No principles

So Budget insures to decline claims, they're just happy to collect premiums but have no intention of paying out the claim. I registered a window claim with them which got declined because I didn't do inspection. I informed the consultant that I did an online inspection which seems to have never uploaded on their site. After escalating the matter to their support team who couldn't prove beyond reasonable doubt that the inspection wasn't done, hence they carried on doing the investigation, calling the dealership I don't know for what. If they want to prove existing damage, why don't they investigate and verify the details of my claim as there were witnesses, security, camera systems etc. From the beginning, I've always had to be the one contacting them as I only get SMS's that they tried to contact me but my phone would've never rang. I get no notifications of a missed call and even from my blocked numbers notifications I don't get anything of which they are not blocked. The same way their phones can't get hold of me, how can I justify their online system to be 100% working? No notifications received from them to remind me of the inspection, follow up on it since they did "not" receive it. I've called them after taking the policy to make amendments on my policy, advisors never bothered to remind me or inform me that the inspection was never received. Where is customer service here? So they're happy to collect my premium but can't ensure that I'm covered correctly. Where's treating customers fairly act here? Where's the giving the client correct advice "at all times" happening here? Then they don't want to refund my premiums since I wasn't covered and also not my pro-rata premium which I don't get as I'm still not covered. WOW. So what service are you actually taking my money for and even still want to keep it? I will definitely taking this further with the ombudsman. Thank God it was only a window claim imagine if my car was written off, I'd be proper *****ed right now. I should've listened to people who told me you don't pay claims.