Really disappointed and frustrated, Miway not living up to it's name...so why am I ensured with them?

I am very disappointed. I was planning to add my son's car to miway, but are reconsidering now. Claimed for my car for the first time, for a shattered rear window. First the miway app does not have rear window as something you can claim for, apparently you have to claim for rear light ( go figure). So it took a day to sort this out. Accident happened more than 2 weeks ago and Im still driving with shattered back window in joburg which is neither safe or pleasant with all the rain. Since Tuesday when I heard that I have to panel beat the small indent in the body before they can fix the window, I have phoned everyday, as I do not hear anything from Miway. It is Friday afternoon and I still dont know which panel beater will fix my car. I asked to speak to a manager this morning, up till now still not phoned by any manager. I was told by the lady at Miway, who received the claim yesterday, that she has 48 hours to get in touch with me. So it seems that if everybody involved in all the steps wait 48 hours to do anything, it will take 2 weeks before anything is finalised before the car will go for any panel beating. I am still waiting for the manager to phone me back and explain.... and for the lady that promised to phone me back this afternoon to phone back........