Worst Insurance company ever

Let's start of from the beginning. Last year 11 November 2022 my wife was in an accident with her vehicle. Someone with an Audi drove into the back of her vehicle. I proceeded to communicate with the insurance and ask to start the claims process. After filling in and sending through all the required documents. I said to the person dealing with the claim.

I do not want to pay for this incident as it is not our fault and the claim should be done on the third parties insurance. I also in this mail stated that I am not aware of how the process works.

Which the response from naked was as follows- "Indeed we will do so as soon as the assessment is done we will send the info to our third party team who will attempt in the excess recovery from the third party directly."

In context after a client says he does not know what needs to happen. And you reply with this. It seems that all is sorted which I found out is not the case.

I am now expected to pay my excess for the claim and then they will try to get back the money from the third party. If they are not successful it is my issue.

Also my statement says that I do not want to claim through my own insurance and I wanted the claim to go through the third party. Now they are saying the claim is done on my name and it will affect my rating.

They do not want to budge even though it was a mistake from their end.

I would not recommend dealing with this poor insurance company.