Iwyze terrible customer service

I took out an Insurance on our car at Iwyze. Five to six weeks ago the back of our Sunroof burst and I lodged a claim with the claims Department at Iwyze. Claim no: ********** . I repeatedly explained to them that my Sunroof burst (listen to the recordings) but I was given the mentioned claim number and was told that Glassfit would give me a call soon in order for them to repair the sunroof and an Excess of R950 only would be required and which I excepted. Glassfit called and informed me that BMW should repair the sunroof and I should call IWYZE back, which I did. I than spoke to a guy by the name of Arnold Phiri who me a new claim number: ********** and who took three to four days to respond. When I called back to follow up on my claim, a lady by the name of Caroline picked up the phone and took over from Arnold and was helpful than but have stopped been helpful. Iwyze decided to respond to me on the 26th of April 2019 with the below response which was almost three weeks after I lodged the complaint. After I was first told that I was going to pay R950 only as an excess, things changed and I was told that I would have to pay R4500 excess and an additional amount of R4500 which makes the total excess of R9000 or my second choice would be to except R4700 cash and repair our sunroof ourselves. The glass alone would cost R9000, an additional labour cost will be charged. R4700 only covers half of the glass only and the value of the car will drop tremendously if I have to find someone randomly to repair our sunroof. Why did they not tell me at the beginning before giving me the first claim number and R950 excess that I have not completed my waiting period of six months. The interior of our car is spoiled by the rain because Iwyze is just not responding at all.