Windscreen glass crack

Good morning, I am a vehicle policyholder to comprehensive policy for over 16 months, a week ago I got a windscreen glass crack from a tar road stone , to my surprise the insurance said they are going to replace the windscreen glass with an alternative one not an original windscreen glass for the model of the vehicle, if they have to I have to pay R12462,I was shocked because I made a quotation two days ago for the original windscreen and the price was R12635 , it means this insurance wants me to buy my own windscreen and they will cover for installation and VAT , I was not informed about this information the first time I took the policy with them, I have been a loyal policy holder, what is painful a lot is I have never claimed for anything since I have been with them, now they are disappointing me with just a windscreen glass , they were supposed to install an alternative windscreen glass on 12/06/2025 . I called and requested for a quotation of what they are going to install in my vehicle, they said I should wait for 72 hours, why should I wait for 72 hours if they were going to install the glass already! Are they saying they were going to install something they had no idea how much it costs! how did they come up with the amount that I have to cover if they don’t have a quotation with them , I am paying for comprehensive policy, but they want me to pay for my own windscreen and they cover the remaining costs which I don’t even know how much they are covering because they are not communicating with me in a formal way , this policy only responds to customers email with AI bot . I’m disappointed but at the same time I am relieved that i didn’t get a big car accident to find out how unreliable they are. Do better to customers, don’t disappoint customers because you will loose the loyal ones