Unproffessional services by Standard Bank Insurance (Leaving Standard bank insurance - Hello OUTsurance)

I reported a damaged /broken vehicle window monday 24 June 2019 12h36pm after my vehicle was broken into sunday 23 June 2019 night when ****s forced themselves into my car. Called insurance to report and claim window replacement, firstly I spoke to a consultant (Nelly) to launch the claim her system had issues then i was told she'll call me back. No call received an hour later, I called again spoke to another consultant (Mbali) who confirmed that the claim was not launched. She launched it then confirmed that Auto Boys will call me to schedule the window fit, nothing happen once more. Today 25 June I decide to follow up, I was told they the claim was not authorized. The lady said Auto Boys will contact me to schedule the fitment still nothing happened. My question is why should it take Standard bank more then 36hrs to authorize a damaged window claim? But my premium is always paid on time never skipped payment.........They today at 12:10pm I receive a call from Auto Boys confirming my claim and they said a branch will contact me to schedule fitment, once more no one called. Now i've insured all my vehicles with standard bank hoping good service since its my bank but i doubt they care about their customers. No I can't go to work, malls, shop, literally not anywhere due to this no window issue. How is my car supposed to be safe with standard bank if they can't replace a meer window?