Yes, because they were still insured at the time of incident. Some of the files were deal with have previously been closed by the insurer because they're similar situations to yours - no damage therefore no damage claim for the policy holder and no hints of litigation until near the 3 year mark. Many of these policy holders have transferred to new insurers in this time but the old insurer still deals.

They have to reopen. It's not a case of feelings, it's a case of that's what you contractually paid for within that date range. They may reject automatically because they're unaware of their obligations - newer insurer, undertrained staff - but this is for them to deal with unless they at any point voided or discontinued the policy before the date of incident.

You do really need to push this to - a court judgement if any deadlines are missed could leave your gf with a 6 year stain on her credit score.