Zero Excess is NOT Zero Excess

I had a voluntary excess included into my car insurance policy, however, when hail cracked my windscreen, Discovery said the "no excess on weather-related claims" does not apply anymore!

Thanks for telling me!......The Discovery Broker did not advise me of this, and nor can I find any such clause in either my policy document or Discovery website.

I have been chasing the outcome of my complaint for over a week, to no avail. What is going on Discovery Insure? What is taking so long to get back to me on the outcome??

I want my windscreen replaced, with a zero excess applying.