Are we even insured?

So my spouse’s benefits supposedly kicked in a week ago. She called her insurance company to get the member ID because we still haven’t received the cards yet and she needed to go to the doctor. The insurance company said she wasn’t in the system and to reach out to her HR department.

She calls HR and they say, “yup, you’re insured. The insurance company’s system is slow. If you need to go to the doctor, just submit the bill to them.” A week goes by. She calls the insurance company again. “Sorry you’re not in our system. Call HR”. She once again calls HR. They say, “No, they’re wrong. Your insured” and gives her a screenshot stating that she as well as our entire family is insured. Mind you, there is no member ID or group number or anything. Just names and statuses.

She asked HR if she can at least have the member ID. “Oh sorry you have to call the insurance company for that.” She calls the insurance company. “No you get that from your HR department.”

What. The. Hell!?!

Meanwhile she’s battling this sinus infection and urgent care won’t see her unless she pays them $300. What the hell do we do?