When you’re having a dispute with your insurance company, do your best to make sure that all communications are in writing. By minimizing the use of the telephone, you have a written set of documents showing what has transpired and the history of the claim. Otherwise you’re in a situation where you’re trying to recollect what happened a year later in a phone conversation and it becomes a he-said/she-said type thing.
If they’re giving you the runaround about a particular medically prescribed procedure, ask them in writing exactly where in the policy it says they don’t provide that procedure. Then I would look at the plan document and see what happens when there is no doctor that is in network that can provide those services and what the result is under the terms of the contract.