Unfair Excess and Non-existing service.

When calling Hollard to register a windscreen claim you get transferred directly to My Glass. Hollard never spoke to me or my client and My Glass arrange for the windscreen to be replaced.

Now the client must pay a penalty excess because the replacement weren't approved before fitment but we did not know it was never approved.

I have followed all possible channels to get help but could not get any one to help. I was told to contact the team leader but he/she is not answering their phone. I left a msg but they don't call back. I sent a mail but they don't respond.

How can a client trust Hollard if this is they way they treat their clients and brokers.