VW DSG COMFORTLIBE WINDSCREEN

My Polo comfortline Dsg windscreen started cracking on Friday on my way to KZN there was no chip or anything that would cause the windscreen to crack, I went to VW Hatfield (Melrose) they told me that they wont cover because is not mechanical problem, I then called VW The Glen the say I must claim from my insurance, this is not the service I was expecting from them