I had a similar story once on an medical insurance coverage situation, which only resolved itself when I dug up the contact information of an employee at the in

I had a similar story once on an medical insurance coverage situation, which only resolved itself when I dug up the contact information of an employee at the insurance company from Google/LinkedIn and directly contacted the person. Going through the official "process" was just handing me from one department to another until it went back to the original department, and the cycle started again.