I've never been convicted of anything
Me neither, but like I said, I found an at-fault on my record. It was a very long story that was basically the result of a fraud attempt - person involved in aforementioned incident (for which I was not charged or held at fault for) tried to put through multiple claims to multiple insurance companies. Like I said, long (and dirty) story. I highly doubt this is your situation in the end, but just tossing it out there as an example of unexpected **** causing havoc with insurance. Can't hurt to call and listen to their explanation.