Budget Insurance is bad

Hi my name is Mzimkhulu Tshefu, on the 2nd of November 2018, I borrowed my father a car so that they can go for a funeral back at home in Schweizer-Reneke. On their way back (3/11/2018) they got involved in an accident, as they were approaching Klerksdorp approximately 3 to 5 kilometers a truck coming from Klerksdorp going towards Wolmaranstad (the opposite direction) came to towards my fathers and he tried to move out of the way to the gravel road but unfortunately the truck hit the car.

The truck driver clams that he was being hijacked and he was fighting for the staring wheel with the hijackers. And he said that as soon as the truck stopped the hijackers fled the scene.

I then called the owner of the truck and he told me that his insurance will call me, having faith that his insurance (Budget insurance) will fix my car, I waited for two week but did not receive any call. I called him again and he gave me his policy number, so that I make a follow-up.

I then called the insurance and they told that my claim was declined (since I'm the third-party) because their client was not in his right mind when the accident happened, they call the it 'sudden emergency'. What I do not understand is that, is there an emergency that one plans? from my understanding an accident is an accident, it's a sudden thing. I need help with this matter.