Worst service I have experienced

My car was broken into early Sunday morning. ******s smashed the right rear window. I called Outsurance on Sunday and they said someone would call me Monday. That didn't happen. It took me a further six calls to Outsurance to get help. One guy kept me on the phone for about 10 minutes and then told me "sorry I only deal with broken windows, not claims as well". He transferred me to someone else and then I was cut off. I called Glasfit today as they hadn't called me back. The woman who answered the phone says she needs my VIN number before she can proceed. It is Thursday today and I am still driving around with a broken window and no closer to know when I will be helped. I have never experienced this frustrating service before, which leads me to think that Outsurance is not the company it once was.