Declined Insurance Claim by Absa IDirect

I lodged a claim on the 26/10/2015 to Absa IDirect, everything went well with the assessor and quotation was done with Mossel Bay Panel Beaters which was sent to assessor. He contacted me confirming receipt of quote and pictures sent by Panel Beater to him and that he'll forward to the insurance together with documents related to claim. I didn't hear anything from insurance regarding date and time to take my car in to the Mercedes Benz approved Panel Beater in George. After about a week I decided to call insurance to get progress on my claim, after a couple of attempts and long waits having to speak to different people, I eventually managed to get hold of the person handling my claim and she told me damage was just over R28 000 and my claim was declined as I didn't take my car in for windscreen inspection within 48hrs after picking it up from the dealer Tavcor VW in George unless I request 80 point check copy from dealer which am still battling to get from sales person. This is a second car insured with Absa IDirect and have never claimed! Why do I have to fight to get my car fixed and do I have to involve lawyers for them to act? I'm still paying my premium. Am very disappointed!