If you locked yourself in a room for 2020 and only paid attention to the Austin area real estate market, you might have little clue of currently lingering global pandemic and significant economic challenges it currently presents.

Hope this helps - and I hope even more that the tenant solves HER problem HERSELF.  

But, that is a separate topic.Honestly, to solve your immediate problem, you may need to find another insurance company.When you say "...but we just formed this partnership..."

Becoming successful in this biz (or any biz for that matter) is a matter of creating value and solving problems.

The customer support gave generic response which doesn't solve the issue and they stopped answering after a few emails.

If the seller does get an additional lien on the property, you'll be in the right, but you'll still have a problem to solve.

Some agents think oh I can help you but they have no clue and do you not understand how you’re looking at things compared to someone buying a home to live in

For if they have something more urgent than would be best solved by submitting a work order through a tenant portal?

No clue what the 5-10 rule is. 

Of course that doesn't solve the problem that you are out a fridge once they move.