Lack of assistance for a claim

I had a windscreen claim logged, I was referred to PG glass. My glass was replaced, I was not happy with the service received and reported it to Santam. I was informed that my matter will be escalated to the manager of the glass division, but it wasn't. I had to follow up regarding the complaint that I logged. I also advised them regarding the repeated issues with the poor service from PG glass Midrand and included them in the communication which included a video of the damage caused. It seems like I am not receiving any assistance from the insurance company, yet I was referred to PG glass by Santam.