Sounds like they're fobbing you off.
Have you tried speaking to someone that has half a clue?
Give Craig at Moto Rapido (mention you're a member of UKMOC) a call to see if he / they can help. They have a vested interest in keeping customers happy.
http://www.motorapido.co.uk
I had a situation a few a years back when the Monsters were first fitted with immobilisers from the factory - my insurance company wanted a certificate to prove that the immobiliser had been professionally fitted!
I called Craig and he wrote a letter on Ducati letterhead stating that the immobiliser was fitted at the factory - the insurance company was happy with that - Craig did it for free and he now has a loyal customer.