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Seconding having a chat with a rep and getting a name or document of some sort. I'm definitely outside your country, and things 100% work differently with insurance where I'm at, but even if you read in plain text "this scenario will be covered" unless you've got some documentation that your specific case is covered the insurance company can pull whatever kind of legal whoopty-doo they want (and you can't afford to fight) to say it's not covered. Call someone up, get their supervisor to tell you your claim will be taken care of, and ask for them when it's not. Otherwise, you're one person against an entire company that only exists because it pays out as little as possible.