Clientele error

I am utterly dissapointed with Clientele (more specifically there hospital cash back plan)!!!! I am with Clientele for more than 10 years already and have a very long medical history whereby I was hospitalized numerous times, including recently from 13 Aug - 06 Sep. I submitted all the claim documents only to be told, after more than a week, that Clientele has a policy that if you've reached 180 days a new waiting period of 12 months will kick-in and after that a new period of 180 days will commence. I was dealing with Jolene Fraser who told me that we are at 197 days and that the waiting period kicked in. Clientele states that after 180 days they stop paying. Why then am I 17 days over? If it wasn't for going over 180 days the 12 month waiting period would have been over. Clientele was at fault by not stopping me at 180 days! Why must I be punished for something that wasn't my fault? Most of the leave I took was unpaid leave...