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Try claim directly against the other parties insurer and leave Budget out of it.
I hate stories like this with insurer's shirking their responsibilities... Not that I've read the fine print or anything but sounds like the general jist of it is that Budget are BS insurers.
NRMA & Allianz for the win. Never had an issue with these two and their pricing is still reasonably competitive. Their customer service is top-notch.
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