I would be, in no uncertain terms, telling those people to straighten out their dam bills. They got the auth, they did the billing, now they need to figure out how to get paid by someone other than you!

I had some issues with billing when my Grandma was dying and I told those people that the coverage was there and it was not my problem if they did not bill correctly and to not expect any payment coming from our way. I swear they just try to get people to pay first before straightening out their own errors. Funny how once I told them that we were not paying one penny, that they got it all figured out!