Rejecting claim without facts

I am so disappointed how Absa insurance operates. My husband had an accident and got admitted because he was unconscious and he didn't provide a statement to the traffic officer who was at the scene. He managed to give out his statement On the 12th but he was still hospitalized. I registered the claim on the 6th of October and he give them the statement on the 12th on Wednesday of October only what he remembered. Today on the 10th of November we phoned to know why the claim taking so long they said it is rejected due to the fact that the other parties said he caused the accident how possible can they reject claim based on a hearsay they had a chance to check the street cameras as this happened in the morning between 7am to 8am. I am disappointed even they can see how bad the car was it was hit from the back. It's for the second time now rejecting the claim 1st was hail and storm I had to fight for them to approve it. I am worried now since I have house insurance and house content insurance with Absa if they will pay if anything will happen with my house.