@Andres1022 No one is suggesting YOU fabricated the story, they are suggesting that the guest might have.
Here is what I know personally from years of travel, renting, and home owning. Every insurance policy is different. Typically travel insurance will cover theft of items, however negligence is a factor, so I am not sure if that will be considered when they process the claim. The guest needs to deal directly with the company in which they purchased the policy from. Sometimes homeowners or renters' insurance also offers coverage of theft for individuals when they travel. I had my laptop stolen years ago while traveling and my renter's insurance at the time covered it.
The first step is them filing a police report, which it sounds like they did. Then they need to contact their insurance (whatever it is, travel, home, other) and file a claim. While as a host, it is nice that you are sympathetic to their situation, ultimately there is nothing further for you to do at this point. It's not your responsibility nor obligation to compensate them. As far as YOU filing a claim goes, I will include what Aircover states below, but to sum it up, they will only cover the theft of guest item is you are found legally responsible for the theft. In this situation that is not the case.
Host liability insurance, part of AirCover for Hosts, protects you in the rare event that a guest is hurt or their belongings are damaged or stolen while staying at your place. People who help you host, like Co-Hosts and cleaners, are also included in this coverage.
Host liability insurance covers you if you’re found legally responsible for:
- Bodily injury to a guest (or others)
- Damage to or theft of property belonging to a guest (or others)
- Damage caused by a guest (or others) to common areas, like building lobbies and nearby properties
