Insurance runaround

My insurance company and I like to play a game every year, it's called "how many times does Dawn have to call the insurance company before they pay a claim".
My insurance company likes to keep me on my toes by denying my son's claim every year, even though it for my son's preexisting condition which they know about. It's quite frustrating, since every time I call, the rep will look at our account and agree with me that it should be paid, but she can't fix it, it has to go to her supervisor. OF course, none of the reps. give out their full names, they always insist their comments will be saved in the file. They never are, and I have to explain yet again what the problem is the next time I call.
It's funny, because when I call, I get the "you've been selected to respond to a customer satisfaction survey" request. One of the questions is whether or not I believe that the insurance company is responding in a quick and a caring matter. Sure they are, in fact, they care so much about him, they insist I fax them his medical records for the past x number of years (working on year 6 now)., just so they can review them and get to know him all over again.
I don't know where they are putting the old copies, perhaps they are using them as alternative fuel for their fireplaces; money's tight all over, even for them.