I'd like to re-iterate that it is indeed a tedious process to be 'interviewed' by an insurance company.
I had no one to represent me either, but I was prepared with many highlighted articles from books and I stacked those books right at the table where he and I would sit. He came in full of good cheer and happiness and declared that he was going to improve my life dramatically! He then went on to tell me of clinics where I could be CURED! All I had to do was show up every day at a facility an hour and a half away. I told him there was no way I could drive that far and back...Would the insurance company pick up the tab for transferring me by taxi? Failing that, would they pick up my lodging tab while I was undergoing treatment? Of course, the answer was NO. I informed him that I had looked up every fibro clinic in my area, but none guaranteed a cure and each charged a hefty price. Would his company cover that cost?? Nope.
Our meeting was over, but not the monthly questionnaires to be filled out. My doctor wrote many letters informing them of my condition as well. If your wife's doctor will do the same, that's her ace in the hole.
Document everything you can think of before the app't and have it ready! These guys fight 'mean'. Remember too that your wife's coverage was paid for in full and on time. She deserves every penny they pay her...and more!
Good luck! Pease let us know how it went.