The level of incompetence is quite alarming. I had my fence “deconstructed” (just for you Formerly Known As) during a police car chase. The attending officer came by later to take my statement and asses damage. I provided a quote to repair the fence and this was included with my statement.
The case went to court and the perps were slammed up n s**t. However, my statement and claim for fence repairs was never submitted and consequently I received bugger all. Later I contacted the police and asked what was happening. They informed me of their oversight, apologised and offered to pay the costs out of their funds. I told them they needed the money more than me and let it go.
My point though is if you press the issue and get to the right person, they are usually quite accommodating. Obviously, someone has told you a complete load of old……… and once you reach someone who recognises that, they will most likely want to make it right.
Asking for their decision in a written statement is a good step in the right direction.