In the United States, is what the customer service tells a customer legally binding?
Example: A customer calls their health insurance company, they say X is covered, 1 month later the customer receive the bill where customer sees X was no covered. Can the customer claim coverage based on what customer service told the customer?
The communications between the customer and the customer service are either by phone or email. All calls are legally recorded, and emails are saved.
If the answer is State-dependent, I am mostly interested in cases where the customer lives in California or Massachusetts.