Poor manners and service from Budget Insurance

On the 2nd of July my car was bumped by a client of Budget Insurance. He did everything according to the book. Within a week he gave me the go ahead to contact them. I got a no claim letter from my insurance and submitted it to Budget. More than a week went by before I was contacted by Budget (they communicate mostly through email) I had to call them to ask about the way forward. Then I was informed to take my car to the panel beaters in Nelspruit, after which I told the lady that I am an employee at a government hospital 40 minutes from Nelspruit so I would like to be the 1st appointment of the day. She agreed to arrange it that way. I once again received the info via email. On the day of the appointment I was booked for 8 o clock. I was there early. Half past 8 I went to knock on the door. No one answered. I then called the insurance and spoke to a man to ask if they are closed for the day. He informed me that the panel beaters have been closed since November 2018. Funny how a closed panel beater is the first on their system... I was then asked to travel to another panel beater. Within 5 minutes I was done. That was on the 22nd of July. 20 days after the incident occurred. By the 23rd I received the quote. I send all the needed documents to Budget and decided that I should follow up since it has been 16 days since I took it to the panel beaters. I could not get hold of my original assistant so I spoke to a man again. I asked him about the progress on the claim and he informed me that they are waiting for me to take my car to the panels beaters. By this time I lost my temper. I called the client and told him what had happened and he promised to take things further. Soon after I received a call from the lady. She was arrogant, rude and impatient. She accused me of lodging a complaint through their client. She told me that I could have called them if I felt the need to. Am I not the client? Should they not contact me if, according to them, I did not arrive for my appointment? If I do not communicate via email should they not call me? I am very disappointed by Budget Insurance Third party claim personal. I hope that this review will aid in the process of completing the claim.