Are you ever going to replace my windscreen????

On 11/01/2016 I called PG Glass Centurion regarding the replacement of my windscreen. in the 12th, my insurance sent me an sms saying that my claim has been approved, including a ref number. Today is the 26th and STILL NO CALL FROM PG GLASS CENTURION. There call centre is absolutely pathetic. And when they put you through to the store, the people hang up in your ear and / or are very rude. When I queried it, the guy told me I had a 2015 model car, but it is a 2010 model car. That will obviously not be the same windscreen model. What is going on???