Unwillingness to assist me as their paying client

My wife, Refilwe had an accident on Tuesday at the Bracken City Shopping Complex, while she was exiting the complex a car reversing from the parking lot reversed into her car in the left hand side.

She then took the guy's details and the car registration then proceeded to the police station for accident report and also phoned the car owner as the driver asked her to call the company onwer. The Goaliath onwer says his driver denies that he was at fault. Secondly, she reported to her insurance and submitted all the docs they required. Now they are refusing to facilitate the process so that the matter can be resolved and the car get fixed; they want her to call the guys and his insurance which I feel is their responsibility to assist their paying client. Your intervention will be highly appreciated.