Terrible service & Claim not settled in full with no response

Been having a terrible service from Santam during this lockdown period. Several interactions have ended in consultants dropping calls and even though they ask for your number upfront, no one returns the calls. I have also escalated to the complaints number provided and was promised my call would be returned. But nothing. Then a recent claim was delt with, the one consultant did brilliantly and everything handled with haste. Another claim logged at the same time was dealt with terribly for a damaged phone. I had to constantly follow up, I had to explain the phone I had, and onboard memory when all of that could be found in policy document and damage report as well as quote. Then my claim was settled and I am still awaiting my document fee to be refunded. I have emailed about this twice as well as called in. I have been with Santam for years, but think I will be shopping around as the service has deteriorated and you never know what sort of service you would receive or if a call will just be dropped for no reason.