Worse customer service

My fiancee had a stroke recently, so he has a account though Bears which he pays insurance for. I then sent a letter that the doctor sent, stamped and hospital details which says he can't go back to work due to his condition. But this insurance company wants a medical report with his personal health details as too why he can't go work even though the letter has all the information and they can call the hospital themselves. Doctors don't put conditions anymore not even if it's a work note. I feel like they just dragging their feet and don't want to pay.