Outsurance refusing to fix parts damaged in accident

I was in an accident earlier this year. My Audi got hit on the right front, damaging my front fender and bumper, and my bonnet needed to be realigned. When I received my vehicle I noticed that the bonnet shock was broken. I took it back to the repair centre and they refused to replace the shock(which is in the exact location my car got hit in the accident - right front) stating that the shock on my Audi broke due to wear and tear and has nothing to do with the accident. I told outsurance that I do not accept that. They did an investigation, never asking to see the vehicle or ask me anything, outsurance determined that the shock on my Audi was in fact broken due to wear and tear and unrelated to the damage caused by the accident which was in the exact same location of my bonnet shock. I also had to return my vehicle to the repair centre to properly align the bonnet because it was completely scew when I received my car back the first time. I asked outsurance to please explain to me how they determined that the shock was not damaged in the accident, they changed my contact person and to this day I've not received any feedback whatsoever regarding the matter. I now, after paying outsurance every month to prevent things like this, have to replace that shock which was damaged in the accident out of my own pocket. After YEARS with outsurance this is hands down the worst service I have received from them.