Santam poor emergency services

I placed a claim re home claims for broken glass. The weather in cape Town was bad and windy. They did not call 45 minutes after registering claim. So I phoned them. They took 15 minutes to call back in fact they did not call back.. But the glass repair people did. I still do t ha e a claim number 1 hour after registering claim. What is the point of an emergency situation when you get pathetic service