Budget not approving dent and scratches claims

We have a separate car insurance specifically for dent and scratches with Budget for more three years now. In 2014 towards the end of the year we made a claim for scratches with budget. They said we must take the car for quotes which we did. the end up not finalising the claim and we let it go after months of waiting. We again made another claim early this year of course now with more scratches. they said we will still use the same claim number we used last time that they did not finalised. we got the quote, which they then said we must getting a quote from a specific panel beaters that they work with. when did that and now the cost was more than the quote done last year as there were more scratches. they then turn around and said they can only pay 3000.00 which is according to the contract. forgetting that the cost is more because of them not processing the first claim. <br> <br> still we did not argue it. its been 4 months now waiting for the approval. when make follow ups, they promise that they are busy processing the claim. next follow up, your query has been escalated. but to date nothing is happening and yet they keep on debiting the account every months for premiums.