Claim dispute resolution

Hi, 3-weeks ago was involved in car accident and submitted my claim for repairs. Claim was declined due to non-payment of September premium which was beyond my control and called Budget insurance to explain my case and requested that claim be transferred to dispute resolution department which it was assigned to Natasha Antonio. We had email communication where I had submitted documents that she had requested for her to process the case further and she indicated that this will take 15-working days in which yesterday 11/10/24 was the last of 15-days. Made efforts to contact her or her department on email which was not successful and yesterday made 2-phone calls to dispute department which lasted more than 30-minutes and on both calls I was told by her colleagues that they will pass the message to her and she will will call me before end of business yesterday which never happened.

Car is currently packed not in drivable state and I am left in dark if they will fix the car or not.

I am extremely disappointed with level of service I have received considering that I have been with Budget Insurance for more that 3 years now and consistently paying the premiums with an exception of September last month and I had a case which was beyond my control that I have explained and provided evidence of it.