NEVER EXPECTED DAYLIGHT ******* FROM A REPUTABLE COMPANY SUCH AS AUTO & GENERAL

I am dealing with this company's failure to provide progress in relation to the status of my claim. It has been three week since I reported and requested a refund on the extra payment made to ( Glassfit ) for access (proof of payment is attached herein). As per my policy documents, I am expected to pay a maximum of R7700.00 for access resulting from any form of car accident . To my surprise I was charge more than the agreed access when i was booked for a Glassfit window screen replacement. Unfortunately, when I inquire about being refunded the difference paid from own pocket I was told that the claim will be paid within 10 days. To date, no payment has been made. I have made numerous follow-ups to no avail, instead I get to deal with ********* and unreliable consultants who keeps providing me with various form of inconsistent updates instead of timely assisting. Please escalate the matter!