Third Party Claim leads me to believe Santam's insurance service would be lacking

We have a third party claim with Santam due to one of their client's driving into the back of us in backed-up traffic. The thing is.. this whole experience has been terrible as Santam has been very slow in getting back to us. I'm the one who has to keep following up with them, and then still.... no response. Only responses I get is, that I need to re-send photo's of our vehicle.. photo's which I have already sent. I am frustrated, and would never ever consider getting insurance with Santam because of this experience. I didn't do anything except park at the back of backed up traffic.. and now have to struggle to get my vehicle repaired.