Budget Insurance poor communication and refusing client to access their Records.

What a nightmare. I took out a compressive car insurance cover with budget insurance then I got involved in an accident. They towed my car the very same night. My policy included a curtesy car but I have been using bolt for 14 days now. I haven't got any update from them, when I call am being told that they will get back to be. When I called claims department I was told that FARHANA Shaik has been assigned as consultant that will be handling my case. I haven't received any correspondence from Farhana and budget insurance. Day 14 I receive a call from Paint a car telling me about excess payable and betterment payable by customer. That time I haven't heard anything from Budget Insurance. No curtesy car.. No update from them