No Service and 2nd Hand repairs on my Car

The level of service that Budget offers is truly disgusting. I made a claim for my car 4 weeks ago and still it hasn't even been taken to a repair center. I learnt today that they have approved "Alt Parts", effectively 2nd hand parts that they're going to source. Are you kidding me!? I pay my insurance premiums every month, and I have a vehicle covered by motor plan. They cannot be fitting 2nd hand or pirate parts. What insurance company fits 2nd hand parts.

4 Weeks waiting. 2nd Hand Parts No communication (Seriously not even once have they called me. I have called and emailed over 10 times). I have spoken to a manager. I have emailed a manager. My car is still not even at the repair center.

Feels a bit like a hostage situation..... Where they take the money and in return.... nothing.