Trouble with accessing Kesimpta - Payer Matrix/Insurance

Hello all, my wife has been on Kesimpta for a little over a year and is now going through the process of renewing this life saving medication for another year ahead. Her work offered a program, framed as helping her financially and advocating for her, called Payer Matrix. We enrolled, and they have been nothing but a hindrance in the process of renewal.

Currently: Novartis’ assistance program does not help anyone with commercial insurance. Her commercial insurance does NOT cover Kesimpta and has denied her coverage. Because she has a PRE AUTH on her file, alongside Kesimpta needs to override that pre auth, with the denial, and the ball lies in payer matrix’s court to simply say she has been denied. They claim they cannot do this and will not help us figure out how to proceed.

It has turned into a full time job of calls and dead end conversations. I guess my questions is: has anyone been stuck in this doom loop and how do you get out of it? She is 3 weeks past needing to take her shot and I’m looking to help in any way move the process along. She has access to ONE emergency dose, which I suppose we are about to tap into. Why is this so hard to do : (