Very Poor service from Budget Business Insurance

I have been a customer with Budget Business Insurance for a year. Everything was fine until I had to lodge a claim. The incompetence of the staff is shocking. Firstly, an assessment was made of the claim, when I questioned the into one I was informed that I had not submitted key information that was required. I pointed the particular individual to an email I had sent, she then proceeded to read out my mail that she had missed to me. At the end of the conversation, even after admitting that I had submitted all required information, she told she would proceed and request authorisation for payment. I refused and requested a settlement letter first. Once received, I lodged a dispute with them. One week later, after no one had acknowledged receipt of my dispute, I phoned to enquire. The lady assisting me asked if I was lodging a claim for the first time even though I had given her the policy number, meaning the claim should be on their system. I was then told the manager is in a meeting and would call me. To date, no one has called or even acknowledged my service. This is unacceptable particularly as I have been paying my premium in full on time.