Ridiculous service

I had an accident on the 13th of February 2022, I reported the incident to Budget they told me that they are currently processing it from their end, I have been waiting for them to tell me whether they are going to pay out or not they constantly tell me that they are still investigating the issue; they only requested for a tracker report on the 18th of February, my Question is why did they not request for everything on the 13th and 14th when I reported the issue; I am truly not happy with their service, I am going for the third week now without a vehicle.