I used to work for an insurance company - here is a few tips on communicating with them:
Keep a log of your communications - make it VERY detailed!
Who you talked to (First and last name, title, department and direct phone number, as well as the phone number you called to reach them if it was an 800 number or something) You might also ask for their supervisors name and write that down. Do this for EVERYONE they transfer you to as well!!!!!
What was discussed and the outcome of the discussion
The date and time of the conversation
Copies of any faxes or e-mails and receipts or confirmations - be sure these are dated and timed as well.
If you say the word "attorney" in a way which implies that you have one, they are no longer required to talk to you - instead you will have to hire an attorney for them to talk to.
I guarantee you that EVERY phone call you make to them is noted in the system - now all departments may not use the same systems (IE: Pre-auth would have a different system than say disability) but your calls are all there somewhere!!!! BE VERY CLEAR ABOUT WHAT DEPARTMENT YOU ARE SPEAKING WITH!!!
Bear in mind that while most ins companies WANT to provide you with the options ESPECIALLY if they are cheaper, it is like trying to turn a large ship in a rough sea - they just don't turn fast! Be persistant and keep plugging and you WILL get what you want.
If they do not have CNM's on thei provider list then they need to get some! And they are denying you access to appropriate care if they fail to do so, feel free to point that out!
UGH - I could NEVER work for an insurance company again - Just keep calling until you find the person who can help you, if the first person you speak with is uncooperative, hang up and call again and get someone else. Ask to have a nurse case manager assigned to your case to help you - some ins companies will do that - Also - ask for a medical review.