Sounds like just an excuse to me. A few years ago a Spanish lorry (with Bulgarian driver) sideswiped me - all his fault. The only details I got were a copy of his driving licence* and what looked like a normal insurance certificate. Insurance company handled it all. It took an age, but they have whole departments to deal with claims against foreign insurance policies.
*A Bulgarian driving license doesn't show an address, so things slowed down somewhat because I had no address for the driver.