More likely its just an LLM hallucination, not a real policy that Anthropic has. Unfortunately for them, it's a bad look to showcase one of the main failure modes of their product in their own business process.
It's both, isn't it? If the AI writes the policy and is also responsible for enforcing it (by handling tickets and acting as a gatekeeper for which issues are escalated to humans who can do something about them), then the hallucination becomes real.
It's the same thing. Whether it was hallucinated upstream or in situ, the point is that it's not a real policy that the business adheres to, just something the LLM spat out.