poor insurance company

On the 16th of november i phoned my insurance company to report that my Windscreen was damaged and needed to be replaced , they said that my refference number would be sent to me via sms which till today has not been sent , i had to phone the company that does the windscreen replacement that is authorized by hollard from my own expense they said that it would be done today by 11am i have my doubts as this insurance company does not follow up nor have they checked up on anything . but this is typical of an insurance company , i really thought hollard was different but for something as small as windscreen absolutely disgusting. Seriously am going to leave this insurance