They "CLAIM" to care but they dont

I logged a claim to replace my cars windscreen on the 28th of September via the mobile app and the claim was approved. To date I have not had any contact from their service provider namely PG Glass. According to the sms I received from MiWay, my claim was approved and PG Glass would contact me to make the necessary arrangements. Today is the 11th of October which makes it exactly 13 days later. What is your service level agreement MiWay? To make matters worse I spoke to 2 consultants who both promised that they would contact PG Glass and get back to me but I guess they forgot about me and are dealing with more important clients who pay higher premiums than what I do. The least that MiWay could do is keep their promises and get back to me since they are passing the blame to PG Glass. I am not insured with PG Glass and you need to sort out your service providers as well as your internal service processes. I am frustrated by this level of interest shown toward their clients and will definitely shop around for other insurance.