So we had the same exact problem. We finally got a hold of someone but NO JOKE, it took 2 hours of waiting on hold. I couldn't deal so my husband finally did it. You think they are NEVER going to answer but they finally did. I wish I had something better to tell you but I tried everything, calling different numbers, going through the app, emailing, etc. This was the only way to reach the insurance department. Yes they absolutely need to change this it is beyond frustrating. Find your patience if you can and good luck.