I am going thru the same issue with my ER Visit.
I just received a Dr. Bill from a Hospital we found in Network, the bill for $700, now, UNICARE informed he is out of Network and therefore only $200 would be taken in consideration towards my annual deductible (I have a HSA Acccount).
So those $500 dollars out of pocket I need to spend are going nowhere.
Their Online system give you the option to email inquiries, it took them more than a week to reply and simply to just to tell me that I need to mail a letter!!!
Don’t even get me started on their customer service, last thing I need is attitude from a phone rep.