Taking long to process my claim or get back to me

Refuse to replace my windscreen. When I called in on the 21st to let them know that I had a chip on my windscreen which needed to be attended to on the day that it happened. On the 28th an agency called wanting info on how the accident happened, I clearly stated to her that the was nothing wrong with my car and also wanted to know why they are only attend to my claim only seven days later. Their excuse was that it was a holiday season and no one could attend to much request. Neithless to say now it has turn a crack which they claim it would almost R7k to replace and I have to now pay an excess of about R1k and some few rands. My question to is that if this attendend to long before the crack happen these cost could have been avoided. Another one of their excuse I had claimed a comprehensive claim but with I repeatedly told this was only a windscreen of the car only. I would appreciate if they can get their act together and stop trying to push the blame. English is my first language but I'm sure I made it clear to them that I need assistance with the windscreen before any further damage was done. But on to be told on 2rd January 2019 that I will be liable for a R1300 acxess which I was trying to avoid even even the chip turned into this horrible crack.