discovery's inconsistent message - is this a rip-off or digital incompetence?

I submitted glass claim to discovery on 10/11/2018 with some photos included and discovery decided that the work required is repair not replacement with a R0.00 excess - they later sent a mail indicating that they have reviewed the claim and emphasised that I should take care that the excess might have changed - the same mail still confirmed that excess is R0.00. However their service provider turned their back on me without rendering any service because they claimed that I need to pay an excess of R750...

Why the need to revise the claim? After discovery had appointed a service provider (autoboys) I submitted same photos to autoboys for them to confirm the work required and I indicated that looking at the damage it looks like the windscreen need to be repaired - autoboys also insisted that it is a repair not replacement... after a week of different staff members of autoboys calling me and asking for the same piece of info - the address I eventually took my vehicle in to their premises for repairs on 26/11/2018. On seeing the damage they changed their mind to say that the glass need to be replaced and collaborated with discovery to have the claim revised. On the same date discovery sent me this email indicating the work as "replacement" and the excess or R0.00:

Your claim authorisation

Dear Ntebo

We have authorised your 2013, JEEP, GRAND CHEROKEE 3.0L V6 CRD O/LAND claim for your loss on 08 November 2018.

Your claim details:

Claim number : ********** Claim administrator : Bongani Masoeu Contact number : 011 529 0239 Email : ********** We have authorised the items listed below:

Item description Authorisation to repair/replace/cash Authorisation assigned to Glass Replace Autoboys Glass Services Pty Ltd 010 ********** Please note that the following changes have been made to your claim settlement amount.

Settlement changes Amount Excess R0.00 Total R0.00 You can track the progress of your claim by clicking here.

Regards

Bongani Masoeu Claims Administrator Discovery Insure