Placed a claim as my car was broken into, been waiting over a week for someone to contact me about my claim

Placed a claim as my car was broken into, been waiting over a week for someone to contact me about my claim. I currently still do not have a car window as no one has contacted me. I had to contact Auto and Gen yesterday to chase up and be told that my excess is more than the window so not worth me claiming from them. I pay over R900 p/m, i would think they could cover my window. I have now contacted them again as i still had not heard what they would do about my canopy lock that was broken in the break in or the ****** blue tooth car radio.