Claim not settle for over 10 months

I laid an accident claim last year. Firstly the claim authorization took over two months then the car was taken to a panel beater in Newcastle who promised to have the car finished in a month. But that ended being well over 3 months and i was given all sort of excuses in the book...from parts not arriving in time to additional work that needed to be done. Although it took over 3 months the vehicle was not completed the tow bar and the canopy was not fixed. I had to take it as it was because i use the vehicle for business and had loss substantial revenues because of these delays. I then made arrangements with Budget to fix the vehicle myself and i was requested to submit my quotation for authorization which took a month. The vehicle was fixed in September 2015 which I paid from my pocket and i then submitted the invoice to be reimbursed in September 2015. To date i have not received my money. I have been calling and sent the responsible person emails to a point that i feel i am being ignored. Hence i would like Hello Peter to assist me. This is definitely unacceptable customer service.