Formal denial letter/ suggestions?

Anthem BCBS is killing me. On Friday, I received a secured e-mail from Anthem. Well, unfortunately because of the system they use I have to be on a secure server at work and am not- I couldn't get it to work at home either. So I called Anthem and was transferred from a CSR to a supervisor. The supervisor reviewed their computer system and said that she did not see where they had received a request for predetermination. HMMMM??? She put me on hold. When she returned, she said that she had just reviewed my file that morning and sent it out for review. I explained to her that in my Certificate of coverage, I was to get a decision within 48 hours of the request being submitted. She said, "well, I don't see that has happened." but she assured me that it was in review and she would work all day to see that a decision was made before she went home at 3. She said that it was still going to be denied because of the exclusion- but she wasn't a nurse and could not make that decision. So at 2pm, she calls to say that they had not been able to get to my request and that when she came in on Monday she would get right to work on it seeing if the review board had made a decision. My request was sent to the insurance on Aug 9. Here it is 20 days later. Any suggestions? Can I use this in my fight to appeal if they do deny? I should have a picture up soon, until then this will have to do... Beth M