I find that 'people in charge' get scared when you show up with someone to advocate for you. The number of times my dad would've been rail-roaded recently without me stepping in and calling BS was becoming a regular thing with his own insurer. I had to do research on the Australian 'Federal insurance policy legislation' to cancel a defunct policy he had been paying premiums on for 6 months. BUT he eventually got it cancelled and his money back (it was a little cheaper than the massive fines for breach of trade/fair business laws...) You'll get a fair outcome once you find their pressure points and start squeezing