Poor service

Poor service from Discovery Insure. I have lodged a claim for a cracked windscreen on a Mercedes Benz and was advised that it would be replaced by a generic. I had similar claim last year and it was replaced with a Mercedes Benz original. After lodging a complaint with the service agent, I requested to speak to the Team leader who was equally of no assistance. I requested to speak to a Manager and have to date no one has contacted me. I am paying a premium for my insurance and do not expect this poor level of service. If the policy had changed since my last claim, I take issue with the lack of communication in this regard.