Did you have some sort of insurance on it? From Thule's website:
Disclaimer of Liability: Repair or replacement of a defective product or the issuance of a refund or credit (as determined by Thule) is a purchaser’s exclusive remedy under this warranty. Damage to a purchaser’s property or other person is excluded.
Wonder if it's based upon the customer rep's discretion or if what's on the website is used to deter people from abusing their policy?