I have to wonder if the company might have dropped the insurance coverage in an effort to dimiss him/her as a longstanding ( yes, 13 years ) customer?

With profit the goal they must have some plan to dispose of customers ( yes, 13 years ) that end up costing them more than the average subscriber.

Since the company can't be bothered to work with him/her I doubt seriously the complaint will get much traction at corporate. However, if it does, maybe he/she will stop back with an update.

BillR.