Third party

I have emails to prove that we had agreed on the settlement fee which they approved. They used false information to try and fix the mistakes. Now they are telling me I should go to a lawyer or ombudsman. This is the same company that told me I should email the CEO of budget insurance, cause they won't assist me. If this is how budget insurance teach their staff to speak to people, I am disappointed. I have been trying to call but no one seems to help. The claim was with payment department and now management is check my claim again because they failed to do their job in the beginning of the claim. I need someone to call me urgently

Good day
Is anyone going to call me from budget insurance as I have been waiting

What is making this matter worse is that the senior management were the one that approved the claim and sent the offer which I signed and returned. The claim was sent to procurement for documents validation. In the they have paid out the first party claim ,which means they saw everything in the claim. In the budget insurance website under third party cover ,it state"budget insurance will cover the damage to repair the other person's property, as well as any damages awarded against their client in a legal case",in that I don't see that happening in my case,because of people making mistakes for not checking the documents provided to them and making a decision, only to realize after they have made a mistake.