Frustrated with Third-party claim dealing with Old Mutual Agent!!

On 18th January I drove through Hoopstad. I stopped at a service station called Future Fuel. I asked one of the petrol attendants to clean my windscreen of my 2024 Toyota Hilux Rader X with 12000 km on the clock at the time. After washing it I got back into my vehicle and saw a lot of fine scratches over the entire windscreen. At first, I thought it was just cleaned with a dirty cloth, but after inspecting it I can confirm that it was indeed scratches over the entire windscreen. I called the attendant and showed him the scratches. One of the first things he said to me is that they previously reported to Management the defective equipment, but nothing was done. I asked for the owner or manager, so that I can report it to them also. I was informed that the owner or manager is not available. I requested contact detail from the attendant which he provided to me. I reported the incident to the manager after two or three days when I arrived back at home. I was given the contact details of an agent at Old Mutual for the third-party claim. The person that I spoke to could not help me. At first, she said that I did not report the incident immediately. She provided me with two video clips from the garage, but the part where I reported my findings to the attendant was not on the videos. The agent also questions my honesty in my affidavit regarding the incident. In the beginning I provided them with a photo that I took on the day showing the scratches. According to her the photo is a smash on the windscreen and not scratches. I get the idea that she just wanted to make an impartial decision without considering all the facts and my statement under oath in order to decline the claim. She is constantly fabricating new excuses not to approve the claim. I provided her with an inspection report from a qualified dealer, which confirms the scratches on the windscreen, and again she created an excuse that the report does not confirm that the scratches was caused by a defect scrubber. When I look my vehicle in for inspection, I merely wanted to get a report on the findings without leading them into the causes of the scratches. According to her this is also not acceptable. WITH ALL DUE RESPECT I CANNOT CONTINUE DEALING WITH THIS AGENT FROM OLD MUTUAL!!!