Utterly disappointed with Absa insurance customer service!

Utterly appalled at the service I received today from Absa for my home owner insurance. I logged a call 1 week ago to claim for a window that was shattered by my garden guy. They got someone to come out and quote us,then nothing..no communication, just a big broken open window. I called and spoke to a very nonchalant consultant that kept me on hold for God knows how long. Beyond frustrated, he says sorry and informs.me that you will get the money to fix the window urself with the excess deducted. That amount won't even cover the glass for the window. What the hell do i have insurance for, if I have to do all the work?? Disappointed as I have been an Absa client forever.