Any ideas on how to present your case to the Human Resources Department

As you all well know I was denied by Aetna (1st appeal) the next step is to present my case to the Human Resources department (you do not do it in person). I am wondering if I should loose my time and energy. If so can you give some ideas on how to impress them in a way of a letter? I thought that with all the letters from my doctors and all additional paper work I sent previously to the insurance they will approve but now they are saying to go directly to the HR department. If the HR Dept. is making the final decision, why I was not directed to them the 1st time. I have been dealing with Aetna and playing the waiting game for almost 5 months. I am totally confuse , is there anyone in cyberspace that can enlight me please? By the way thank you to all the members that enlight me yesterday .

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