CIGNA PPO

How in the world can I by-pass customer service to get the same person everytime I call CIGNA? I am so tired of dealing with a new name every time I call. Is it too much to ask for consistancy? Grrrr. I need the name of someone BIG in the approval department to drop. After losing my paperwork and finding it, they have lost it again!! Now I am waiting for a "found it" phone call from David. This is pathetic.