Is budget insurance a government department????

On the 2nd January 2024 while driving to work,with the high levels of rainfall I could not see multiple pot holes in the road resulting in damaging two tyres and two rims I called into the call centre who instructed me how to get the claim process started after doing of this i was told me someone would get hold of me before the close of business on that day. It is now the fifth of the month and nobody has yet contacted me in this regard I travel eighty four kilometres a day without a spare what advice would anyone working for that company give me????? I have made multiple follow up calls to no help and would you use your own company for insurance???