You know what you speak! Because I also managed the contracts with the insurance companies, I always felt like I knew more about their insurance than the people I had to talk to on the phone. The worst was when a couple companies moved their customer service overseas ... so I spent many hours trying to talk to people who only knew 10 words of our language.
I one had an argument with Blur Cross, trying to get a claim paid that they had denied for being a pre-conditioned illness. When I argued and they had the paperwork to prove I was right, I was told that if a person had a headache (diagnosed) at a young age, if that person developed a brain tumor when he/she was 40, it would be denied as pre-existing.
I have so many stories... a lot I have documented. I thought at one time, I would write a book.. but I never did. :-)