Slow response and really bad customer service

I am not happy with the customer service that I've received so far with Budget Insurance. I got bumped from the rear on Tuesday and started the claim process. I was asked to upload pictures of the damage which I did. Today I got a letter that says the Service Provider that Budget has appointed to fix the damage in my car is a service business that is 45 Km away from where I stay (Edenvale and I stay in Pretoria). Also when I read the reviews about this service provider, the bad reviews outweigh the good. My question is: what informed the decision to take my car to such a poor service business? I called Budget earlier today to say that I am not happy with the Service Provider appointed. I was told that I would receive a call by end of business today. The day has passed and I have not received any call from Budget. What kind of customer service is this? I really need assistance and so far I am not happy with this service 🙁