This is "stalling", a very common tactics used by many companies to make you give up. If you don't walk the "designed" designated convoluted path, it is "your mistake". In order to "walk the right path", one will need to put in significant time investment. The only thing these companies want is your money and they are not too keen on providing services. And secondly, the insurance companies for sure will "get their money back" in the long run.