Golden Rule Insurance Customer Service Issues

In February, I purchased insurance with Golden Rule. I provided my payment details, with a direct deposit of $76.85 on March 1st. Subsequently, on March 2nd and March 30th, two payments of $6.92 each were deducted from my bank account. In late April, after being informed via letter that the initial $76.85 payment had not gone through, I confirmed with my bank that it had indeed processed. The letter indicated a deadline to remit the payment before the next installment was due, but unfortunately, I did not receive it promptly. Despite attempts to address this over the phone, I faced challenges and ultimately received a final notice, now owing over $[redacted]. With the threat of insurance termination looming, I forgot to address the issue by May, leading to another $6.92 charge on May 29th. Throughout this period, I never received a medical card or clear guidance on copays and coverage details beyond exclusion of maternity and mental health services. As a new policyholder, I am open to cooperating on the outstanding balance, but I urge better communication via email due to my work schedule, as calling during business hours is difficult.

Four weeks ago, I received a stage four small intestinal cancer diagnosis, which is very aggressive and rare. I visited MD Anderson 10 days ago, and my oncologist referred me to Vanderbilt for a trial with the highest success rate. I am awaiting insurance approval for the trial, which is crucial given the urgency of my condition. Despite making daily calls stressing the time sensitivity, I am informed that the approval process could take up to 14 business days. I began reaching out seven to eight days ago, and every day without treatment is critical for me.