It was a few years ago now, its one of those insurance companies that car dealers use to give you "instant" cover when you drive off their car yard, you then have a week to arrange your own cover - their whole policy fitted on one piece of A4 paper haha.
I've been with AMI, they usually go the extra mile. I have the email address and phone number of a claims manager if you want to talk to someone a bit higher up who has more of an idea of what to do. (PM me).
You mentioned that the offender went to Hoyt's and bought tickets - if they used an eftpos or debit card then you have all the information their to identify them along with visual confirmation with the security camera. Your insurance company should be able to apply for the necessary paperwork to have that footage and card holder information released