POOR SERVICE ON CLAIMS AND FEEDBACK

I was in an accident on the 22nd of July 2015. My car was towed and the service consultant informed me that it would take 10 to 12 working days for my claim to be processed. Till to date my claim is still being finalised and I was told the matter has been escalated but no feedback has been given. I have no idea where or what is happening with my car. As far as I know it is still at the tow yard. the last bit of concrete feedback I received was the assessment value and that was it. I call frequently to check and the only feedback I receive is that my claim is still being processed. Even the emails that I'm being sent are vague. The person that has been assigned my case always has a busy line (what's the point of a direct number if you can never get the person directly). It has now been a month and it looks like my car is no where near getting fixed. I'm struggling to get myself to work now because I have no transport and I'm getting no sympathy or action from budget insurance and yet they claim to have excellent service when they are selling us their insurance, when it comes time for action nothing.