My experiecne with New York Life has been a complete headache

I was out on short term disability due to surgeries on both feet. I received a letter from New York Life indicating that I had 14 days beginning January 6 to submit the revised medical records, and after that it has been a complete headache. New York Life did not honor the 14 days that I was given. Instead, my disability was suspended right on 1/6. During those 14 days I kept calling to learn what was missing, what else was needed, but got no help at all. Since that date, I have left 9 voicemails for my claim manager and not once has he called me back. Every time I get someone live, the first answer I get is that my medical info is missing. As soon as I let them know that I have confirmation the fax went through, then they acknowledge the medical info is in fact in the database. After multiple conversations with many Customer Care individuals, I learned on 2/7 that my claim was denied because my job was considered sedentary and they did not have information to decide otherwise. So, I had my manager resend the document he had already sent (and I have proof) describing my job. Today, I learned from a Customer Care person, that my case was still denied. I asked her to please include the fact that I have left 9 voicemails, etc, in my file and she kept interrupting and defending their actions. I asked her to please let me finish and she said “I could just hang up and close this file, everything was done within guidelines...” She said I was sent a letter on 2/7 but I have not received anything in the mail. The nurse case manager never spoke with me, nor examined me so I don’t understand how it can be decided that I was in condition to work when the medical restrictions were so extensive (feet elevated above hip level, no flexing, icing 20 minutes every hour, no more than 10 minute weight-bearing per hour, I was on surgical shoes, even today I am on a no-drive restriction still, etc.) he nurse case manager never spoke with me, nor examined me so I don’t understand how it can be decided that I was in condition to work when the medical restrictions were so extensive (feet elevated above hip level, no flexing, icing 20 minutes every hour, no more than 10 minute weight-bearing per hour, I was on surgical shoes, even today I am on a no-drive restriction still, etc.) The person I talked to today says my only option now is to file an appeal. Does your team offer service to file appeals with New York Life? At this point, I think I need legal help.