Lisa,
I don't think this sort of things happens very often.
I have no evidence for that statement, but I think there would be many more posts like that if it was more common.
Just kinda makes choosing a company a bit tricky doesn't it !

By the way, you might want to consider getting the insurance from a separate company.
It's cheaper, and may 'help' in these situations.
Sadly I've only got one listed.
If you find others, or anyone knows of insurance companies for shipping, let us know please.
Steve