Hyundai Pinetown Service Centre Cracked Windscreen

My vehicle Hyundai H100 was sent to Hyundai pinetown service centre for a service on the 12 June 2021 upon collection I noticed the windscreen was cracked the windscreen was not cracked upon arrival I spoke to the service consultant Tracy aswell as Ryan the workshop manager they promised that they will attend to it on Monday 14 June 2021. I took the vehicle for the windscreen to be assessed they then sent the vehicle to the glass companies to assess the vehicle once done they asked me to pick up the vehicle, I had to wait for 2 hours for the vehicle to be assessed Tracy then told me to take the vehicle home and she will contact me once she gets feedback regarding the windscreen. I then had to make several phonecalls in order to get hold of both Tracy and Ryan they both evaded my calls. Eventually I got ahold of Tracy who told me that she is speaking to her manager. She then told me that I need to repair the windscreen via my insurance and they will then pay the excess. This is unfair I should not be claiming this from my insurance as I was not the one responsible for cracking the glass.the windscreen was not damaged upon arrival Hyundai pinetown should be liable for the cost if I claim I may not be able to claim again this year if need be and there will be penalties against my name