Unfair treatment, Avoiding accountability

ON 16 December 2021 my vehicle was bumped from behind by standard bank Client who alleged that an unknown smashed her window with intention to grab her bag then she panicked and accelerated causing damages to both vehicles she said she has Comprehensive insurance which covers third-party and gave me all details, then on 22 December i contacted the insurance with claim no:SHL98971/2 and spoke to Basetsana who sent me all required documents then i sent them through on 5th January 2022 and i phoned to confirm if they were received. I spoke to Thabile Msomi who then sent me a message saying standard bank won't entertain my claim as their client was in a state of emergency which makes her not to be a sole cause of accident, So my Question is who's fault is it does that mean i have to Suffer the loss? Why insurances cover third parties claims? I will not tolerate this as m not the cause also and as per road traffic act anyone who bumps the other vehicle from behind is at the wrong and must be liable.