You can budget but not insure!

I tool a scratch and dent policy with budget and all my premiums are up to date. I did a claim and sent relevant photos two weeks ago with no feedback. I today to hear endless excuses and its frustrating cause the person who is consulting didn't even try to help. I called for the second time and was put on hold for more than half an hour without a response, what kind of business does budget run? Don't sell a product if you can't back it up and don't lie to people. I have never made a claim and its my first so I don't understand what's the hassle.