Excess Fee Reimbursal

I was involved in an accident a little over 3months ago. A vehicle crashed into the rear end of my car which resulted in damages to the bumper. As per routine, I had to pay an excess fee to get my car fixed but was assured by Budget Insurance that I would be reimbursed as I was not at fault. Since then, I have received no follow up from the company, instead, I have had to reach out on my own accord to find out how far they are with resolving the matter and returning what is mine. The call center assistants are rarely patient or interested in helping with giving thorough follow ups on issues which is very frustrating. I would appreciate it if this company worked on their feedback/follow up system and client communication as well as retaining consistency in the services they claim to offer.