Refuse to pay a claim

We had an accident which the insurance company is refusing to pay. I am a licensed driver and my boyfriend a learner driver. By law this is acceptable But as per Brian one of there consultants they refuse to pay the claim. The car has been in the panelbeaters shop for 3 weeks and now we have to pay storage to get our car back due to Oakhurst way of dealing with things. Why have this insurance? Dont bother signing up with them. They find every reason in the book not to pay.