Zero Delivery on Promises

After two years on paying premiums and ZERO claims made I called in for a claim after my car my damaged by a third partys property who has no intention of sorting out my bumper. Explained everything that happened and gave details, I was told what the next would be including that I had to send through pictures but was informed I didn’t need to get a quote or take my car somewhere so they could physically see it which was fine although I had already got one. I sent all the pictures through and answered more questions and waited a day or two only to be told the my claim was an amount lower than my excess meaning I was liable for “repairs “ they said. I asked why they were saying it’s a repair because I had gone to a reputable panel beater in my area who actually saw the car physically and not in pictures like BUDGET INSURANCE and said on their quote that the bumper needs to be replaced. The lady who was assisting me requested I furnish her with my quote which I did. The same day a few hours later she came and said they don’t see why it’s replacement on my quote as their people say repair, she escalated the matter a second time and only after escalating it a 3rd time the 3rd person said REPLACEMENT as my quote had said. However it was still less than my excess meaning I’m still liable, but if I take the car in and they see more damage and it’s over my excess then BUDGET will pay the difference. I said that’s fine because I need this car sorted although it’s still drivable but it doesn’t look good. I was told to expect a call from these panel beaters that are authorised by them or they work with, I got a call and immediately answered unfortunately I was in a meeting and asked to be called after an hour and never received any calls there after. It’s been over a week and I have since called said panel beaters daily from last week sometimes even 3times requesting to be assisted. At first the lady that answered my call said they would call back after I had given her all my information then after that she said she wasn’t to locate my case/ matter, then after told me the other lady that normally works there is not in and she can’t help, she will let the lady know to call me first thing the following day when she gets back. The following day still nothing, I called in she said the lady still isn’t back, she still couldn’t pick up anything for my matter even after I gave my registration number, policy number, cell number and claim number. She asked to call me back while she looks that was last week Fri still no call. I called Budget and explained what happened still no assistance. Today I sent emails and still no assistance and now I just got off a call with some guy trying to sell me something from BUDGET INSURANCE. So this tells me one thing my money is good for them to make their sales target but when I need to be assisted I get zilch.