I don't know how this "insurance" thing works!

That's not my problem.

"Thanks for calling _______, can I have your name please?"
"Frank."
"Thanks, Frank, can you verify your date of birth?"
"January 1, 1959."
"Thanks, how can I help you today?"

That's a pretty standard way that most calls start out. If they start out any other way, there's likely a problem.

"Well, I went to have a procedure done, and I was told when I got to the doctor that I had to pay them money because I hadn't met my 'deductible'. Why is that?"
"I understand your frustration, and I apologize. Frank, I do show that you actually don't have any amount met toward your deductible. Have you been to the doctor this year?"
"Of course not, I've been healthy as a horse up 'till now! But I've been paying hundreds toward my deductible!"
"... Been paying whom? A doctor?"
"No, it gets taken out of my paycheck every month!"
"Ohhh. Your premiums. Frank, your premiums don't count toward your deductible. That's separate."
"No! I was told when I'm payin' for it outta my check, it's for my insurance, which means it's for this deductible!"
"... Frank, that isn't how insurance works."
"So you're tryin' to tell me that I've been payin' for this insurance for months now and it's absolutely useless and I'm out thousands of dollars now?!"
"It's not useless by any means, Frank, it's just --"
"You sonuvabitch, this is fraud! This is illegal!"
"No, Frank, it's not."

And this is when it stops being my problem.

So, let me get this straight: you were told, by some unknown entity - your employer, your friend, your uninformed in-law, your dog - that all you had to do was have some money taken out of your paycheck every month and boom, your insurance was free and you'd never pay another dime?

That's not how it works. And if you don't listen to me when I try to explain it, then it stops being my problem and starts just plain being your's.