Budget Insurance means budget service

I am receiving no feedback from Budget Insurance on my car insurance whatsoever. For all the information I need I continuously need to phone them. I requested a call recording, they receive it, but doesn't even bother to send it to me. It is a robotic response from them every time with no interest of going out of their way to assist. With every call I hear feedback will be given within 48 hours. I am currently without transport and one would think your insurance company will be a bit more sympathetic, but not budget insurance. Waiting a week now exactly with not as much as 1 call back after my car accident. Surely the process cant be that tedious? Why must it always be a fight for service with you guys? I probably wait 48hrs on a response here also.