lynette at Complaints. This has wasted days of my time and all I get from them are justifications and excuses. Now I must wait at least until after the following weekend to get assessed because irrespective that they messed up the will not admit it and simply expect me to continue waiting. Meantime I have to drive a vehicle with no passenger window. It’s really good to see Santam caring about their clientsmore than about their turnaround times. My next step will be the ST Ombudsman. The manager Rose Mohutsiwa was also of no help. Could not explain to me what point a) b) and c) were about