Horrible customer assisstance

Recently experienced horrible customer service when I was involved in a motor incident. Camera footage shared proven clearly who caused the incident and still I'm advised that I'm liable for vehicle storage after the second party insurance send an email they don't entertain these types of claims. My insurance does have various panels and legal department, what happened that these service does not stand up for their clients and why not fight for what is right and proven but rather it keeps quiet. I'm used that insurances used to care and will act in clients benefit but rather it's ignored. I can't say that I enjoy the mobility and independence your wheels give you due to someone took it away and I was left like that with vehicle storage fees to pay which is not my fault, having insurance is playing lotto