Pathetic and not customer centric

So,on the 12th of August I had an unfortunate accident when picking my girlfriend up from an event she was attending. We thought we only had a fire puncture but it turned out that the car had bigger problems.budget insurance collected the car on the 13th and proceeded to do their checks.they called me to verify the events,called my girlfriend then a two weeks later called my girlfriend's friend to ask her questions. They then waited an additional week before an agent called me to advise that they beloved that I had been using my car as a shuttle (now how do I got 15 people into a small car?). I run a shuttle service of which I had advised them of and I only use my BMW for personal use. My claim is now repudiated based on that assumption and that I was allegedly drunk as I was a Saturday night (a working night at that),they are telling me that I have to pay R15 000 to sandton auto to have my car fixed. The agent who called me did not try to find an alternative solution,they did not try to probe further or assist me in any way. No regular communication and their service level agreement is nothing short of appalling,so pathetic and disgusting. This is the worst customer service I have ever received in my entire existence.they are not customer centric and deserve to have their license taken away.