Hello Paul. None of the following is a criticism as I understand your frustration. Nor am I saying the system is right, I'm just trying to help you understand the system.
As frustrating as it is, it is up to you to get your doctor to complete the claim forms correctly. Some docs are good at this, some are lousy.
As I said, getting all of the forms filled out can be really frustrating. The forms would be difficult if we were well, when we are sick it's seems almost impossible. Something as simple as the doc not filling out his qualifications will disqualify you. (they usually have a stamp for this)
Whenever I have to send in forms to any company I try and get my doc to let me review them first and when possible to make a copy of them. That way I can try and catch any mistakes and I also know what the insurance company is talking about when they ask for more info or claim the info is wrong.
When they said they would contact the doctor directly, they were trying to be helpful, they could have just said no as it is yours and the doctors job to get the forms filled out correctly, not their job.. That is standard throughout the industry(once again, I'm not saying that this is a good system, just how things are). It is part of every doctor's job to fill out insurance forms. If a doctor refuses to fill out a form correctly for no good reason they can be reported to the college of phys and Surgeons. I would only do that as a last resort.
I don't know if you have seen a GWL report, but here is a link to one.
http://www.greatwestlife.com/web5/groups/group/@public/documents/web_content/s7_031629.pdf They have a variety of forms there for different illnesses and some information for both you and the doc.
In it you will see a statement that goes something like" please provide copies of all relevant clinical notes etc etc.
Once again you shouldn't get caught in the middle, but your doc should also know better than to say, "my notes are my notes"
Good Luck with your claim. Take Care. paul m