"We haven't received your information."?

My surgeon's office has faxed (3 times) the letter of medical necessity to my insurance company, and received a confirmation number each time.  The letter was also mailed over a week ago.  Is this some sort of game that the insurance companies play?  The letter is over 22 pages long, so it's not easily missed.  The info was faxed on the 22nd for the first time, and it was mailed that day as well.  Is this "usual and customary" operating procedures for an insurance company?

Well I hope its not usual and customary ... maybe they have a back up of some kind with information processing.  I had the same problem with my surgeons office .. i kept sending my information and they told me they had never recieved it. Needless to say i changed surgeons.  I'm sure they will catch up! Just keep calling them so you know when they get your information.

My previous insurance co had told me it sometimes took 3 - 4 weeks to get information processed, so it may be that your paperwork is AT the insurance co, but since nothing has been processed yet, they have no record of it.

I had a similar experience with CIGNA. Finally got the name of the person on the phone that told me they couldn't locate the information and FEDEXed it, with a signature required to that individual who then walked it over to the department who scans the information in.  FEDEX is $19 or so -- Worth every penny when it results in an approval!

Thanks everyone.  I finally got a phone extension where an individual confirmed they received the paperwork on the 22nd.  (the first day it was sent)  But, that person says it will be between a week and maybe up to a month before they review it.  I am going to open a new topic with my next question.