Most insurance companies will not cover car theft until a police report is filed. If the insurance was contacted first, that can be the basis for their denial. One can call back and provide them with the police report number and contact information.
Insurers can deny a claim based on fraud, but this is not common.
Here is the state department that oversees the industry and a complaint can be filed:
Also an insurer has an appeals process for denied claims- the agent can provide this information as to who needs to be contacted to appeal.
If the insured continues to refuse, one can file a Breach of insurance contract lawsuit; if successful the court can award actual damages (cost of car, legal fees, court costs) and even punitive damages if the court determines they acted in bad faith.
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Information provided is for educational purposes only. Consultation with a personal attorney is always recommended so your particular facts may be considered. Thank you and take care.