no help at all

I had my car broken into on sunday, they popped out the smash and grab window and stole my wallet and phone. When phoning Miway the call centre is helpful and says that the glass company will get hold of me and there is an excess of R650. This is at 0830. I get a call back and I ask if I can do an EFT,as I dont have any money as my wallet was ******, this is about 11ish. At 12 I get a reference number and nothing else. At 1500 I phone - I now get told that the glass company doesnt have any glass and will only get to me on Tuesday! and I have to pay the full amount and claim it back from Miway. Why would an insurance company have a supplier who is so useless/ inefficient. Surely this happens all the time! That is not why I pay insurance - it should be easy and painless, not inefficient and ineffective