Bogus service

I had an accident with Outsurance client and Outsurance does not want to pay me the claim yet it's their client who was at Fault. They even concluded the case and closed the file even before the client opened a case query with the police.How does that happen as documents are required to sent before had for them to do an assessment . I sent all the required documets including the case i opened and pictures of the incident and from the pictures it's evident that their client was at fault but they refused to make a fair assessment even from that. So i wonder why they request for the pictures if they don't get to use them? Very disappointed with the the service i got.