Closing a matter without proper investigation

I am deeply disappointed with the overall service that my husband and I have received from Budget Insurance..<br> <br> During last week, I had decided to call the legal recoveries department to find out about the recovery of my excess from the driver of the other vehicle which had caused the accident.<br> <br> Imagine my horror when I was advised that the matter was closed and that my husband was at fault therefore no recovery. <br> My question is, on what basis was this concluded on? The legal department had not even made contact, asked for any information or photographs etc but just on a whim decided to close the file?<br> <br> Had I not called and continued to trust that the legal recoveries department where competant enough to handle my matter,i would not have been advised of this and therefore would not receive any assistance in the recovery of my excess.<br> <br> This is rather a disappointing service from an Insurer whom we as insurers trust to resolve our issues/problems at time of need.<br> <br> come on Budget, this is unacceptable.