Poor Service

I cannot believe the poor service I am getting from Budget car insurance. First I reported the incident about my car, on the same day, I asked if I can be organised a courtesy and I was told that, unfortunately I did not take courtesy car in my cover. Two weeks later, I called Budget to find out about the status of my claim, which I was told its in process. I then received a call informing me that my claim has been approved, and I was asked about the courtesy car. I informed the lady that I don't have a courtesy car because I was told I dont have it in my cover. She then mentioned that it was because the system could not pick it up. Needless to say, the lady arranged the courtesy car for me which I picked up 17 days after reporting the incident. I called Budget to find out about the losses I suffered using Metre taxis etc and the consultant advised that I send the receipts. I went to drop off the courtesy car since my car was now repaired and I fetched my car. Unfortunately my car was not properly fixed, I had to take it back. Anyway, as instructed, I sent the receipts for the 15 days I did not have the courtesy car. I phoned Budget to find out if the email with my receipts have been received, the lady advised that she received but asked what are these for. I informed her that I was advised to do so, now the story started to change telling me that they will pay me the rate of the car rental for the remainder of the days which means it's no longer about the inconvenience of being told I don't have a courtesy car, I will be paid the rate of the rental car for 6 days since I had the courtesy car for 24 days. She also advised that she cannot take any decision. I was asked to submit the receipts which was also a frustrating exercise. Everyday, I have been on the phone with budget, they don't know about the courtesy of calling their client. Over and above this my car is back to the repairer who did not fix my car properly, the car showed that the problem was not fixed on the same day I picked it up from the repairer, I informed Budget and they advised that the repairer should organise me a courtesy car as it is not their fault, if it was their fault they would extend the courtesy car for me. I am incurring extra costs again, two kids going to different schools which I need to arrange transport for and myself included going to work. It is now 8 days without a car, I have been talking to the receptionist, the manager of this repairing company has not even tried to reach me.

This is really disappointing, I have been paying my premiums without fail. Over and above this, I have 2 additional policies with budget. I have tried with all I can to avoid complaining but this is way too much. I do not see how is it my problem if I was informed only 15 days later that the system does not pick up. I need my transport expenses to be paid. Why would I be asked to send receipts in the first place?