Appalling Budget Insurance service

I was in anaccident in December 2013. The other party drove into my back passenger door after running a red light. After pulling over, I immediately spoke to the offending driver and took down the details of both the offender and the witness who was the driver just behind me. Throughout this time, I had put the voice recorder on and recorded the offending driver apologising to me and admitting he was in the wrong. I went directly to the police station with the offender to report the issue and directly called Budget insurance to file a claim and to provide all the details of the offender, witness and police report number. Since I required my car to commute to and from work everyday, I explained that fixing the car was an immediate requirement. Budget Insurance advised me to repair the car myself and they would recover the costs through legal claims. It has since been over a 1yr and I have not received any money! I have made contact with Budget and when asked to speak directly with the manager the phone center proceeded to transfer me a number of time and then hang up! They claim the witness cannot be contacted, however, I have been in personal phone contact!! Very angry&unsatisfied!