problems with my condo insurance?

There was some water damange to a condo my parents own from the floor upstairs. We called our insurance company and it feels like we’re running around in circles. The insurance company wants the “Standard Unit Definition” basically a piece of paper stating what the condo will be responsible for, and what the insurance company is responsible for.

My condo claims they can’t find the standard unit definition. That I should already have it when my parents bought the condo. Meanwhile the insurance company won’t go forward with the claim, even though I’ve asked them to call the condo and figure it out themselves.

What should I do?
It’s been going on for months. And all we want replaced as the carpets, and cabinets. Things that we had bought after we got the condo….upgrades that we paid for…so why all the mess?

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