OUTsurance Claim Raised

As you have now responded, it opens the door to mention the little problems, unrelated to the above, as the claim logging was completed:
I was told when I return "1" n the OUTsurance SMS's received, I would receive a call back - I tied it this morning, but they came back as undelivered... So, it didn't work...
Glasfit SMS's advise me to click on the url supp****, for faster claims or an Agent to call back - used it this morning, took me to a Whatss App applicaion, but no option to get Glasfit to call me, but somehow, via this I did indeed obtain a number to call them (which is the opposite) I actually received 3 of the same SMS's from them, yesterday...
So I called the number of the Pta-North branch at 10:08 this morning, who told me that she can't even see the claim yet on her side, took a few notes and said she'll phone back in 10 minutes or so, which did not happen.
I also have mentioned to her, that I actually requested OUTsurance to see if this could be done by a mobile team, and the response was positive, with another I will call you back to make arrangements...
At 12:33 I received a new SMS, I think from Glasfit, advising that the claim was authorized, a term I do not understand in this scenario. In my mind, this claim was authorized the moment I told OUTsurance to continue with it and they have appointed Glasfit and Glasfit will contact me to make and appointment, was what OUTsurance has said...
If that is the arrangements, then Glasfit needs to fix their APP to indeed make the "to be called by Galsfit" part working and if they, after me calling them, promise to sort all out and call back with feedback to confirm and/or arrange an appointment, howe come the last SMS from them basically is indirectly asking me to call them..??!! The lady at this branch, twice made the commitment to call me, 10 to 15 minutes later - the need to honor their promises to clients and their arrangements with OUTsurance, indeed...