Wish I'd stayed with Miway

I was in an accident on 24 Oct 2024. I was rushed off to hospital, so my husband handled most of the insurance side of things on the day. The following day, I went onto the app to register the claim and was pleasantly surprised to see that it was already loaded. Everything went downhill from there. I've struggled to get hold of people who work at Santam. I've had more communication with the EXTERNAL assessor than with my actual insurance company. I requested that a manager contact me on Thursday, nothing. Requested again on Friday, they phoned my husband, I've requested via email and via ticket via the app and I am STILL waiting for anyone from Santam to even ask what happened. The police didn't speak to me other than getting my licence because I was in an ambulance and needed to get to a hospital. The system doesn't allow me to correct the incident and NO ONE has actually spoken to me long enough to find out what ACTUALLY happened. I have no idea what the 3rd party (who drove into the back of me - I have footage to prove it) told the police, I have no idea if an attempt is even being made to claim directly from the 3rd party. I know NOTHING from Santam in terms of what is happening with my claim. I have 2 very simple questions and it seems that the Santam team are avoiding me like the plague. How is this compliant with TCF? How is contacting my husband, WHO WASN'T INVOLVED OR PRESENT at the time of the accident, only got a clear account of what happened AFTER meeting me at the hospital, the one being contacted and sent updates? What lengths do I need to go to be contacted by the claims manager I was told could assist me?