Unhappy client

I was involved in a car accident last year December. Budget was quick to send assistance and also to arrange a courtesy car for me (which I ofcourse pay for). Problem started when the claims consultant wanted me to return the courtesy car before my claim was finalized (before the payout). I ended up going to their head office in Fourways and was granted the extension. After returning the car I noticed a d/o of +- R1200 from Europe car. I then phone to enquire and I was advised it was for access waivers and all sorts of extra things. When I phoned the claims consultant I was advised to sort it out on my own as they have nothing to do with it. I was shocked as I am their client and they had arranged with the car rental company for the courtesy vehicle. I am now getting calls and messages from a law firm advising me I know a further R500 for the courtesy car. I am not getting any help from Outsurance. I just want to know if this is how they treat or rob their customers. When collecting the car i was advised by the 2 consultants that the tyre and windscreen waivers are covered by the insurance company and they (Budget) are telling that i signed for it and therefore responsible for it. I also paid a security deposit when collecting the car. Why is Budget lying and saying the courtesy car is covered in the monthly premium and then I find myself paying almost 3k for the car that they arranged for me? I want this sorted out soonest