Customer service? Haha

I was in an accident in November 18th last year where a young man drove into the side of my vehicle. I understand it’s an accident hense the name. We went through the process do you have insurance etc. cars were towed away. I went to police station reported the case sent documents through to the third party which is Auto & General, they made me jump through all sorts of hoops paperwork wise which I get… After submitting the paperwork they send me a letter saying that they won’t be paying my claim. After investigation they say I drove over a red robot and the young man then drove into me… I have messages from this young man saying he is sorry and he thought the robot was orange??? WHAT that is besides the point the robot was red for him. I disputed the claim obviously, just to get even worse service from the dispute department. They sent a mail saying they are looking into it. It’s been weeks, if you phone and dare try to speak to someone it is promise after promise. I am dumbstruck, that this is the norm today. I will not accept this, I am not in the wrong.