Outstanding window glass damage

I made a claim for my car that was damaged by hailing storm, the damage was on the car body and a front window glass (pictures were sent). I received a response that my claim was approved. However, when I picked up the car at the panel beater, I found out that the front glass damage hasn’t been fixed. When I asked why is that, Luyanda (the person who was allocated to assist me) told me that the assessor did not include this damage as it looks like it’s a stone chip (which is not true). I asked her why was this exclusion not communicated earlier and she just apologised and advised me to make a separate claim for this with chances that I will have to pay another access fee. I just got ****med and misled!