Poor customer service

My name is Mashudu.I was hijacked and The hijackers broke the window of my vehicle. I called my insurance and they send my car to renew it Greenstone on the 2nd of April 2019. I call them to find out when my vehicle will be ready for collection they said to me it will be ready by the 12th which was next week Thursday. I call them again by that Thursday and they give me another excuse. Now it's been a month and 2 weeks of undelivered service. When I call them they always said they will call me back which they never did. And every time when I call them I have to hold for an hour before they pick up. They are bunch of unprofessionals who doesn't know what they are doing. They don't value their customers,they take their customers for granted and I really don't know why my insurance send my car to bunch of losers. I have suffered a trauma from hijacking now I have to suffer another one. How long does it take to fix just a broken window?