Poor service

I want to replace my policy at SBIB (HLB***) with a simalar policy at Santam. On 21\4\24 I inform them about this and I received an Email (case ***4) stating that they will answer me within 48 hrs. On 29\4\24 I again request an answer and receice case ***4 still promising to answer within 48 hrs. It is clear to me that they can`t count and\or they are to lazy to work.