I lodged a vehicle claim with them yesterday as my car hit a pavement and got damaged

I lodged a vehicle claim with them yesterday as my car hit a pavement and got damaged. I sent picutures and my vehicle was towed to a panelbeater. Today they call to say that they can't pay for it based on assessment report. When I called, the panelbeater advised me that he never got a chance to look at the vehicle as it was towed in late. I called iwyze again and apologized saying it was based on digital assessment and physical one has not been done. How could they lie as they even said they assumed that pictures were from the panelbeater where the vehicle was towed in. Please help me get my car paid for. I never skipped a month without paying insurance,yet I have a situation and they don't want to pay