TIH/ Dial direct a real disappointment/ ****

I logged a claim to Dail direct my insurance on the 11 of March 2026 and till to date. I claimed for my Windscreen that has a huge crack.i advised the consultant at @dialdirect that I want the original windscreen from VW since the vehicle has auto features. The Insurance wanted me to take the a generic windscreen. I I escalated the issue to the dispute team still beginning of March. I got a response by lady called @ Tanya Jansen van Rensburg who is supposedly a specialist. Her first request was to find out if o still had a warranty which that has nothing to do with windscreen. She took weeks to investigate what ever she was investigating and please note not once have I been called by the insurance not ONCE! This was her response “ We refer to our telephonic conversation on the 11th of November 2026 when the outcome of your dispute was discussed with you in detail. We note from your dispute that you are not happy with the use of secondhand parts being used on your vehicle. During the review of your dispute, it was noted that your vehicle is a 2023 VOLKSWAGEN and that the vehicle is no longer subject to the manufacturer’s warranty. Therefore, the insurer is entitled to repair/reinstate or replace the parts on your vehicle using alternate/secondhand parts provided it does not compromise safety. Please refer to the following extract from the policy terms and conditions in this regard: The purpose of an insurance contract is to indemnify the policyholder, which means we need to place you back in the same financial position or as close to it as possible as you were in before the accident. When a vehicle is no longer under warranty the obligation to repair the vehicle with manufacturer-approved parts falls away. If parts will influence the safety aspects of the vehicle, original parts will be used regardless of the warranty status of the vehicle. It is also noteworthy that the use of alternative parts/secondhand parts is an industry norm when repairing non-warranty vehicles.” I am claiming for Windscreen not parts!!!! And apparently we are in the future because I was contacted on the 11 of November 2026! She responded days later after I mentioned the inaccurate information she provided. Apologizing about lying that I was contacted and incorrect date. Then dictated that what she advised us on STANDS - her exact words” While the claim was correctly submitted, in line with the policy terms and underwriting criteria, the insurer has authorised an approved alternative windscreen, and this decision will be maintained.” THUS DECISION WILL BE MAINTAINED”!! She advised on the 16 of April 2026 that she has escalated the matter to management again till to date no one has responded. Dial direct you are a disappointment and every month you do move sure you debit my account but when I claim for an insured vehicle we not assisted and we are given a clearly *********** “specialist “ who honestly seems to know nothing!!!! A ****!!! You are disgusting and !