Windscreen replacement via insurance company

We received the approval code for the windscreen replacement from Indwe, our insurance company who told us to use PG Glass. Rang PG Glass, Silver Lakes to make sure they had a windscreen. Gave them the policy number & the authorisation code. They wanted the Indwe phone number to check our claim (we presume). We only have the call centre number, which she wasn't interested in. What is happening here??? Surely they have contact numbers for all the insurance agencies???? This is unacceptable service.