FWIW, I’ve worked providing services that were often paid by insurance companies for almost 30 years.
State Farm is renowned, or used to be, anyway, for its “feudal” organization. Individual regions and even offices had quite different policies for handling things.
Best tip for an insurance claim: When an adjuster tells you a claim isn’t covered, that’s often not a fact, it’s the company’s first bargaining position.
Perhaps somebody can explain something to me. If I file a claim I know to be false, I can go to jail for insurance fraud. If an insurance company denies a claim it knows, or should know, is valid they generally just laugh, when caught, and go on about their business.
Why is A fraud, and not B?
They are both fraud, but the insurance companies probably have more political clout than you or me. Such is life. Sigh.