How long does approval take for this insurance carrier? Beech Street

My insurance is through Beech Street and my first letter was sent on 1/11/02. I know that the insurance company has it because a request for additional information was sent to me and my doctor. But when I call to check on the status of my pre-cert I get all kinds of excuses and roadblocks! and they tell me that there is nothing in the computer and when I ask for the person in claims that "sent" the letter for additional info, I was told that she doesn't exsist! I am getting so frustrated! I need some help/advice!

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