Unhappiness with Bad Service – Glass fixing

I reported a chipped windscreen yesterday which occurred while traveling from PTA to JHB. I called Auto and General call centre to request assistance to get the small chip attended to before the chip expanded to a big crack. After 4 calls and 20 minutes on phone to report the call,I was finally told that the systems are connected to Glass fit so they will also see the call logged and I can expect a call in 15 mins. I waited from 5.30pm right until 8 pm and there was no sms or call. I called the Glass company call centre and was unable to get through so I felt very frustrated with no service or customer care. My intention was to take the vehicle to the Glass fit in Bryanston first thing in morning. Sadly the small chip expanded throughout the night as the temperature dropped. I am very unhappy that I was unable to save my glass which could have been easily repaired instead of being replaced at high costs and wasteful expenditure. Since the windscreen cracked badly, it was no longer feasible to fill the chip.I get a call from Glass at 8.21am next day to indicate they have order to replace my glass and I need to pay access to replace. I was extremely unhappy and explained to Cal of the sequence of events and he promised to inform the insurer. I must indicate that I had the same problem in past with my Fortuner but the chip did not expand at night. The experience for bad service was same but I was at the Glasfit waiting from 7.30am in morning and they technician filled the glass minor crack in less than 8 minutes. By deliberately delaying a minor chip repair resulted in the chip becoming a big crack and now the windscreen needs to be replaced. This bad service is now costing me for approximately R980 excess. This in opinion is a **** to make more money by replacing than fixing. Bear in mind that people drive all the time and not only office hours meaning zero service to the insured at benefit to the insurer. Due to this incompetence in communication and lack of service, I am aggrieved and at the losing end of the equation. Do the sums if this happens to 10000 people a week, then the insurer makes R9, 8Million for that week and almost R509 Million for a year. Sounds like easy money to me. The system must change to help paying customers and not to maximise revenue only. I am not prepared this excess for something that could have been avoided if there was service. I await insurer’s feedback. Unhappy customer.