I agree that the insurance company is stalling. A good insurance company would have started repairs already, then he can settle with Norcold IF the fire was caused by over heated coils that leaked.
But if the coach was equipped with the recall sensor to turn the power off if it over heats, the fire could have been caused by something else. And Dougrainer is also correct that most all the posts on the Norcold fires are hear say. I have seen only a couple that have actually come out and said that their coach was burned down because of the Norcold and the sensor had failed to shut it down. Usually it is a friend of mine or I know of somebody who had a fire etc etc.