No fault excess?? Where is it???

I have submitted a claim where a driver drove into my car which was parked. The accident was not my fault and now I am being told I have to pay an excess. When I took up the policy, I was sold on the no-fault excess, which stated that my excess fell away if the accident was not my fault. Please find the recordings of where this policy was sold to me and see that this was one of the selling features of the policy. I am disappointed because I was told by both the sales agent and my FA at the time that this was the case.