Talking to the insurance company on the phone is complicated. It's important to say be direct, stay calm but still throw in a few profanities to let them know you're serious.
A direct quote: "I'm just wondering why I'm paying you every month to cover my supplies if you're not responding to the supplier's fax to get authorization. I mean, I got a call from them saying they can't ship it because they haven't heard from you and all I can answer is, what the hell?"
Yes, Kevin, I'm happy to hold again.