Budget Insurance Stalling Tactics: Car Stranded, Courtesy Car Expiring, and Total Communication Breakdown

I am writing this review out of sheer desperation after being subjected to an absolute runaround and many consecutive days of calling Budget Insurance with zero resolution. Four weeks ago, I had an accident. Budget towed my Jeep Grand Cherokee to an assessment centre in Blackheath - completely inconvenient as it is far from the accident scene, my home, and the assigned repairer. While the initial approval was reasonable, the process has completely derailed since the vehicle arrived at the repairer.

Upon further assessment, the repairer notified Budget of the required parts. Budget insisted on approving only second-hand parts. The repairer immediately emailed Budget (Mathew C and Hannes L) stating that second-hand parts are completely unavailable for this vehicle, and new OEM parts are on a 2–3 month backorder.

Budget has completely ignored this crucial email which has been sent a week ago. Instead, I am trapped in a call-centre loop:

1. I have since spoken to 4 different agents (a number of other agents before the email), repeatedly explaining my story. Every single agent tells me that "the repairer is waiting for parts" - which is untrue because Budget has not approved the new parts yet! 2. Agents continuously claim they are "escalating" the matter to the Processing Manager, Parts Manager, and Assessing Manager. 3. When I demanded to speak to a manager and someone is actually available (Kurt), he promised to escalate it personally. Yet, when I call back, the next agent has no record of this, and the script resets. Nobody from Budget has called or emailed me once since the initial claim.

To make matters worse, my policy includes a courtesy car. Budget refused to let me pause and resume the car rental to save days, forcing me to take it consecutively. My 30-day rental expires TOMORROW, leaving me entirely stranded. Despite multiple managers and agents promising to escalate my request to extend the car rental due to their internal delays, absolutely nothing has been done.

This gross negligence directly violates the Policyholder Protection Rules (PPR) regarding fair customer treatment and efficient claims processing.

I would appreciate it if a senior manager from the claims and car rental department could contact me urgently to resolve the parts approval and extend my courtesy car while this is being sorted out.