Auto & General Poor Service

I lodged a claim on the 20th January for damages to the 2 front mag wheels and tyres and the claim was authorized , i then found out that i needed to pay R4000 excess which i disputed because that is not the conversation that i had with the broker . I was told i will get a recording of the conversation . It is now the 7th of April and i have still not heard from A& G or received the recorded voice conversation.