PATHETIC SERVICE FROM AUTO & GENERAL

Submitted a claim on the 15th Jan and only to be told that claim is declined after a lot of what seemed to be unsure what to do. After the consultant had even confirmed to me how much the claim was calculated at. This is after the lady that bumped into our driver accepted responsibility. Is it not standard procedure that auto & general should claim from the person that caused the accident? we acknoledged the oversight on our end as we did not update the change in the driver of the vehicle and they had informed us that there is a fee that will be charged to us because it was not the registered driver, I don't understand why one would pay such huge premium for business insurance and when it's time to claim there's all sorts of stories. Auto & General is a **** , it is clear to me that they need to claim from the lady that caused the accident. This is after they told me not to entertain 3rd party calls and now this. This whole process has been a scary movie.