Worst Customer Experience

I logged a claim with my insurer Budget on the 14th of November, I was then advised by the agent capturing my claim that due to there not being an assessment centre in Kimberley I should go to the nearest panel beater and get a quote for the damages to my car and email it to them, on the 16th I emailed the quote with pictures of my car to Budget, however I have been running after them to give me feedback on my claim which has not been pleasant, I wait for over 15 minutes on the line using my cellphone to speak to someone only to be told that a message will be sent to the person responsible to facilitate my claim. I find it absolutely deplorable that its the 27th and I am yet to be told what is happening, surely this cannot take so long, when I took cover with this company I was promised the best of customer service, now I feel like I need to beg them to take me seriously, I pay my premiums every month and on time and should be made to feel like BUDGET is doing me a favour by honouring their end of the agreement.