You are right to be cynical and suspicious Anita. However, there are good firms out there tha give a good service via a well designed scheme. However, they to are cynical and suspicious about some claims as people are not above making false claims.
I friend of ours openly admitted to "droping" a tin of paint on their carpet (only 4 years old) as it no longer matched their new curtains. The company that cannot be mentioned refused a claim for Vets fees on a horse where we used to keep ours as there was no documentation. The owner approached me to ask what to do and openly admitted that it was a spurious claim!
So you can see why they get suspicious. There was a guy on this Forum who damaged his 'van then was complaining because his insurance company would not pay out for a full repair over six months later when, presumably, the damage turned out to more than a scratch!
Be prompt, document everything, keep copies, put everything in writing - DO NOT RELY ON TELEPHONE CALLS - and get witnesses!
Finally my favourite true story (again) - A lad on holiday in Spain was injurred when a large firework in a "cannon" took part of his foot off. The Spanish Doctors (who are generally truly excellent) sowed it back on.
This lad had Accident and Sickness Policy (Of the type that the CAB have just put in a "Super Complaint" to the FOS) that he then tried to claim on.
The initial responce was that it would only pay out if he had lost part of hos limb. The fact that the medics stitched it back on meant that they tried to wriggle out of the claim!
The Financialy week companies will resist every claim regardless of its validity. A Financially strong company with a good reputation and good claims paying history will treat your claim fairly.
If you buy "off the page" or from a leaflet Caveat Emptor applies. If you take professional advice then no adviser wants to be sitting in front of a client trying to explain why the company he or she recommended is trying to dismiss a perfectly valid claim.
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