Budget contributes approximately 24% and expects me to find the remaining 76%

Budget leaving me liable for approximately 76% of towing costs while storage fees continue increasing

I am extremely disappointed with how Budget Insurance is handling my motor claim following an accident involving my insured Hyundai H100.

On the night of the accident, I attempted to contact Budget using the Budget number available to me. I followed the telephone prompts trying to obtain assistance but was routed to the sales department instead of towing assistance.

At the same time, police at the accident scene instructed that the vehicle had to be moved because it was causing an obstruction. A towing operator was available, I specifically advised them that the vehicle was insured with Budget, and the vehicle was removed.

Budget has now advised that it will contribute only approximately 24% of the towing/release costs, leaving me personally responsible for approximately 76%.

I understand that my policy requires me to contact the dedicated towline. I am not denying that condition.

What I dispute is Budget treating the situation as though I knowingly or deliberately ignored its towing procedure.

I attempted to contact Budget during the emergency, followed Budget's telephone prompts looking for assistance and could not reach the appropriate towing service. Meanwhile, police required the vehicle to be moved.

The situation has become even more frustrating because my vehicle remains with the towing company and storage charges continue accumulating every day.

I have spent considerable time repeatedly calling Budget trying to have the matter escalated.

I was told that somebody would call me back. No callback came.

I called several more times and was told callback requests had been logged. I still received no callback.

I was subsequently told that my matter would be escalated to a senior person. I specifically asked to be included in the email so that I would know who was dealing with the matter and could communicate with them directly.

I received no email and no written correspondence explaining what Budget intends to do.

I have also been told that I can take the matter to the Ombudsman.

I am prepared to use the formal dispute process if necessary, but referring me to the Ombudsman does absolutely nothing about the immediate problem: storage charges are increasing while everyone waits.

I have asked Budget to engage directly with the towing company, negotiate the release and assist in getting my vehicle released while the dispute regarding ultimate liability is dealt with separately.

Instead, I am effectively being left to deal with the towing company myself while Budget contributes approximately 24% and expects me to find the remaining 76%.

I have insurance specifically so that I have assistance when something goes wrong. I do not believe this situation is being handled reasonably, particularly considering that I attempted to contact Budget during the accident and have repeatedly tried to resolve the matter afterwards.

I am asking for urgent intervention from senior management, proper reconsideration of Budget's contribution, and immediate assistance in getting my vehicle released before further storage charges accumulate.

I would also appreciate actual written communication from Budget rather than further promises that somebody will call me back.

claim no:***8