Hey kids! When this happens, which it does a LOT, you call your states insurance commissioner's office and file a formal complaint! Make sure you get a reference number for EVERY. SINGLE. CALL. you make, save every form of correspondence (email and mail) AND retain a copy of all your responses. If they stonewall you (That's not a covered service, we're not allowed to disclose that, etc) request a copy of your benefits, insurance is a CONTRACT and is legally binding.

Download a call recording app if you can, even if you can't share the recordings at first they can be useful for your reference and can be presented if you need to go to court.

I work with insurance companies all day everyday and have so for almost a decade. I trust them as much as I trust my dog to watch the Thanksgiving turkey. Approach each interaction with them *like* it's going to go to court.