"Ask for your patience and understanding at this difficult time" sounds a lot like "we will be using this as an excuse to deny all claims until further notice."
Companies like UHC are actively making the life of millions more miserable, or straight out kill people by refusing coverage, all in the name of money.
I couldnt imagine the degree of morbidity and mortality this one company has caused. It is really the worst of the worst. Tens of not hundreds of thousands of people drastically hurt by this company. A company which is supposed to help them get the healthcare they need.
It's an insurance company. I assume they had a 6 hour meeting discussing the shade of the quotation marks. Then the social media intern said you can't change it.
I also use direct quotes from whoever was the decision maker at work when I'm on the disagree side of "disagree and commit". I never felt the need to quote an entire message, but it might happen some day.
If you ask chatgtp to write something it puts it in quotes.
They probably didn't even want to spend enough time to select within the quotes when they did the copy paste.