Appalling customer service

I made a claim for replacement of my windscreen with my insurance on the 4th January. My insurance communicated with the supplier ( PG glass ) and make all payments. PG glass called me to confirm the claim and promised to call me as soon as the glass is ready. I've been checking on them after every 2 weeks since then and they keep on telling me that it's the original glass so they still waiting. Two weeks back I called them and they said the claim is expired. I called my insurance for an assistance which they called pg glass and pg glass promised to call for arrangements of installation but up to now no results. Pls assist me to check what the problem with pg glass (rustenburg) could be.reference number ***.