The insurance company of a friend refuses to pay out. She went into the back of another car on the motorway because she was not paying attention and admits fault due to her carelessness. As she had not put right an MoT advisory on the brakes, the insurance company is refusing to pay out, potentially involving her in personal liability to the driver in front for whiplash. Although, he was walking about and inspecting the damage after the shunt. How should she proceed with her own insurance company to persuade them to pay out? She was comprehensively insured and had payed her premium. The car was an MoT pass. Presumably the insurers are acting unreasonably and she needs to seek redress.