Paralla,
Sorry about the scooter crime in London. I have been in the Insurance Business for 40 years. I was first in the Claim Dept of the Allstate Insurance company working on vehicle theft and arson.
Part of the claim investigation involved ruling out whether the insured was involved. If the insured was involved it was never more complicated than (1) Financial Problems, (2) Domestic dispute (Divorce) wife got the car/scoot - ex-husband steals it or burns it up, (3) vehicle was mechanically a lemon.
The service records stuff and asking for keys is investigating you. In many previous posts, from our British scooter friends on ModernVespa, there is a common theme that indicates the insurance companies on your side of the
Pond routinely attempt to deny coverage or cheap out on settlements for the most trivial of reasons. Maybe I am wrong.
I am not an apologist for the insurance industry. On this side of the Pond, it seems we routinely get a fair shake. If you attempted to sell your scooter or car, you could ask any amount - but end up with what someone was willing to pay. If your vehicle was stolen or destroyed, over here, the insurance company can not walk away - they have to settle. Many times
you get high retail on these settlements. Of course, this is balanced against every bloke thinking their particular vehicle is gold.
So, sorry about your crime and insurance stuff.