useless 3rd party assistance

I was involved in an accident with one their clients on 24th February 2018. Budget has taken it's time processing the claim as well as updating me on what documents they need. Now I am told that they can't start working on my car before the client pays the excess fee. Why is their client's financial issues my problem? I have called endless times yet my car is still sitting wrecked almost a month later. The call center staff are useless as they all keep telling em the same thing, with no solution forward. whether the client has the full amount or not is not my problem. They could fix my car and recover/chase the excess from their client. A very bad experience with Budget, the worst!!