3rd party claim falsely rejected

Good Day<br> I had an vehicle accident where the other party had right of way. Now outsurance wont pay for their car to get fixed. The other party has been struggling every step of the way to get their car assessed and feedback regarding their car. They are beyond frustrated and rightly so! <br> <br> I have been with outsurance for 7 years this is my first major claim and I supposedly have comprehensive cover including 3rd party. So how on earth is it possible that the 3rd parties is not compensated at all for their car when they had right of way?<br> <br> One human being to another this is not right, I pay for this coverage every single month for 7 years.<br> <br>