Unfortunately this is the reality of insurance. Trying to get them to pay you is almost impossible.
I had an issue with the Israeli post office and customs. A shipment had been inspected and opened
using a box cutter and the same knife was used to remove bubble wrap and a slash was made over
the camera body cutting two rubber covered buttons. Instantly taking loads of value off the camera.
The US post office was very helpful and the postmaster inspected both the package, the paper trail and the photos of the item
before shipping and after, including my photos of the package with visible damage before I even opened it.
The Israeli postal service insisted that I send them the camera and packaging for inspection.
Every other national postal service I checked with accepts US post master reports.
Shipping it back was just a ploy to make it not worth while. The Israeli postal service insisted that I send the original box back in a bigger box.
The whole turnaround would have taken months and the cost of shipping back to the Israeli postal service would be at my expense regardless of the outcome.
It's the same old trick. When insurance is involved they just make it really hard work to collect hoping that you will give up.
The Isreali gentleman that sold me the item was great and as helpful as can be. He was so embarrassed by the whole thing
and knowing how dealing with the insurance would be he offered me a discount as it was preferable to dealing with the insurance for him too.
He could have "hidden" behind the post offices request for sending the item back. I could also have returned the item to the sender
for a refund but chose not to put this all on the shoulders of the seller.
We split the loss.... well only after I found a buyer that wanted the camera despite the damage but for a big discount.
It's a sad situation all round. We buy insurance in good faith and then get pushed around.
There's another problem too. If you go to lawyers to resolve the problem you can get blacklisted and it can be difficult to
get coverage in the future.
I don't bother with theft insurance. 3rd party liability is essential, but for theft I prefer security and using less expensive gear that I can
"self insure". It's great that today top of the line "consumer" gear covers 90% of what pro photography needs.... or more.
Hell the cost of a 24MP plus 35mm camera is probably about the same as the insurance premium for an MF system.
Being on the nimble side has it's advantages.
A friend told me about the time he was on location and they were robbed. He never got the money back because the insurance
claimed he gave in to easily. They even had the gall to ask why no one took any photos of the assailants as not all the cameras were stolen