Utterly disappointing service in a time of desperate need

On 15 November 2023 I submitted a claim for a cracked windscreen on my vehicle and sent the claim to PMD within the hour of me realizing the cracked windscreen. Despite PMD giving me an undertaking to provide feedback whether my claim would be approved or not, I waited more than 48 hours without a response. When I did follow up late on a Friday afternoon, there was still no feedback. As they could not be contacted over that weekend, I was left with the risk of driving my vehicle where the Crack on the windscreen increased in size (by more than half), which could have potentially caused the whole windscreen to shatter. I had no option but to repair the windscreen as a cash repair, with the only qualified repairer available. I submitted my proof of repair and all the necessary documents needed in order for PMB to reimburse me. Despite a further 3 days lapsing for me to know what the outcome will be, PMB on 23 November informed me that the claim is reputation due to me allegedly not uploading photos of the vehicle on their basic app. Not only did I upload the photos on the app before the date of the claim, I find it too convenient that PMB allegedly found this after I claimed for the reimbur*****t. I have offered to show proof and directed them to interrogate their app for possible glitches, but another weekend is approaching without me knowing the outcome of my claim, or appeal thereof. PMB do the correct thing and reimburse me, without looking for a poor reason to repudiate. The public ought to know this is how you treat a claimant who has never claimed before under the policy, and noting that this reimbur*****t does not exceed an amount of R2000.