Where are you Santam?

I find it very difficult to make contact with my insurer. On Facebook I'm confronted by an aggressive bot, telephonically the system passes me from pillar to post. I have a query on the discount offered on motor vehicle insurance for people that drive less than 15 000km annually. My broker just says the are 'looking into it' but nothing further has happened. What do I need to do to get this advertised saving?