Dissapoint in budget

My car was involved in a hit and run on the 02nd Aug. Called budget Monday the 04th to lodge a claim. Explained all the details to them, completed all the forms. Sent all the pictures to the panel beaters. My claim is approved. I arrive at the panel beaters, the panel beaters says that the bumper was not approved. Fine, I call budget again. They say that I never mentioned the bumper as part of the accident but all pictures was submitted, I need to lodge another claim whilst I have already paid access of R5200. Second claim is approved at a different panel beater while my car is still at the first panel beater, so I sent a complaint. They then approve the claim at the current panel beater but now I have to pay another R5200 because the claim was lodged as a second claim. How is this possible. Same panelbeater where the car is at but I must pay R10400 to fix my car. So what is the purpose of having insurance if this is how it works. They can leave to fix my bumper and fix my car only halfway. I will fix my bumper in my own personal capacity as its cheaper than the excess I would be paying. Oh and another thing they use panelbeaters in Johannesburg even though I reside in Pta. I am so dissapointed in budget insurance, what started off as a joy turned into a nightmare. Who has R10400 laying around?