Advice: Lloyds refused Packaged A/C claim now offer to reconsider

A couple of years ago I submitted a claim to Lloyds Bank regarding our packaged current account with them. Twice in our history we were told we needed to take a packaged account product in order to get credit. First time we were applying for a loan, second we wanted to buy a different house and needed bridging finance - both times our Lloyds branch told us we needed to move to the next tier (Platinum, then Premier Banking) in order to get the facility.

Our claim was rejected as we had activated the mobile phone cover and used the AA cover options supplied with the account. My argument was that I had no ability to select the most appropriate products for my needs or shop around based on costs, but instead consumed those elements of the account rather than spend again for the most appropriate products as I was told I must spend this money anyway for the credit facility (I cited that I drove a company car with breakdown cover included and so didn't need cover yet both my wife and I were covered by the packaged account). We didn't take it any further at the time as we aren't normally the people to seek any compensation.

We have just received letters from Lloyds Bank asking if we would like them to reconsider our claim. I can only assume something changed in test cases and that they suspect our claim should have been upheld, but I wonder if anyone can give further information that would guide us to winning any revisit?

Has there been a change in the way decisions are being made?

Thanks for any help you can give