Ive only had one similar experience so I'm not sure how exactly these claims depts work but isnt it up to Fram to determine whether or not a claim is paid? That is how it worked out for us, once I was able to show proof the auto shop charged us for work they didn't do AND damaged parts on top of that, they approved the claim and we had the money refunded within 48 hrs AND the bill from the dealership reimbursed for fixing what they f#*"$d up.