Bad Service from Discovery & Glassfit

I logged a claim with discovery insure to replace my windscreen. I was then told that someone from Glassfit will be in touch to arrange the appointment. Glassfit Bryanston then called me to arrange the appointment. We agreed that they will come to our offices on Friday the 10th at 9:30am. Strangely, the day before I received an sms stating that the appointment was at 12 midday (and no one made an effort to tell me that the time had changed). At 12;20 I then called to enquire as no one pitched, then I was shockingly told that I was supposed to drive to the Glassfit offices in Brynston (Bezallel made it clear that they were going to come to me, when I logged this appointment). Chevrey (the person who took my call then indicated that he will assist and took my cell number. 3 hours later, still no response or call back. I then called Discovery, and I was told that "the branch says they have dispatched a team to assist me", this was 3 hours later, no call to confirm whether I was still in office. In summary, this remained as unresolved, and no one pitched up. Disgusting, especially when considering that I pay my premiums in full every month, and when its time to claim this is the experience that one goes through!!!!