Laurie and Sue at the customer service line, were ...

Laurie and Sue at the customer service line, were less than useless. Long story short, had to call repeatedly regarding a pre-cert. Was told I could leave Sue a message..but not get her direct line. After 10 days no response (more 30 days into the process), tt Laurie, who also wouldn't give me an extension but told me to tell my DDS to call her, but not specifically though, because they can't give me a direct extension to call. I asked for written determination, was told "sorry, can't do that".. why the secrecy?!?! I pay for this insurance but I cannot have a phone number or written denial explanation?? Then called DDS, told them to call Laurie... they said, as a provider, they only get transferred to a phone bank in India when they call, so there will be no speaking to Sue or Laurie. I have this insurance through work, but if you are making a marketplace choice, stay away from this disaster!!