Outsurance unacceptable service

I moved over to Outsurance almost 3 years ago, after all the marketing on radio thinking this will be a good service provider. I have logged my claim eith them on 15/12/22 which was a struggle at first, but was patient as I assumed the public holidays might cause delays. After finally receiving feedback from Glass company that it would 28 working days to replace my passenger window that was broken with a smash 'n grab attempt. I asked Outsurance if they could assist with perhaps getting this sorted quicker. On the 20/12/22 was the last mail i received that a consultant would get back to me. Till today i have not received any help or feedback. Only after I have mailed them this morning they called to only say they will look into this matter and call me back again. Meanwhile I had to cancel my holiday and revert to staying at home unable to drive with a car that has no passenger glass.