Ask to speak to a supervisor. If that doesn't work, call the head of the company's office. Be persistent - paying OUT claims is not something they focus on, but it needs to be done! And check out http://www.iii.org - it is a nonprofit Insurance Information Institute, and the President of it happens to be a childhood friend of mine, although he insisted on being called Robert, not Bob back then! We both played saxophone in marching band, and bickered so much the third player in our grade sat between us just so we'd actually play!