Poor customer service from claims department for the Vaps

I’m extremely annoyed at this point I logged a claim at budget vaps and claim was rejected, and I logged a dispute fine the person by the name Tania called me and told me the matter was resolved and my claim was reopened the claims department will contact me to finalize the claim, I waited and no call from them I call again some lady I spoke to told me a consultant will call be but nothing, to my surprise today I’m recieving a message again from the department saying they have closed the claim cause pictures were not received, when they rejected the claim I had taken my car at BMW a full diagnostics was done at my expense, a quote was sent to them with pictures so I don’t understand the game they playing with