Unsatisfied regarding my claim

I am very annoyed with Mi-Way Insurance. I am a client for about a year and a half now, and have never claimed from there until we had an incident last weekend. We have only one car and live in a relative safe area in our town. But last Friday night we had a window smash (we have only street parking which is stated in my policy.) So the Saturday morning we discovered the window smash and I phoned mi-way to find out what is the next step. We went to the police, got a case number and opened a claim.

My husband work in Cap-Town(he recently took on a new job) and we still live in Wellington(re-location is not an option right now) and for a week now my husband must drive with an open broken window in and out , in the middle of winter. We got an email stating the access fee is R1230. A quote on a new windown is actuall about R1600. We have never claimed before , and with our new situation, this is really and emergency to get the window done as soon as possible. But the access amount is really high for a window and for someone who has never, ever claimed from Mi-Way and always paying the monthly debit order on time.

Is there really no exception? Must my husband now get pneumonia as well or what about the rain??? I am really disappointed.