Getting quotes is amazing, helpful staff, positive and great service in terms of getting a quote, insuring vehicle But when it comes to legal matters, the service is absolutely horrible, someone called me and explained that my excess will not be paid be

Getting quotes is amazing, helpful staff, positive and great service in terms of getting a quote, insuring vehicle But when it comes to legal matters, the service is absolutely horrible, someone called me and explained that my excess will not be paid because the guilty party that crashed into my vehicle said it was not her. Nobody gave me a chance to state my side or even follow up and check with me she said I need to refer the matter to the small court claims, so it means that I don't have a say? Is it because outsurance already took their money now they don't care anymore? What happened to investigations? Nobody asked me for my case number nothing, so discusted in how they are handling this matter