Currently have this insurance through my employer....

Currently have this insurance through my employer. The rep and website said this has international coverage and claims need to be done through BCBS Global Core division. But BCBS NE is very slow (like over a month) to respond to any Global Core request for direct payment letter approval. When I tried to contact BCBS NE customer support to ask why they are slow in approving the letter, the CS rep doesn't even know what BCBS Global Core is. I guess it's the client's (me) job to explain to them about who is BCBS Global Core. And after all that, I'm still not able to get the answer as to why they are slow in responding to Global Core. This company doesn't even deserve this one star.