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It always helps if you have all your "ducks in a row", and keep all the correspondence.
Learned the "ducks-in-a-row" thing years back when dealing with auto insurance and accidents. Documentation will ALWAYS beat out hearsay. More than once I've had insurance investigators say "We love people that take pictures, it makes our job much easier!"
It also makes you more likely to win an appeal if you can prove your point with facts and not opinion.
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