Agreed.....
.... Perhaps the insurance has a 'no-balconies' clause... (sarcasm)
IF the family are unclear of the circumstances of the fall, how can the insurance possibly refuse the claim - do they know something the family don't ???
It would be interesting to learn why the Travel Insurance company refused the claim (and who this company is).... Was it a 'booze clause' ?... and if so, does that mean 100% no booze or reasonable amounts etc ?