Horrible service

I logged a claim for a windscreen chip a week ago. I have constantly calling PG Glass to send their mobile unit to repair the chip before it gets worse. Every time I called they told me they would schedule the appointment with the Krugersdorp mobile branch. The chip is now becoming a crack. When I called PG Glass today, I was told that insurer has not approved. I called my insurer only to find that authorisation was sent to PG glass on 21 October (5 days ago). It was sent to Kholiwe Simelane at PG Glass. How long does it take to inform the mobile unit after authorisation is received? I have to call PG glass again to get this resolved. Do all PG Glass customers have to do a run around to get the windscreens repaired after the insurer approves?