Poor service

I am a new member of Budget Insurance. I called in on the 11th of March 2016 to ask for a no claims letter since I was bumped by the truck and the insurer of the truck wants to pay out for the fixing of my car. Now I was told I was going to receive the letter on my inbox within 10 minutes. Nothing came through, I also called back on the 12th of March asking for the same letter, again today is the 15th and I have called and haven't received a thing. My car is booked in for fixing on the 17th and I haven't lodged a claim due to a delay from my own insurance. Now this makes me think that we are insured for these kind of events and if it can take me + 4 days to get a no claims letter, what will happen if I will be to claim direct from my insurer. <br> <br> Please I am spending money every time I call and getting nothing in return on top of the monthly premium. Can you please sort this out as it is a matter of urgency, in fact now it looks like I will have to take out money from my pocket to get the car fixed since the delay is coming from me.