Poor service

On Friday 6 November, my husband hit a pothole, which led to an oil leak due to a cracked sump. This was reported to budget, they made arrangements for the car to be towed, a few days later an assessor called to confirm what had happened to the car and I relayed the incident to him. The gent (forgot his name) confirmed that the car will be repaired by budget as it was an accident. We were then contacted by Sibusiso Hlongwane who was handling the case and told us that Budget can not fix the car as it was a mechanical fault!? Our car gets serviced timeously with VW and had just been serviced, which we find very odd for them to say that it is a mechanical fault. We then took the car to a registered mechanic who also confirmed that the sump had indeed cracked and the shocks were damaged. We are very dissatisfied and disappointed at the poor service we got from the insurer!