Boy what a process!
Managed to get my claim approved after several exchanges in which I had to educate the representative on the rules of their own program.
I just love it when they say - look this is what the rule says, and I ask please point it out in the rules, thereafter I have to explain that that is not what the rule actually say.
In the end, no apology, no you are correct - but the rate was adjusted (to my astonishment, I really was going on because it was amusing mostly).