Stolen iphone and AIG refusal of approving my claim

My iphone was stolen and I made a claim as my iphone was covered. AIG (the insurance company linked with apple) did not approve the claim and said find my iphone was not enabled on the device based on the report they had from Apple Lightning Escalation Team. On the other hand apple says they have no access to this information and only the owner of the device can have access to these information. I also asked apple about Apple Lightning Escalation Team and they didn’t know anything about it. At the time my device was stolen, I reported lost my iPhone via iCloud and it was showing the device was switched off, but later this device disappeared from my iCloud account. Has anyone faced the issue with AIG and their claim was rejected for the same reason?