Stalling the process

Budget atteded my matter a day after i wrote a review on Hellopter and i thought there will be progress, but since then nothing has happened all i know is that they were sent assessment report on 20 November 2021, and i know because the assessment company had the decency to inform me, where in the budget side there is zero communication from their side just to keep me in the loop. When i got the report i called them and i was told it take up to 5 working day to process it, i call on the 3nd December as its been more than 5 working days and i was told they only elevated the claims today for approval. My question is are their processing procedures poor, or they have *********** staff. My worrie is that companies are closing for December and i will have to wait untill January to get my car back on the road, in the mean time im left stranded.