Appalling is an understatement

I am not at all surprised to see so many awful reviews about Budget Insurance on here - all with a similar flavour to the experience I had. I'm told to keep it short which is hard because there is so much to say and if you know the entire story, you'd be appalled. The VERY short version is that my Mum had a car accident on 15 December 2022 and after numerous phone calls made by me, spending literally hours on the phone, the first contact I had from Budget Insurance was TWENTY DAYS after the claim had been registered (which was on the day of the accident.) After duly following ALL instructions when I was given instructions (instructions which were only ever given upon enquiry by ME) and just when we thought Budget Insurance couldn’t get any worse, My Mother received a letter yesterday, to inform her that NO PAYMENT WOULD BE MADE ON THIS CLAIM, as she had not submitted the required paperwork within the 14 days provided. We have NEVER, since inception of the claim, been asked to submit paperwork!! My Mum has paid this insurance for 30 years and has only ever ONCE had a claim on this policy! It seems all the other reviews about Budget Insurance on this site speak about a similar experience to ours. Is this then common practice for this business - it would seem so and that is absolutely shocking.