Insurance companies are mainly concerned with their own interests rather than your best interests. The business of the insurance company is to take in as many premiums as possible while paying out as few claims as possible.
Their representatives are trained to minimize or deny your claim, and they employ a variety of tactics to accomplish that. They may well ask you questions that may hurt your claim. At other times, the representative may act as if he or she is on your side and encourage you to resolve your claim quickly for far less than the value of the claim. Consult an attorney before considering settlement, a topic I discuss in more detail here.