Refuse to pay

My parents got involved in a very bad accident where my brother was driving (listed as a driver) from a funeral and they hit an animal on the road which came out of nowhere.

My parents have been loyal in paying for over 3 years and never claimed before. The insurance has shockingly rejected their claim.

This came as a shock. Not in a million years would we have imagined this insurance to be one of those that run away to pay as we have trusted it so much and used it as a family.

Please assist us in this matter. Thank you.