Replacement of 2 windows

Pathetic service. Claim was sent through on 3 June for two windows. Received a response yesterday (20 June) replacement of one window has been approved however I need to submit another claim for the second window. I was also advised that I would pay excess on the 2 claims. Please tell me if I put a claim in for two windows on the same property why I would need to need to put in two claims? Yesterday I was then advised telephonically by another consultant that this was not the case and that I did not need to send another claim through. I was also advised that I would not pay excess as I am a pensioner. Does anyone know what the A&G process is when putting in a claim because even their own staff do not agree as per the conflicting information I have received. The consultants do not respond to e-mails either!!! Disgruntled and disappointed customer.