Have the exact same problem with no response from NJ office. Let 3 messages over last 48 hours with the national headquarters to have the Parsippany, NJ location return my calls, since the NJ location never seems to pick up their phone. Have not received any calls from anyone at all. Very frustrating.
HORRIBLE CUSTOMER SERVICE! The phone just keeps ringing and IF you are lucky that day, someone will finally pick up the phone after trying for at least half an hour- problem is ALL Representatives who answer the phone are VERY RUDE! These people SHOULD realize they are dealing with sick people who need their help! Don't make them feel like you are doing them a favor. I do not know why insurance companies give business to these people!!!!!
If there was a zero or negative star- that's what I would give them!