Insurance Claims

On Friday 18/09/2020 I contacted MyWay to log a windscreen claim. I was assisted by a very polite & knowledgeable gentleman named Quinton, the claim was approved and reference number C*** issued. The following day, 19/09/2020 I visited PG Glass in Vincent where the pre-inspection was done when I took out the insurance, Quinton did advise that I can take it there, no problem, he also did advise that I will receive a call from Glass which I never did. PG Glass advised me that they will need authorization from MyWay, I contacted MyWay same time and they advised that they will redirect the claim to PG Glass in about 40 minutes, I waited for an hour and I gave up and left without being assisted. This morning I contacted MyWay again for progress, I was told exactly what I was told on Saturday that my claim will be redirected to PG Glass. This makes me worried because this is just a small windscreen claim, what will happen on future big claims when the vehicle is in an accident. This is my first claim since I've joined the Insurer and this experience left a bitter taste in my mouth. I received a call from My Glass as I'm writing this review and I advised them that PG Glass is closer to my place of work and convenient for me to use them. Unfortunately the call came a little too late.