Harvard Pilgrim seems to be repeatedly misplacing faxed documents from my provider

I am not sure where else to post this. I have Harvard Pilgrim through my employer and am located in MA. My plan includes some fertility services but requires my doctor to send them a pre-authorization form for approval first before they agree to cover anything.

On July 3rd, I literally witnessed my provider faxing the document to the correct fax number. A week later we followed up and were both told it was never received. My provider re-sent it on July 10, and called to follow up on July 11 to ensure they got it, and they said they did. Yesterday, we both followed up and they claimed they never received it. My provider confirmed with them multiple times that fax is the only way they receive this document, and I heard the same thing when I have called Member Services. My doctor just re-faxed it again yesterday.

With fertility services, timing is everything. I might have to postpone treatment for a month or more if they do not accept my pre-authorization document ASAP. My doctor and I have both expressed this to them. Every time I call and ask for a manager, I’m just told the only answer is to just keep trying to fax it every day. There has to be something else I can do.

One last note: this is not the first time they’ve done this. I had a separate pre-authorization form for a different service faxed in early May, and it needed to be sent twice before they received it. However, it’s never been this bad before.

Any commiseration from people who have had a similar experience or advice would be appreciated!

submitted by /u/Professional-Egg-507
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