Stolen bikes

After two weeks finally had an email back from the insurance company...

1. Please provide evidence of the bike locked to the rack - a photograph will do.
   
2. Please describe how and at what time the bike was stolen. Is there anything you can think of that you could have done to stop it being stolen.
   
   

After filling in the documentation why are these questions not on it. Also how do you answer them. Have a feeling they aren't going to pay out.