Arrogant assessor

Budget insurance took my car to a panel shop that is not BMW approved, as a result BMW suspended my motor plan. I raised the matter with budget about two ago when I I tried to get my brake pads replaced at a BMW dealership and I was told that I would have to pay for the repair because my motor plan was suspended. An assessor by the name of Sello said he was handling the matter but I still have not received any feedback from him. When I call the consultant tell me that he is busy and will return my call within three hours but that has never happened. I'm sitting with a car that I cannot drive for almost two months now and Sello is always busy with something except for sorting this mess.