I'm in a similar situation now. I don't understand why the insurance company and the hospital billing staff can't talk to each other, and require me to act as a mediator. At this point it feels malicious.
In all practical ways, it is malicious. The system is intentionally designed to pay out as few claims as legally possible and use every legal means to obstruct and draw out the claims process. The U.S. healthcare system as a whole is a bastion of inefficiency and corruption.