Miss and Mr

I just want to know and Understand why Miway insurance treat people like they nothing I want to know if it's staff or it's the company on its own, Last year August 25 we where involved in a car accident with Miway client which makes us 3rd party however the lady wrong and she also saw her fault and we did exchange numbers for communication purposes, after claiming she received claimed number from Miway which is our case number we contacted Miway they requested docs which we did submit we did everything thay Miway asked us to do, now it's months later they telling us they Declining the Case, after telling us thay the lady/there client must pay access amount for 3rd party after paying that required amount from her they declined the case, first of all Miway did not send assessor to come and assess the car but they concluded that our car it's a write off we really need help regarding this