Disputing the inclusion of items

I joined the insurer last year and last weekend my car broke its rear windscreen which had safety film (anti-smash & grab). The matter was reported to the insurer for claim purposes and everything went well until PG Glass which was recommended to me by the insurer replaced the window. They replaced the window without the safety film saying the insurer did not approve the fitting of the safety film. I then called MSTI to find out why the approved the glass without the film, they informed me that because I did not include it from the inception of my insurance, something that I do not believe because they asked me for all the things that were to be included in the policy and I gave them including this film because it was already fitted in the glass. Now they told me yesterday that they were going to pull out the recorded conversation to verify whether indeed this was included in the policy but till today they have not come back to me with that information after having tried to make them speed up the process. Whenever I raise this matter with them, they keep on telling me that Chendra from their offices will call me hence I took my car without the film on.