Complaining

I have been a customer for Budget for more than 4 years, I was involved in a car accident in July and I have submitted my claim. The accident was coused by third party which now my insurance are not bothered to get access from him so that my car can be fixed. If I was at fault I was going to pay but everything was submitted to show that I was not at fault. I'm not told that chances are zero for me to get my access. This is a bad bad service for someone who has never missed any payment. I see they advertise that if you don't claim in 2 years you get money back but I have never received. Plz contact me on ***