Disgraceful Insurance Company

I would rate lower if possible. I was hit from behind while stationary, raised a claim with Budget Direct and provided as much information as I was given by the other driver. Repairs get booked for 4 months later as the crash repair was too busy. A week before the repairs I see the excess is still owing on a no-fault claim. I call up to find out what is happening and am told that the excess will still apply as they haven't been provided with the address of the other driver. Call staff expect me to track this information down, what am I paying for?
Absolutely unhelpful staff at every turn. They kept referring to the PDS where it supposedly states that I need to provide the address of the other driver, actual wording of the clause is "we (referring to Budget Direct) obtain the FULL NAME, ADDRESS, and REGISTRATION of the third party".
Blatant lies about their own policy and obligations to me, I have raised a complaint with AFCA, and am entirely disgusted with the service I've received from Budget Direct.

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