Sorry to hear about that. I would call the office and insist on speaking with the Dr. and if he is busy i would tell them you need for him to call you back and leave your #. If they ask if they can help- say no i need to speak to him. Dont ask- tell them. When the Dr. returns your call I would let him know your situation. Let him know your ins. co is willing to help but his office is not following thru. Make him aware of his incompitent staff. I know how frustrating it is when you feel helpless. It's like they just don't care. Hold them accountable. I've gotten to the point that i always ask to speak to whoever is in charge. Hope things turn around for you. I hope your pain gets under control. Keep warm. momof4