My smashed window ignored by Glasfit (Steven)

At 9am I called my insurance to claim for a window smash - they were quite prompt. I got a call from Glasfit call centre about 30min later to confirm which branch is most suitable to help. Since time was passing by I called the call centre twice to report that I got no service. Twice they told me that the claim was submitted, of which they can just resend. I decided to call the branch. Adrian, who answers the phone sounds lost & confused. I told him that I am calling regarding an insurance claim on the smashing of my window & then he thought I got through to the wrong company. he then tried to book a new glass fitment so I told him that I should be on the system as my claim was submitted to Glasfit. He miraculously found it using my policy no. & told me no action has been taken on my claim. He then asks me to let him check availability of the glass & call me back. he never did. I called him back & then he asked for further time. I asked him at which stage he is, he replies that he needs to order glass. I am then baffled as to why he doesnt communicate these things. I cant afford to drive around with a smashed window. I asked for Steven the manager to call. & still nothing @ 14h10