Frustratingly Unprofessional feedback from Old Mutual Iwyze on claims logged

Im disappointed to say that their communication in dealing with a claim is frustratingly unprofessional: after 2 weeks of putting in 2 claims, im still not sure where to go or what to do, accept for an sms asking me to pay for claim 127502 and email POP. claim1|*** and claim2|127502 What i need to know is when and where will my car window and windscreen be replaced and when replacing my drivers door windscreen, how will they handle the extra costs of replacing the had rubber that was damaged