Many thanks for your patience. From what has happened so far it does not appear that liability is under dispute – they have admitted there are liable and have taken responsibility for the damage caused. Therefore, the main issue now is how to take things further and ensure that you are adequately compensated for this.
When it comes to compensation for items that are of sentimental value, unfortunately the courts will have to consider simply what their market value is because it is impossible to measure sentiment and attach a value to it. So if a replacement is not possible then financial compensation up to its current value is the most likely outcome.
In terms of progressing the claim, if they have insurance then that is what should cover such claims. However, it is not mandatory for compensation to be issued by the insurers. If the company wanted to do this directly and not claim from their insurance then they are of course able to do that. However, one way or another you must be compensated.
If they are not willing to resolve this and are neither compensating you directly, nor giving you details of their insurers, then you can consider taking this matter further by pursuing them down the legal route, which is always an option open to you.
This is your basic legal position. I have more detailed advice for you in terms of the steps you must follow if you wanted to take matter further, which I wish to discuss so please take a second to leave a positive rating for the service so far (by selecting 3, 4 or 5 stars) and I can continue with that and answer any further questions you may have. Don’t worry, there is no extra cost and leaving a rating will not close the question and we can continue this discussion. Thank you