Request for copy of my file

I was denied short term disability,I asked my case manager for a copy of my file and she told me that If you would like to request a copy of your file you need to fax us the request in writing, the file would then be sent to you in the mail. Please note this process can take up to 30 days
Does anyone know if this is true?

Yes they have 30 days. Send in writing and request a full and complete copy of your claim file. Also if a document is not released please include the reason why. You can also send to the privacy officer of the company and your claims manager by email-request read receipt.