Bad service and denying to pay

My fiance who i registered as a co-driver was hit from behind by a guy who was found drunk. We waited 4hours for a towing truck, no family car provided from the scene. Now they are refusing to pay coz they claim that my partner is not on my insurance and that the kilos were high meaning we are utilising the vehicle as shuttle service. Bad attitude from the officials and they will promise to call but never do.