Very, very disgruntled Budget Insurance customer

My friends used to give me the side eye when I said my car is insured with Budget Insurance and I did not understand why until now. I was involved in a car accident on Tuesday evening. After the accident, I spoke to a lady from Budget who authorized a certain towing company to tow my car away, on that very same Tuesday evening. I authorized the Towing, got my copy of the receipt. Afterwards, I put in a claim for the accident whereby a consultant verified my towing information which he approved and all was well. I only received a phone call from Budget Insurance on Friday morning. THREE DAYS AFTER THE ACCIDENT to inform me that the company that towed my vehicle was not authorized by Budget. Thus , I was charged R7000 to get the car relased from the yard and to be towed by Budget. 1. I have proof of my phonecall between the consultant and I whereby she said shes from Budget and approved of the towing company before the towing was done. 2. I got an sms from a number that Budget used before when I had to rate a consultant, this time that number was asking me to rather their towing provider. 3. They are not efficient because when the accident claim was lodged on Wednesday morning, while i was in hospital and they asked me to provide details of the Towing company, their system / consultant should have picked up that the towing company is not in their panel and we would have sorted out that issue on that very same Wednesday. 4. The lady from Budget said I had to pay R7000 for rhe car to be released ASAP. I did that but it was a mission getting a hold of her afterwards it's like I'm a problem she doesn't want to deal with. 4. I believe that they do not value customer satisfaction because why would they only realized the mistake on Friday morning ? Clearly myself, my car and my claim are not apriority or important. My car spent three days with the incorrect company and they were not quick to sort that matter out. 5. Already I'm dealing with trauma and stress and on top of that, I have to deal with an insurance company that does not care about helping me.

We did email Budget Insurance to ask them to help us investigate the matter and sort it out. Till now, there has been no response from their management. Today the consultant said that the assessment of the vehicle would be ready. As of 18: 49 pm Tuesday evening- a week after the strident I am still waiting for the assessment. How slow can they be ? I am definitely looking to escalate this matter because I feel like i am being taken for a ride. I have paid my premium for two and a half years with no fail and this is the kind of service I am getting when I am faced with such a big problem.