Hi SNK - I would definitely appeal - Heath insurance companies often reject these kinds of requests automatically the first time without looking at the circumstances for the individual patient. Their hope is that you will turn tail and go away. If the facility where he is living has offered this as a “perk” of placing your loved one there, it is likely that their administrative staff has experience dealing with this type of problem. If you do find that that you have to hire an outside person, there is a position called Geriatric Care Manager- they advertise themselves as “professional relatives” to manage situations just like this! I am sorry that health care bureaucracy is so ridiculous! Sending support!❤️