Bad service

Last year I took out an insurance because it was excess free, December 2021 had hail damage to the vehicle and when I reported for a claim I was told I have to pay an excess of R3000. I explained that I do not have an excess and the broker I used was surprised because he knows I moved to Momentum for free excess, now I have waited more than a month waiting for my vehicle to get fixed from claims department they don't respond, I have difficulty in driving because the windscreen is badly damaged. I would really appreciate your assistance in this matter. Mrs Dlamini