Recording held back for excess verification purposes

I am a policy holder with King Price , am currently experiencing problems claiming for half a glass of my sunroof. I am being told to pay a full excess as the sunroof glass forms part of the roof which I have to pay a standard excess of R3500 and not the R750 for the glass. I have requested for a recording to verify if this part was outlined as to my recallation this was not. The recording has not being sent to date I have asked the claims consultant in charge of my claim Cashius several times to send the recording but to date I haven't received any information. But instead insisting that I have to pay the R3500 excess. I am currently driving with a damaged and or broken glass which is proned to more damages in this adverse weather conditions.