Budget Insurance giving half service

I have been insured with this company for 2 years now. My car has never been involved in an accident before meaning that I’ve been paying consistently every month with no claims made inbetween. Unfortunately on the 9th of December 2023 i was involved in a car accident and my car was only taken in for repaires on the 16th of January 2024. Firstly, Budget insurance promised a courtesy car but never delivered, I’ve been struggling with transport since the 9th of December last year until now. There is no public transport where I stay, I’ve been using Uber since the day of the accident. The company that is doing the car repairs is done with the body, they say that Budget insurance doesn’t want to approve the windscreen whereas they approved it when I was doing the assessment with them. Tonight they will be doing their 2nd deduction with me not having a car. When I call them, their caller tune exhausts my airtime I can’t get ahold of them. Why do I still pay full insurance when they can’t do all the work? This windscreen broke during the accident. I pay insurance without any hassles, I also paid the excess fee very quick because I wanted my car to be fixed very quickly as I struggle with transport, but all they are doing is to give me a hard time