The problems begins when they think they are entitled to an answer. The problem persists when they think they’re entitled to an answer that is satisfactory to him.
It’s a no brainer. The law is out there to read. Read it and report it. Don’t harass department staff or assistant deputy secretaries so that you can catch a sound bite.
I believe it is the insurance companies in any case that decide what it is they consider a pre-existing condition.