SALT LAKE CITY, UTAH -- I just read a published review by someone who defines and expresses my similar negative experiences with AARP Medicare Complete from Secure Horizons, as well as some of the variable claim agencies they use. When I call the main phone number for Secure Horizons, the representatives are inept much of the time, perhaps because their training is minimal and their information is incomplete, outdated, and often incorrect. I have gotten two different answers to the same question.
They give wrong phone numbers to call (I made seven calls one day to get to Optum Health to verify vision coverage and discuss a claim denial). They show deluxe rider coverage but cannot find even one claim. The database they use is not cross-referenced, and they are not even aware that there are a variety of company subsidiaries controlling approvals and claims for Secure Horizons.
This company really needs to find a way to improve their databases and their helpfulness to their customers. By that I mean, take the customer's telephone number, investigate the matter further with a knowledgeable superior, get specific answers to specific questions, and call the customer back with confirmed and accurate information.
I applied for AARP Medi-gap to pay a premium of $260/month. My mom had some therapy done and 3 months later after getting the bill, AARP comes back denying the claim. They say they determine it was a pre-existing condition; meaning the first 3 months of the plan they will not cover. OK I'll be willing to give them that. The second half of my mom's treatment is purely cost of meds (Medicare part D) so AARP knows it doesn't have to do that.
Later my mom has some simple blood tests done and Medicare only pays $20+ and AARP is supposed to pay the rest. They denied the claim. Zero. Three months of paying $260/month and they wouldn't even pay $90: taking your money and going out of their way to avoid giving any coverage no matter how small.
SALT LAKE CITY, UTAH -- I am in the medical field and do all the medical billing for a very busy surgical and therapy center. AARP Medicare complete "CLAIMS" to follow all Medicare guidelines, yet there is not one claim that they process correctly. They do not follow Medicare guidelines. They do not recognize modifiers that Medicare requires on their billing codes. They do not cover the services Medicare covers. And no one in their customer service department nor claims processing department even reads appeals when they are mailed in.
Our facility has no choice but to refuse any patient with this medical plan due to excessive amount of appeals we are having to submit. This plan is NOTHING BUT A JOKE and misleads these people who have no idea how the medical insurance industry works. DO NOT SIGN UP FOR THIS PLAN. Stay on regular Medicare. TRUST ME, they pay your claims and you will NOT have the hassle that members of this plan are going through. Imagine getting therapy, then in the middle of your care, you are cut off because your doctor's office is not getting paid; therefore you will not get the care you need to get better.
Then you call customer service(only to speak to someone out of your country) about medical services provided (in your country) and they read you some script of their computer screen stating "that should have been paid, we will reprocess it", THEN DENY THE CLAIM AGAIN FOR THE SAME REASON THEY DID INITIALLY 3 months later... DO NOT SIGN UP FOR THIS PLAN. If it a nightmare for your doctor, then it will definitely be a nightmare for you someone who does not deal with BIG MEDICAL on a daily basis!!
Secure Horizons cancelled my insurance last March claiming I moved. Well, I did -- exactly 3 blocks! From one rental to another. Always had a PO Box, so no change in mailing address, kept same doctors, pharmacy -- no change of address (needed) with IRS, DMV, Social Security, banks -- any and all manner of potential address change. Could it be I was canceled since for the first time in over 12 years I had an actual medical issue? Could it be I'm now in my 80's and might start costing money after over 20 years with them?
No amount of calling/letters/attempts to explain to somebody would could clear it up. Even an attorney could not reach anybody and every call had to start over. He didn't want to continue charging me for the impossible. Meanwhile I'm stuck with NO Medicare Part D, have to make co-pays, etc. They are one bad, bad, dishonest organization. Avoid them at all costs -- or you'll have costs eventually!
I purchased a supplement from United Health Care through AARP. I asked if they covered deductibles and was told yes. They record everything that is said when filing out your application on the phone but, they will not go and check recording and hear what I was told. I took out this plan because I was told they would pay the 20% that Medicare didn't pay and with the plan I was taking the deductibles also. When I inquired about this when claims were submitted they told me that I was not told this. If I was then the salesperson need to be retrained, which I agree. I plan on changing to another company.
On July 30th I finally received a "PROVIDER MANUAL'. Only seven months into my contract year!!! I had occasion to call "AARP medicare complete" in February of this year and was told by a supervisor that my co-pay would be waived for a medically necessary Cardio rehabilitation. After my 12 weeks of the cardio rehab program I was billed for over $600.00.
When I called AARP medicare complete customer service I was told by another supervisor that CO-PAYS are almost never waived and AARP was not responsible for any misinformation given by customer service. I will be looking to change Insurance this year. I would strongly suggest that any approvals given by any Medicare supplement insurers customer be in WRITING.
I never thought I would look forward to turning 65. But when I get Medicare I can wave goodbye to AARP United Health Care. $300 a month for the worst insurance on earth. They don't even cover a mammogram! They don't cover office visits and the office visits you pay for do not apply toward the deductible. An organization such as AARP that claims to have seniors' best interests at heart should be ashamed. But the executives who manage these companies don't know the meaning of morality.
What choice do I have? If I got cancer or a stroke or heart attack I could lose my house and every dime of savings. I have to have insurance and this is what is available to me. How pathetic that these people have to make their inflated salaries by taking advantage of others.
KINGWOOD, TEXAS -- Listen to me! Do not sign up with this company. Today, only a short example of what we've been through with these people, I called to get the name of an Orthopedist. I looked in their book and called the Dr. listed there. This was their reply: "We are not affiliated with them". Me: "You're in their book". Them: "We don't know how we got in their book". So that prompted me to call Secure Horizons.
First Representative gave me 3 names... All Doctors about 45 minutes away. I called: "We're not affiliated with Secure Horizons". Then I called again speaking to another representative: 3 more Dr's names.... Same response from the Doctors. "We're not affiliated with them!" I called Secure Horizons again: 3 more Dr's. names: Same response from the Doctors: "We are not affiliated with them! We do not know how our name got in their book!"
Now you tell me... What would you do if you had called 9 Doctors and were told the same thing I was told? No one will take Secure Horizons!! This is a travesty. To treat seniors like this is way beyond the bounds of decency. What is the matter with these people? AARP has got to know that this company they rave about is no good. Or, do they? I think they need to know if they don't. DO NOT FALL FOR THIS. It's too late for us; we're locked in for a year. I have to go around with displaced thumb because I can't find a Dr. who accepts Secure Horizons even though the Doctor's name is in the SH book.
PO BOX 29675 HOT SPRINGS, ARKANSAS -- On or about 15 December 2008, I enrolled in the AARP Medicare Complete plan #3 with the High Rider Option. On at at least three occasions since, I have called, talked to customer service and complained that I had not received a payment book or membership identification for the rider coverage. On this date 15 August 2009, my mail contained a payment book with payments starting on 1 January 2009. That's 8 months of no coverage which I have no intention of paying.
I tried to call them at 1 800 950 9355 on multiple occasions only to be told "Sorry but we are experiencing system difficulties, please call back later". I have had it. Did you see the multi-multi million dollars profits this company is racking up in the times of hardship?????
I purchased the deluxe rider for $39.00 per month. I called to see what my eyeglass benefits were and was told I didn't have any. If I would have saved my $39.00 each month I could have afforded a pair of my much need eyeglasses. I will be shopping next open enrollment hoping that the salesperson is completely honest with me.