Having a heck of a time getting a letter from Cigna confirming that they will *not* cover something.

So, my son is disabled, and we get incontinence supplies delivered through a medical supplier (Shield health care), which have been billed through medi-cal. Though We have been covered by Cigna for almost a year now, Shield now says they need a denial letter that Cigna will not cover these supplies so they can bill Medi-cal. They insist that Cigna provides this.

I have called Cigna no fewer than 7 times and gotten seven different versions of “no” to this seemingly simple request. All I need is a confirmation that these supplies aren’t covered by my plan. I’ve had to explain and spell “incontinence” to these overseas call center folks, and I’ve expressed extreme frustration and dismay. They are blocking me from obtaining something we absolutely need for him by refusing to provide evidence they won’t cover this. Shield, meanwhile, will not intervene or request this on our behalf either.

Anyone have a similar experience have advice for how I can navigate this? I’m nearing the end of my rope.