Bad service

On the 8may 2015,I woke up to find that my rear car window has been smashed and they stole my laptop..I went an opened a case,then called my insurance to claim for my window(10:00),the lady said a consultant will call me in an hr to take all detail.by 13:00 nothing has happened,I called again explained dt sister was gettin married and needed it b fixed by today.evn today dt is Monday my car has no window ..4days!!!and hd to use taxis,yet I pay evry month this insurance..really dissapointed..if this is how u deal with a small claim how abt a big incident ..