playing hide and seek

My sister was involved in an accident on the 17/01/2016.called insurance and they towed the car and on 18/01/2016 she called them to find out about the procedure, to her supprise she was told that her option doesn't cover accident while it was never discussed with her in the first tym when she took the insurance and told her that they will do investigation and trace voice recordings. Why insurances are so useless and selfish? She never skipped even a premium but now that she is in an accident then 1st for women is playing hide and seek. Who on this planet can take an insurance which doesn't cover accidents if he/she is normal?now all her errands has to stop while u investigating but every month when u run to debit her account u not investigating?!this is day light *******.