Thanks. It’s reached the ‘bring in Pam from HR’ point in the process.

Does that help? We've never reached that point, but I'd file it under good to know.

It can, yes, especially if the problem is of the sort where the provider and the insurance company are pointing fingers at each other.

(Not the case this time, but I had one like that a few years ago. I forget whether it was Pam or Annette who sorted that one.)