@KellyK this sounds very stressful-
if you call the Urgent Support Phone Line - it’s available 24 / 7 and you can speak to an agent .
They will be able to give you advice straightaway . The number is on your dashboard .
When we had a sit curtailed we called this number - they were very helpful .
This thread is about making a claim and worth reading - https://forum.trustedhousesitters.com/t/tried-tested-process-for-premium-insurance-claim