poor service

19 APRIL 2022 was in an accident , my vehicle was stationary and I was hit at the back. My claim was never finalized due as I did not have access , I was not given any feedback for options and was not even assisted to get access from the person who caused the accident as it was not my fault, I am really disappointed by service from Budget even cancelled my policy as it was not helpful at all.

please explain why my claim was declined so I can escalate to ombudsman