Unbelievable outcome towards your own client.

On 25 May Outsurance client hit my wifes car,while waiting for robot to turn green.Gentlemen took full responsibility.Initially said would pay for repairs,but changed his mind and reported accident to Outsurance.I sent in all requested info.Was told that claim was turned down.According to outsurance client said my wife turned into client.When i spoke to client was told that is incorrect ,denied saying ,and admitted to still be liable for repairs to our car.Family told me when outsurance phoned him for his side of story he had just been collected from hospital and was sedated.He is over 80.Was told by family member that i should phone ousurance for more info.Declined payment was still in force even though client said he might have had a blackout.Client has agreed to pay for repairs himself.What a disgraceful Attitude towards your own clients.