Reservation *** Booking.com not wanting to pay out insurance claim even though it is active and having submitted the required photos

I decided to make one of my properties a short term rental. I registered it on a few platforms. However most of my bookings come from booking.com.

From time to time, I've lost a few small items and have never logged a claim. The guests I had check-in on 2024-05-11, took a number of items, and went ahead and damaged a few things on my property.

Initially I thought it was just towels that they had taken before cleaning the apartment. After cleaning it a few days later, I noticed all the things that were missing and broken/burnt.

I then sent a request to booking.com about the incident. I was asked to provide photos of the damages, of which I did. After some back and forth, I'm being told to contact the guest directly as booking.com will not process my claim for that reservation is not covered under the Partner liability insurance.

I have checked this under that exact reservation, and checked the status of my insurance and it's in an active state. I've sent screenshots of this to the customer service people as well as the absolute link that stipulates the following:

(a green checkmark and words stating the following) You're enrolled in the program.

Our Partner Liability insurance program gives protection of up to $*** against third party lawsuits or liability claims for bodily injury or property damages incurred during the dates of a reservation made through Booking.com. You can opt in or out of this program anytime

I have sent this screenshot multiple times now. The insurance status is active, and for that reservation in particular as well. Why are we being led to believe that we're insured if when one makes a claim they get told something that is completely against what one has signed up for? I've provided everything that has been asked of me, and today marks exaclty 2 weeks since these guys checked out. I had to block my place from being booked last weekend. There's people who have booked for next week and I don't seem to be getting any joy from these guys besides basically telling me that I can't read or see what's on my profile on booking.com.

This is absolutely terrible service that I'm getting right now. I would appreciate it if I could get actual assistance regarding this matter.

Every message that I get, is not addressing the evidence that I'm providing about this liability insurance that's active and that states that damages to my property would be covered if they happen over the period of reservation if that reservation was made on the platform.

Regards Mini