I am a retired insurance adjuster (Property & Casualty)
and the most difficult part of my job was always having to deny a claim. People have no idea all that has to go into a decision to deny an insured or claimant money that they believe is due them.
It was my policy to always, every time, give the benefit of the doubt to the policyholder or claimant, still, it is and will never be a good situation, and I feel for the families that were denied their claims.
briboy