Want reliable insurance? Hollard is not for you!

I am currently a Hollard client with vehicle and household insurance and have fully comprehensive insurance in place for our home and both vehicles paying quite a premium for piece of mind. Earlier this year, in Feb, I was in traffic on Grayston Drive bridge when the vehicle in front of me was approached by 2 armed guys who attempted to rob him. In panic, the guy reversed back into my car causing damage to the front bumper and front components of my car. As it was not his intention, we spoke to each other amicably and he committed that as he is fully insured, he will claim through his insurer (Hollard as well) and we could get the cars sorted out.

I was most surprised yesterday to receive an email from Hollard advising that they agree to the detail of the incident and that the gentleman did reverse into me but will not fulfill the 3rd party claim for their client (the guy who drove into me) sighting that they "refute liability based on the doctrine of sudden emergency" and hence they will be closing the file and not repairing my vehicle.

This is the most ridiculous and pathetic service I have ever encountered. Is insurance not exactly for sudden emergencies? I mean nobody intends to have an accident or be attacked or have their homes broken into or ****** or swerve their car off the road to avoid hitting a *** (as examples) - these are all sudden emergencies hence it makes no sense and seems to be the cheapest, poorest response I have ever encountered.

Of course I will be cancelling my insurance with Hollard as a client and will certainly take this further but damn do they suck as a company....poor, poor, poor values and ethics - just look at how they deal with their own clientele.