The goal is to wear you out and it's the context missing from the discussion. An external observer could look at any of my contested insurance claims and say 'They asked for more information, you gave it to them, the claim was approved, so what is the problem?"

What's missing is all the days I had to get up, check on my claim, and call them because the claim was still denied and they sure weren't going to call me.

What's missing is the hours I spent on the phone with them taking them step-by-step through the same issue each time.