What sort of rubbish cowboy outfit are you running.
5 hours free cleaning, then the cleaning the second day was so bad they didn't pay THEN your cleaner breaks an ornament.
I doubt if someone has fled abroad over a broken Noah's Ark, do you not have the cleaners address, NI number, telephone number, references etc.?? If not why not.
Offer to pay for the damaged item, the insurance will want you to pay the first few hundred anyway, so I wouldn't have thought it worth making a claim.
How long have you been in business? Where are you from?