SHOCKING SERVICE!!!

I submitted an insurance claim on PG Glass' website on 26 May and received a reference number ***. I provided all the necessary details i.e. VIN number etc. On friday a consultant phoned me and asked me for all these details again. He advised that the claim is logged and the fitment centre will call me. This morning I phoned to follow up on this claim and was told that there is nothing logged / submitted. I then spoke to a Lerato, who had to take all the information from me again. She advised that the claim has now been logged, but there is no email verification or reference number to this effect and that the fitment centre will call me. This is my director's Mercedes Benz, it is winter and certainly NOT safe to travel without a window. Do we need to go somewhere else?