Pathetic service,no sense of urgency ,transferred from consultant to consultant and just for a windscreen

I contacted dial direct to claim for my windscreen in November 2018,the consultant finalised everything and told me that Glasfit will be in contact with me. A gentleman from Glasfit did visit me on the 12th of November 2018 and evaluated my windscreen,he said that the windscreen needed to be replaced and I never heard from them again! I contacted dial direct because my windscreen is getting worse and I was assisted by a consultant who told me that he will check with someone to see if they need to register a new claim or they can re-open the initial claim,he then told me that they will re-open the initial claim but only the consultant that assisted me with the initial claim can assist me and she only worked from 07:00 to 16:00 .He took my cell number and said he would get her to contact me the next day...He even asked me since she starts at 07: 00 will that be a good time to contact me and I said yes that is not a problem. I waited for the consultants call and nothing , I then decided to call them around 15:00 and got through to another consultant who then tells me that now they can no longer re-open the claim and he doesn't know why and that he would have to register a new claim! He said it would take 15mins and I agreed. After capturing my details he puts me on hold and then a female consultant comes on the line and asks me if i followed up with Glasfit ,is that my job? Surely after the evaluation Glasfit and dial direct would liase on the details surrounding my claim?..The consultant then tells that she needs to put me through to head office regarding my claim.The next thing I'm on hold and then I'm speaking to Glasfit!!! The service I received is pathetic yet my premiums are paid on time ,infact it's gone up ! Makes me think that if this is the kind of service I am receiving for a windscreen claim then an accident would be worst!!!! I am also considering taking this further to the Ombudsman. There is no use I pay my insurance for this kind of service!