Hello ladytiger: I'd like to compliment you on your determination! I think the insurance industry can be especially brutal. Years ago, I worked as a rehab specialist working with persons who had sustained work-related injuries. I had allot of contact with the insurers. A few of them were cordial. But mostly they were just downright mean. And if you were new, they'd eat you for lunch. You didn't even have to tell them you were new. They could smell it! As time went on, I gradually figured out what I was doing, although I never did become very good at it (no killer instinct.) Anyway, I just thought I would share that tidbit with you. I wish you all the best in your new position!