La Fitness Not Cooperating

I am a member of LA Fitness in Tampa, Fl.  LA Fitness has an agreement with my insurance provider (Preferred One), where I get reimbursed by my insurance provider for part of my monthly bill.  I brought all the paperwork my insurance provider gave me to give them, but they say they don't know anything about it and that their computer system isn't equipped to deal with the necessary info. and that they can only print out a copy of my trips to their gym and that I would have to mail it to my provider.  That's fine with me, but my provider needs to have it sent by them.  I have been dealing with this since September.  So, what is the problem?