Aircover Latest Update; are they good?

[AA-S-Stays0]

I placed a reimbursement case like 15 days back, the support always tells me that your case is escalated but aircover guys doesnt respond! 
its about a guest who burnt my sidetable, broke my wall and ground tiles, burnt my bedsheets and smoked in a no smoking zone. 
still airbnb doesnt wants to pay, i have all the evidence too! 

[AA-S-Stays0]

Plus i have declined 2 bookings due to no availability of my listing as it was damaged.