Claim dispute - Sales call request

My aunt has a policy with Budget and was involved in an accident last month.Wecalled to log a claim and she was told that her policy is for the third party.That came as s shock as she doesnt remember taking a policy for a windscreen which she said herself that a stupit policy to have if one owns a new car like her.I then got involved and requested the sales call from Refiloe Moretsi who sent it on the 29th July.Unfortunately it was a partial call (a follow up call).I made her aware & she promised to forward all calls.I called her again on the 4/08/2015 and spoke to Corine.She promised to forward her the message.I called again on the 14/08 & Refiloe once more promised to send the copy.On the 25/08 I was informed that Refiloe left the company.I therefore requested to speak to Lani who is a Team Leader.Lani transferred me to Yaugandrie who also promise to send the call.I took upon myself to contact her today after 5 attempts of being put on hold.When I finally got hold of her she told me that she cant talk to me about my aunt's policy as I am not the policy holder & that my aunt called Beverly today which is a lie.Why were they promising me the call knowing I was not the policy holder