With insurance, the initial call to them can be fine, but at this point, they have not had to pay anything; you are calling a basic call centre with little authority to make financial decisions.
Be careful of what you are being asked and make sure you have your documents to hand to check you have cover, rather than trust the call centre is being 100% accurate. They will be running several differently worded policies, and mistakes are often made at this point.
Plan for the worst and be pleasantly surprised rather than hope for the best and be disappointed.
Your property is likely your largest investment or asset, take advice and do not let the insurer dictate how this is managed!