No feedback - No service - Most confused company

My Husbands car window was broken by a rock on 5 March 2015 We lodged a claim on 6 March. We had to phone a call centre to book the fitment of the new window. Once my husband was transferred to the correct department (after speaking to almost 5 people) and had given the claim number, he was told to hold on. 10 minutes later the phone went dead..... My mother then phoned the call centre to give them a piece of her mind (my father is the policy holder). Then someone phoned and arranged fitment of the window for the following Monday (9 March 2015) The confirmation sms came through to confirm fitment on 9 MAY 2015. 30 minutes later another agent from them phoned to arrange fitment of the window! On 9 March my father received an sms confirming that the window has been ordered and someone will contact him for the fitment thereof. Today, 11 March 2015, still no one had came to fit the window and yet, my mother receives and sms confirming the window was fitted on 9 March? Goodness me Miway!! Please just fix the window already!!! Before the car gets ****** and we are told you will not pay the claim because the window was not fixed!!!