Budget insurance poor service

My son had a car accident upon which Budget approved the claim. Budget then selected their preferred repairer. There has been problems with the repair and Budget is not taking responsibility of ensuring that the vehicle is being repaired according to standard. It is extremely difficult to make contact with the relevant stakeholders at Budget, when eventually making contact with them they understood that the vehicle has been repaired and collected. This delay is very costly and the manner in which they conduct business is very unprofessional. There is absolutely no communication between Budget and repairer until such time by some miracle you get hold of the person at Budget, who confirms they will get back and never do.