Do we all have case workers? how long does a review take?(Cigna HMO)

I am fighting Cigna for approval (denied twice) and was wondering do I have a case worker? How do I find out who that person is? I called the member helpdesk (what a joke!) and asked about the status of my review but they cant tell me anything other than it may take 30 days for an answer. They have had my paperwork for over a week. How long will the review last? I'm getting antsy for an answer from those guys. Thanks for any help.

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