Very bad service

I am Ht Lubisi of who have an insurance cover with budget insurance I have made a claim for a car windshield two weeks ago and I am not getting any feedback from the, every time I call them I am told that they are currently working on it and they will call me back and they never do. Wich is not professional this means even if I can have serious breakdown on the road I will wait for more than two weeks next to the road waiting for budget insurance to help me. This leaves me with no choice than taking the matter to ombudsman or court of law.