That's not entirely correct. After a loss occurs, what anyone from the insurer tells you likely will not override what the policy says. However, if you call/email to ask for clarification of coverage, and you are given incorrect information regarding something being covered when it is actually not covered per the policy, the insurer will almost certainly be bound to provide coverage if that circumstance occurs later. You need to be able to prove it, which is why the insurer recording the call (most do) and/or getting it in writing via paper document or email is crucial. The insurer is the expert, not the consumer. If they make an error regarding coverage, coverage MUST be determined in favor of the insured. It's that way in all 50 states.