Very slow service

My car was broken in to in the morning of 23rd November just after 2, my window was smashed out and radio was ******, I logged a claim on the same day, to get my window fixed and to find out how the process will work with the radio, I received a email with the claim number, and the said they will be in contact with me shortly, after a few hours I haven't heard from them so I started calling and trying to reach them with no luck and time was running out, I couldn't let my car stand open during the night, so I went to get the window fixed out of my own pocket, I sent them a email on the 24th November stating that I am unhappy with the service, then the contacted me and wanted to start the claim, they wanted me to pay an excess of 5000 and another extra excess of 5000 just to replace damages that are not even worth that much, why do I have insurance if they are not there when you need them I might as well not have had insurance in the 1st place