No Service when you claim

Someone tried to break into our car and damaged the windows and lock at the same time. The window alone cost R1900 + and the Lock is R1100. My excess is R1500. The first call, they said they would split excess and need to pay R750 to the window guys, and R750 to the assessor for the lock fixing. They now come back and say the lock cost is not high enough and its less than my excess, but I have already paid R750 excess to the window guys, meaning the total cost is more than my excess. Apparently the information given to me was incorrect, and now no one is coming back to me. I mailed them multiple times, but there is absolutely no service in this company. My next step is the ombudsman. I want your NATIONAL CUSTOMER SERVICE MANAGER to call me! Done dealing with people who don't know what they are talking about and cannot make decisions.