Unhelpful insurance. ..

Government vehicle drove into me. Spent 45min with outsurance consultant on the phone. After my car had been towed, I was told I need to pay excess and my outbonus will be lost which is due in 6 days. I then told the consultant that I am not at fault and have witnesses, why can't they claim it from the government vehicle.. she then said it could be done, and I won't lose my outbonus but I will have to do it on my own as outsurance will not participate in those matters....

Why am I signed with this company... Probably cause they said "when the time comes, would you rather be insured by a place that is cheaper but don't deliver. Or by us, where we handle claims within a week"