last night my car was broken into and my window is broken,phoned my insurance (budget)this morning to submit a claim

last night my car was broken into and my window is broken,phoned my insurance (budget)this morning to submit a claim. I was told my case has been assigned to Neo and they will contact me with feedback on my case. 1pm I call to follow up since I am sitting with a broken window, I am told that there are missing documents in my profile which I then informed them I submitted and even got feedback after sending. I was then told again to expect a call from Neo nothing still. now at 4h30 I call again, the lady I spoke who then decided to hang up the phone on me said I must fix my own window and keep the slip. so at 4h30 I need to find a place that can replace my window and still no call from the person handling my call