BAD Excess scheme

From Thursday i have been trying to get my windscreen claim done i got auth no from Hollard now your Boksburg Branch is coming with the story that i have to pay excess on generic glass when Hollard has clearing on the email send to them stated that the excess does not apply on generic glass. I did the exact replacement in 2022 April and had no excess. The staff will not provide me with a manager to have this resolved keep on saying i need my broker to send them another mail stating the excess does not apply on generic glass. i am so frustrated at this point