My insurance is the same. They now use a disclaimer telling me they are not responsible for giving me misinformation over the phone. We got zero documents from hubs employer and online info says "call for specific information.". Its maddening. When I had cataract surgery I called three times and got three different answers on what,would,be covered. When hubs,had his he called twice and same thing. I wrote it all up and,sent it to Customer Support. Crickets.