True. I am surprised that the insurance company didn't accept a written statement, etc. from the hotel staff. I have had to fill those out before on behalf of a guest in the same situation. It is certainly unfortunate.
The hotel staff declined my email request that they make a written statement, saying "we don't do that".
I was pursuing my claim about a week after the delivery, after I got back home, and nobody I emailed seemed to have any recollection. It was very disappointing.