Thanks Robsaw for the reassuring answer (which is not otherwise obvious).
My call back came and I got an agent who totally understood what I was looking for, said "fill out the form and we'll sort it out with the insurance company". Confirmed I'll get my WS$ and companion voucher back, and still be able to claim my cash. I recorded the call.
So again we've verified, if at first you don't succeed, call, call again.
I'd also recommend scheduling a call back--which wasn't a perfect process but was still way less frustrating than listening to their musak for hours.