Renters insurance question

[Vicky Wang]

We placed room divider with a tension rod in the living room, after half a month it fell onto the sprinkler head, the floor got damaged. It happened when neither insurance policyholders were home. We are trying to claim it to the insurance company, however,  they said that the only way we get paid for the repair is when the damage is caused by the policyholder. Is it fair?