BAD SERVICE AT CLAIMS!!!

I phoned outsurance in April 2015 to lodge a claim for my windscreen. As windscreen claims is usually R250. To my surprise my excess was R1 000 and a brand new windscreen cost that much. So I told the lady that was helping me not to put through the claim, which she then DID and then just CANCELLED it. A few days later my windscreen excess was dropped to R250 than came into effect the following month. Which I then decided to wait to put through my claim then. When I phoned back to lodge my claim, I was informed I still had to pay my excess of R1 000 as my claim was lodge on their system, which I did not as I told them in the first place I will not be claiming then. I also lost my outbonus because of the much said claim. I was promised by numerous people that they would listen to my recordings and the recordings when my husband insured the car and they will contact be back. I am still waiting 2 months later for that phone call. I am still driving around with a cracked windscreen!!!!! Lost my outbonus though I did not even claim.