Like "I wholly agree with you that it is not OK, but the reality is that hassles are increasingly "the Norm" when dealing with insurers. There are ways to make them accountable for their actions/inactions. It does take some documentation, time, and effort on our part as evidenced by my experience and Red Flower Lady's, but in the end, we did get good results. Unfortunately, (apologies to Voltaire) "All is not for the best in this best of all possible worlds.""