Denial of promised service
MISSOURI -- Several years ago, the rate for my work insurance was skyrocketing due to our small company and several "high risk" employees. So, in order to keep my costs down, I searched for insurance independently. My sales person provided me with several options and a family plan with Anthem BCBS was easily affordable for my self and son. The rate was ~ $250/month, almost what the previous insurance was through my work.
This rate was fine for 1.5 years when my 2nd son was born. Having bought a family plan I had no problems adding him to my insurance. It was either that or pay several thousand in medical bills. Of all the paper work I had to fill out, only 1 line existed about a rate increase, "The change in your policy may effect your rate." My rate almost doubled the following month for the addition of my newborn son. Yes, he cost more by himself that a 37 year old and a 4 year old.
I called to complain about the dramatic increase in my insurance and was then informed that I had not purchased a Family plan, but a group of individual plans. I was also informed that the rate was so high was because newborns cost more to cover than children 1 year and older. This was NOT what I had purchased, having purchased a family plan for myself and children. My sales person backed me up and attempted to help with the situation. We were both informed that after 1 year, the rate would decease back to the original rate.
I complained to the Missouri Department of Insurance, as to me this was clearly a bait and switch situation, being sold 1 thing yet given another. I was informed by them that nothing had been done wrong.
I modified my policy to a higher deductible to lower the monthly rate. 6 months later my rate increased by 25%, why, "To cover expenses". I sucked it up knowing that I was told my rate would go down when my youngest turned 1.
When he turned 1, nothing happened. I called to complain, and was prompty informed that no-one would have ever told me that my rate would go down at any time other than my yearly insurance review. I called my sales person who was told the same thing and me, she remembered the sitation well, only to found out she had been downsized and no longer able to sell BCBS. Also, while all phone calls with the insurance company are supposed to be recorded, they had absolutely no records of any conversations or recording where we were informed about our rate lowering a year later. They had every other phone call recorded though.
Needless to say, the Missouri Attorney General (Chris Kostner) and the Missouri Department of Insurance still find absolutely nothing wrong with the entire situation. I was later promised that my rate should lower at my yearly insurance review in June.
At this point I started shopping around, but not yet changing insurance. In May of this year, I receive a courtesy voice mail stating that new customser service options are available. I later got a phone call from the same phone number only to get hung-up on when I answered the phone. I called back and spoke with a lady who stated that I could merge my childrens accounts into mine at any time, and that there was no record of any phone call where I was informed that my rate would lower at a yearly review.
She completely failed to understand that I NEVER wanted individual plans to begin with, and that I had purchased a family plan on day one. She started asking for names and numbers of the people I talked to, which of course I didn't have immediately at hand. She stated that she could not help me with what had previously happened, but I could fill out the proper forms to get the accounts merge together.
Why am I having to fill out paperwork to correct their changing of my plan against my will? I wanted the ~$2,850 in the rate increase that they had billed be for my 2nd son being added to a family plan.
My solution is to leave Anthem BSBC by the end of the month and go with a new insurance company (United Health) which is offering similar coverage for less than 1/2 the cost.
(Edit: Fixing Typos)