Horrible insurance really horrible

last year a friend of mine had an accident in Nov. He managed to survive and quickly collected all the necessary information and sent to insurance. They declined him and he went to Ombudsman they also declined him . When I tell you that my friend is a law abiding citizen I mean exactly that his a school teacher has an extra job on the weakened really is an outstanding man. What would be highly appreciated is if you could look into this case again and at least give him a portion of the claim. Please because at this point I would never recommend your insurance to anyone. Its so expensive to get a lawyer to sort this claim and that is the route we are looking to take.