BUDGET INSURANCE /INNOVATION GROUP selling lies and poor service

i took out a warranty policy when i took out my car insurance with Budget insurance and i was assured that in my time of need i will have peace of mind and smooth claim process.i was never even informed that there is a third party who will handle my claim at claim stage ,i was only got a surprise calling from a lady telling me she is from Innovation group handing my car claim on the 5th May i got stuck in the middle on the road and called the insurance claims department it took then more than 2 hours for them to assist me and i was been send from one pillar to post ,no one had sympathy there ,i was using my cellphone and while being transferred and assured help is on the way but no help was coming had to be the one calling back up until i had to make sure someone is coming to help ,from there on wards my nightmare started till this day .i was never explained to the period it will take for my car to be fixed or if there was any additional charges i will pay form the claim stage ,the car was with the dealer for a month and only when i made inquiries then after a week was told second opinion is needed and my car will be taken to the assessment center ,during that period no communication or the full details of whats happening to the car they kept on saying someone will call me of which no one calls,only on the 20th June was told the claim is authorized fully and the car will have to be send back to the dealer to be fixed ,i asked are you guys going to pay the claim in full and the consultant i spoke to said yes ,i went to KIA Fountains on 6th of July to check the progress on the car only to be told the car was never delivered ,i then had to call the company Innovation group again on Monday the 9th of June 2018,and i was told the car is still at the assessment center and no one knew why only that time consultants were on their feet trying to sort out the issue ,i asked the consultant by the name of Shinika Jimmie that i want to be copied on all communications between them innovation group,Budget insurance since they are the once i have my relationship with as well as the dealer as i asked previously but never happened. Tuesday the 10th i received a call from Shona from KIA Fountain saying i need to pay extra prior to her fixing the car and i was shocked .when i called the Innovation group i spoke to the Guy buy the name of Neo Malatjie who was so rude ,i asked him for the CEO email address he said he doesn't know it same as the person he transferred me to by the name of Enock Katebete (Manager) who was so *********** and unhelpful saying i should have read the contract ,i asked why was i not told at the claim stage and only now and the dealer is the one telling me now,why am i not copied on the emailed and i have to ask all the time to be communicated to .i was left stranded through out the months with no car to travel to work and any alternative to use meanwhile they trying to sort out this issue ,no communication from the insurance of the diagnosis found on the car and how they will resolve this.When i called i was told this matter will be referred to management by Ishmael Moreki and Thandi but no one ever called me back,i then lodged a complain on 29/05/2018 and receive an email from Mpho Mohlabi Ref CP-6-2 ********** saying i will receive feedback withing 24 hours till this day im still waiting for the call. I have to use public transport to work and to do my personal things ,meantime im paying for this car including the insurance monthly with no fail but im getting a pathetic service .i want my car fixed Budget Insurance you are selling us lies and deceiving us ,Pay my claim in full and i want a letter of apology and make my car is fixed soon ASAP 2 months is a long time .this is total nonsense to pay for