They will classify any lie as a simple miscommunication or misunderstanding.
Sometimes they lie on purpose other times its because they never read your policy either.
A case manager has a block of claims. When new claims come in, your case manager needs to terminate claims to make room.
That is why Insurers do so many unjustified denials. Most people can not fight back. If you do hire a lawyer make sure you hire one that has a specialty in Insurance claims. If you retain a lawyer that does a little bit of everything-you will often end up on a long and expensive journey.