Poor investigation from 1st for Women

On the 10th of January 2023, my cousin was driving with her child from 2 Collinder Road crossing Chris Hani four-ways intersection. She had a right of way when driving across Chris Hani road four-ways stop and she had already passed the middle of the intersection when she was hit by a white Kia Picanto on the left passenger seat and back door. The defendant, Themba Dlamini, agreed to be at fault during the time of the incident and agreed to damaged fixed. He confirmed that he will apply for a claim at his insurance (1st for Women). After they have made an incident report at Diepkloof police station, indeed he app**** at his insurance for a claim to cover damage costs (Ref No. ***1). She was requested to send incident documents and her driver's license plus scene sketch. Three months passed with no feedback from the insurance nor communication, and the driver was nowhere to be found even his insurance was not able to reach him. After she has made an effort to get feedback for claim request, she was told that they were waiting for their member to send a scene sketch. The insurance responded to her on the 13th of April 2023 with a decline to cover the damages. We are disappointed at the outcome from the Insurance, citing that the incident driver was not at fault, yet he waited for my cousin at the Diepkloof Police station to complete the incident report