They continually request additional paperwork. I spoke with a customer service agent on the phone and she walked me through the entire process. I had issues prior with not submitting enough documents, so I decided I would submit every single document and receipt associated with the claim and they still required more, specifically the name and address of my doctor, which would have been on the initial paperwork.
I called again today and was given a completely different method of filing claims, and told to disregard the previous information. This has happened with every single claim, I've never had this issue with other companies.