Scheduled downgrade did'nt happen

Please assist me, on the 24th of April 2018 I called to lodge a Windscreen claim with Standard Bank insurance for my car, the claim was authorized by Vuyo Philisani same day and I should have feedback within 24 hours. On Thursday 26 I called PG glass to find out where they are with the process and I was told no info regarding my claim was received from Standard bank, I then called Philisani and he said he will follow up and call me back, he never did. I appreciate his help and he was very professional on the phone but I had to spend a weekend with cracked windscreen and which resulted in me getting a ticket over the weekend. Today, the 2nd of May 2018 I called PG glass still no info received, please help.