How can New York Life get away with not answering my calls?

I had carpal tunnel surgery in May. I have received a total of 124 hours of pay since May 20th. The problem is twofold. The company I work for (Honeywell Intl) was giving New York Life a VERY outdated job description done by a 3rd party many years ago. I then wrote my own job description for my appeal. Instead of filling out the detailed job description that New York Life sent to my employer they told New York Life to just use mine because it was more accurate. I was told by my case manager that she should be able to get me approved through at least mid July and possibly August 1st, which is when I go back to see my surgeon. My surgeon refuses to release me before that date, because my job is very physical and very fast paced. I found out this morning that my claim was only approved through June 18th. I have been trying all morning to get in touch with someone at New York Life to find out why and how this decision was reached and after spending over 2 hours on hold I needed to take a break. How is it possible that they can do this? I don’t know what to do or where to turn. I love paycheck to paycheck and this is killing me. If I could be at work, I would be. Who in their right mind wold choose to deal with this insanity?