Worst experience

I registered a windscreen claim with my insurer month end of February 2023,claim was approved and I received a call from PG glass Wonderpark to set up an appointment to have it replaced,due to work I couldn’t go so we rescheduled the appointment to the 18th of March,then before the appointment a family member passed on so the day to fit the windscreen was moved to the 1st of April 2023.I drove to Wonderpark Pg glass on the day of the appointment but only to be told that the lady is not in today…I left my contact details so she can phone me and set up another appointment but 3 weeks later I still haven’t received a call.on Monday 17/04/2023 I called the call centre to find out what’s happening I spoke to the guy named Shawn who kept me on hold for more than 28 minutes trying to figure out what happened.he then promised to call me back the next day but till today I haven’t received any call.my insurer has paid the claim but still my windscreen is not fixed.Do I need to take the matter further before I can get assistance ..claim reference ***