Non-compliance and bad service

I was involved in an accident with a driver insured by budget. First of all their client committed ***** and handed in a false statement and claim stating that he was not the cause of the accident which he was. They did not question why the other person involved was to pay. I contacted the insurance wanting to know why non of the communication send in regards to my claim to fix my vehicle was being processed. They informed me that their customer's car has been fixed already. I gave them the correct statement with photo's of the accident site a drawing of how the accident happened and all other relevant documentation required for them to pay to fix my car. I have a reference number *** /2 and have communicated with [Email Removed] and [Email Removed] up to now I have not received any customer service or compliance from their side to resolve the claim. On one instance when I phoned to speak to the consultant handling the claim I received the reply from the operator that this person is on a tea break. I have been unable to get hold of that consultant or to get the money they are owing for me to be able to do the repairs nessecary. This is unacceptable!!!