Santam and their useless chronies

My home window got smashed and we followed normal procedure with SANTAM, claim was registered and I got a call from their service provider, PG Glass Edenvale who wanted to come do measurements and advised they will be there in 25minutes (10:00), after waiting for an hour an a half I contacted Ayanda Khulu from Santam (the consultant) but she was on another call and only contacted me after 20min, telling me if I don't want to use the service provider I need to get my own quotes for approval. What makes me angry is the fact that these people think we don't work and just sit around the house waiting for them to come, shockingly I got a call from PG Glass and they took it upon themselves to go to another customer first and advised me that they will be there after 12:00. This is absolutely absurd how Santam uses service providers who are absolutely useless but yet they get the contracts and now I am stuck with a broken window which I will have to get quotes for and then wait for Santam to approve before it can be repaired. Ridiculous!