Discovery Insure 'ghosting' my claim

I registered a claim for a cracked windscreen on the 9th Jan 2020. They approved an alternative glass replacement against my OEM vehicle warranty terms and conditions. When I challenged their decision and sent my policy terms and conditions, They stopped responding to my calls and emails. My car is still parked as its not drivable with that crack. I did not receive a single call from anyone at Discovery Insure from the moment I registered the claim to-date. Not even a simple courtesy call in 12 days.