Chip Repair on Windscreen

On the 21st December I phoned Mi-way, putting in a claim for my car's windscreen, as I got a chip in the windscreen when I was travveling home. I then got a claim number: 691903, and an sms saying that Nigel Glassfit will phone me, I waited 2 days for them to phone in which I have also tried phoneing and yet still not luck, I then phoned Mi-way again and asked them to please rather send the claim then to Heidelberg as Nigel is not getting back to me and they said that they will, that was the 23rd December, today is the 31st and I am still waiting. I will not be held liable if that chip cant be repaired and they need to replace the windscreen as I have reported this as quickly as possible so that this can be avoided. We need to repair that chip, and I have had no luck from Mi-way of Glassfit.