Hmmmm, I mentioned this to the wife just now as that sounds odd. She's processed thousands of claims from a lot of insurance companies over the decades. Her comment..... "What. Did the dog pee on it too?" That might be an act of nature
This sounds like their insurance agent is making excuses not to process a "no fault" claim or help getting reimbursement. If a tree fell on it, then ok, but a person did this through either negligence or intent." So, did your agent tell you it was an act of nature? Maybe consider another company.