Pay a cess for hail windscreen damage

Please make me understand what do you mean if you say your client will not pay excess if the damege is due to natural causes. On the 14/11/2023,my car windscreen was hit by hail parked and put a claim and I was told that windscreens are not covered on natural causes. Last time when it was changed I understood that I have to pay cos it was not natural cause. Now I really don't understand