Complaint about Budget Insurance

I am a Budget Insurance customer who is very upset and disappointed with their services.. I have been paying the premiums for more than three years now..In 2021February my car was involved in the accident, and I reported the matter to my Insurance. It's been four months now without having my car back while it was fixed and paid for. The issue is that their panel beaters would not let me have an access to my car because they are claiming that I made a verbal agreement which I know nothing about. I have been communicating with the representative from Budget Insurance about this issue for more than four weeks but they are not responding to any of my emails. What concerns me the most is that even while I'm without my car but I still pay for my Insurance monthly premiums.