Being with my in-laws here currently, I totally understand how these types of things are especially confusing for folks who may be gettin up there in age.
Heck, it’s probably not easy for some others as well.
But literally nothing will be resolved until the insured understands the terms of their policy.
And if unable to by themselves and thinking a runaround is happening from the ins co, then please find someone, a family friend or relative who is well read to help you understand your policy terms.
I’m sorry for your loss/damage and the hassle but there’s a few things at play here that need someone of more sound mind to iron out the options and issues.