Budget insurance avoiding to take responsibility

As a client of Bidget insurance, I thought with them on my side all will be taken care of incase I need I need then as I had comprehensive cover with them policy number 77851.

With the above said on the 3rd October 2020 I got into an accident and as I had to, I called them for assistance which at least I thought they were offering.

Today as a result of poor job that was done when reparing the vehicle, my car has began to overheat and cause serious damage to the engine. Because I know that there is know way I could have caused this myself, I them contacted budget for assistance and a consultant by the name Nkululeko mentioned to me that they are unable to diagnose what could be the problem with the car as a result they will not assist me. Sadly this comes after they took my car claiming that they are going to diagnose and assist with the matter.

My question is how can a big company like budget fail to take my car to proper workshops that can diagnose if they can not. Sadly I don't owe them any premium yet they try to take short cuts when coming to assist me.