Stolen iPhone insurance

My son was robbed on Saturday night of iPhone AirPods and Apple Watch and wallet.

He has provided police crime number and passport for ID .

His phone is insured with AppleCare. He called them.

His iPhone is now in Bulgaria according to find on which it has been registered as lost and is showing as pending Lost .

Insurance rejected due to Findmy not being activated despite it being activated.

Over an hour on the phone attempting to verify his address despite repeating it and repeating it and constantly being told he was giving wrong info despite it being clearly correct as on his Apple ID and billling/ shipping address until finally they decided it was right.

They continue to say findmy not enabled when it clearly is.

any suggestions as to next steps welcome