Water damage from upstairs neighbor

About a month ago, I received a call from my tenants, in Chicago, informing me that there was water leaking from their ceiling into their kitchen. Fast forward a bit, ends up the upstairs neighbor's water heater shit the bed and dumped water down into our condo. Mind you while livening out in the burbs for a little over a year, we hadn't yet been informed that that unit had recently been sold to a young girl who is currently living in Atlanta. Just to make it a little more difficult to communicate to her, she had 2 different cellphones (one work, one personal), and she was on vacation in Europe. 

Anywho, finally get in touch with her after a week. Remediation was already taken care of, because the upstairs landlord knew about this before I did. Yeah, I know it's hard to follow, imagine living through it. 

Another week goes by and it has become increasing difficult to contact her (she's still on European tour). Finally speak with her get her insurance information, blah blah blah. Took me over another week to get a contractor in to get me an estimate to give to her insurance. Was not expecting this...her insurance denied the claim!!! 

A little over a month has gone by and I feel horrible for my tenants. Finally, just got all the drywall, paint, and electrical taken care of. Waiting on custom cabinets to be shipped, which will be another month from today, God willing.

Our plan is to get this all taken care of, and turn it into our insurance, unfortunately. 

Anyone out there ever have to deal with anything similar? I sure could use any advice or words of encouragement to help me get through this extremely frustrating situation.

Thanks for listening,

    Josh Winders