No service to complain about

I submitted a claim via my insurance provider, and on Friday 9 June 2023 at 7h53 I received an sms from PG Glass informing me that they have received my claim, and will inform me as soon as it has been authorised. Four minutes later I receive a reference number from them, and then ...nothing. On Monday morning I contact PG Glass myself and speak to Marizaan, who took my number and promised to get back to me. After 16h00 I called her again, and still she did not have anything. I then informed her that I will request my insurance to change the facility to Upington PG Glass, for they seem to be unable to assist me. Her responce? Its fine, have a good day!