Insurance claims through PG glass more than a nightmare

Why does PG glass fourways not know how to repair a windscreen chip through an insurance claim.

When trying to get a chip repaired and doing it through insurance PG glass had no idea how procedures worked. After speaking to my broker more than 6 times while there and her assuring me that they have the system to put the claim through with the policy number, I was called and made to wait for ages while they figured it out. After having my windscreen repaired I was still called and told incorrectly that I needed to provide them with the claim.

How does a large business like this function if they don’t even know how their own systems and procedures work?

I will never use PG glass again.