Insurance claim for ring lost - question being asked by mum on behalf of son?

-my insurance company are asking for details of a ring bought for ex that she gave back to me. It got mislaid or lost in house and have put in claim. They are asking for exes address as they want to confirm info about it. I cant contact her and the insurance was held in my name anyway so what are my rights. I dont know where she is and they are saying that if they cant contact her they wont proceed with claim. Even if they do contact her she wont back me up cos the split wasnt amicable. What do i do?You either cooperate with the investigation, or your claim will be denied. They aren't going to pay unless and until they have reasonable belief that the ring actually existed and is legitimately lost.

Your rights are to cooperate. The insurance company has the right to fully investigate.

Why wouldn't you want to do everything you can to assist in this?
Did your son keep his car in the house? The reason I ask is because I fail to see what this is doing in the "Car and Transportation" section.

As for the question, obviously someone has told the insurance company that this was an engagement ring bought for your sons ex. They want to make sure that the pair of them have split up and that she handed the ring back. They only have your word for it and wish to verify your statements. Surely your son knows where her parents live, or any of her relatives and can contact them to find her whereabouts. I'm sure that if it was explained to them then they may be willing to pass on her details to the insurance company for you. You say she won't back you up, maybe you're being too harsh on her or you're going to have to do a lot of sweet talking.
there is nothing you can do, Insurance companies do not like claims like this, rings dont spontaneously disappear, people put them somewhere and forget, or someone steals them , but generally without more information the insurance company will do exactly as they told you, what else can they do? and your ex would likely admit the ring was not in thier possesion (insurance company could get this info without them realizing why, most likely) Lets hope the ring turns up .