ATLANTA, GA -- I have had Aetna, MetLife, UnitedHealth Group, and Blue Cross, and Blue Cross is BY FAR THE WORST insurance company I have ever had to interact with. Everything they do is inefficient and terrible. Every time I call the wait is over an hour, only to be transferred or connect somewhere else, that also has an hour long wait. THIS IS A TERRIBLE USE OF CUSTOMER'S TIME AND LEAVES A MOUNTAIN OF UNRESOLVED ISSUES. If the company were efficient in the first place, I wouldn't have to waste my time calling.
Let me start from the beginning. I have time, because I am on yet another hold with BCBS that is predicted to be over an hour. I signed up for BCBS as an independent business owner, I pay out of pocket for all of my insurance coverage. It took them 3+ weeks to approve me for enrollment, even after I had sent over documentation from Aetna saying that my plan with them was no longer available and had been terminated. Finally, I found out I was approved, not by an email or arrival of an ID card, but because my account was charged $247 without a word.
During the process of trying to get approved for enrollment, having site login issues, etc., I would call BCBS and have a wait time of over an hour every single time. I reached someone and she offered to connect me to someone else, when she transferred me over, after already waiting over an hour, the wait time to talk to another associate was an hour. Basically BCBS asking me to spend two hours of my time WAITING without any resolution, only to maybe have to be transferred to another associate with more wait time.
After I was charged, I tried to avoid at all costs calling again because the whole process was just so incredibly inefficient. Lo and behold, here we are a month later, and I still have no ID card, no proof of insurance, no website login, and a bill lying on my desk. I tried to log in to pay the bill and it says I don't exist in their system (tried via email, member ID number that is listed on the bill, and social security number).
So currently, I have a $247 charge, another bill, and apparently no insurance. And am currently 15 minutes deep into what promises to be an hour long wait to speak to anyone at the company. You can't get a customer service email without successfully logging into the site, so I am forced to call.
I don't understand. Do you have 4 people working in the whole company? That's the only way that I could imagine would be an excuse for how inefficient and terrible your processes are. I would never recommend BCBS to ANYONE who can avoid it. If changing insurances weren't so troublesome, I would cancel this so fast. If anyone ever asked me about BCBS, I will send them running in the other direction. My fiance also has BCBS and has had the same issues, with hr long wait times for calls and unresolved issues. THIS COMPANY IS TERRIBLE. UHG and Aetna are 1000000 x better. Please heed my advice, and go elsewhere.
NJ -- I am a teacher, and the school where I was offered a job was enrolling its new employees in a plan with AETNA in an HRA as of 01/01/2017. I was used to having BCBS, but I was paying $347 a month in addition to a $50 co-pay to see a neurologist or any specialist. This was in addition to paying $15 for my medications monthly, which cost roughly $75 a month altogether. Keeping this plan was no longer a viable option.
I found the form for termination of coverage online. I filled it out, scanned it, and sent it in. I received an email stating the file was "completed and closed", thinking that my coverage had been terminated. I then received a bill in the mail asking for two premium payments in the amount of $347 each, which is what I'd been paying for all of 2016. One for January and one for February. I decided to call these people and settle this.
After being hung up on, told I was wrong, and should have "followed directions" (the only directions stated I had to either fax or e-mail the form to them, which they denied having) I was told to "call the Marketplace and terminate your coverage." I had the sent email AND form directly in front of me.
I called the Marketplace and dealing with them was much easier than dealing with these fools. You can barely understand them when you call for any type of assistance. All they know how to say is "I apologize", "Would you like me to transfer you to an escalation specialist?, or "This issue is not for my department. I will transfer you to such and such department." They are not receiving a premium payment for services I did not use in 2017.
ATLANTA, GEORGIA -- Worst ever. I went from paying $70 a month to $595 a month with no warning or given reason, for someone who works minimum wage, full-time job that's your whole paycheck biweekly. Then it was trying to receive my 1095-A form that was supposed to be sent to me the first of the year by law. I called the number on the back only to speak to a computer, finally when I somehow was able to speak to a real person I was transferred 20 times.
I called the Marketplace asking for help and spoke briefly to a gentleman named Michael who spoke over me and didn't care to help me. He hung up on me 5 times. Finally I spoke to a woman named Ashton who also spoke over me and hung up on me 3 times. They don't care about their customers. They only care about the money.
ORLANDO, FLORIDA -- I never write a review but by far this has been the worst and has actually encouraged me to leave one about them. They do not care about the customers. They leave you on hold for over long periods of time, once one of the reps forgot to put me on hold and I heard her talk rudely about me because I was complaining about my policy. I really dislike this company and I will not recommend them to anyone.
GRAND RAPIDS, MICHIGAN -- My employer assigned my family to blue cross/blue shield recently after being with another provider for 15 years. We had dropped blue cross/blue shield 15 years ago because of extreme incompetence in their billing and customer service. I had suffered a back injury that required a lot of procedures and rehab 15 years ago. Blue cross/blue shield couldn't process the bills that my approved doctors submitted and failed to enter the right billing codes, etc..., then proceeded to send the bills directly for me. Then came the late notices.
Meanwhile, myself and the doctors worked to get it straightened out and the next thing that came in the mail were notices from Blue Cross/blue shield indicating the bills would be forwarded to a collection agency. That did it for me. The stress of dealing with this POS company was a negative factor in my healing process. It took about a year to straighten things out with these idiots, the whole time it took for my back to heal. I think I would have healed faster if it wasn't for BCBS. Now, though no choice of my own, we are assigned again by my employer to this so-called health care provider.
Earlier today I went to their website to register my new health card and set up an online account. Their site would not allow me to complete the registration so I called their toll free number. That's when the flashbacks of 15 years ago began. After going through their pathetically long menu, waiting and waiting and waiting, I talked to somebody for a few minutes, mostly answering inept questions and waiting, to find out she couldn't do anything. So she sends me off to somebody else. Same thing. After the 4th person, I finally got registered. The main problem was their system had a totally different Id # than what is on my Id card. Figure that out.
I then had a few questions about my coverage. She couldn't find the answers and transferred me to someone else. Same thing, so she gave me a phone number to call. I called it and after talking to 2 more people I was transferred back to the same people who gave me the phone #. The next person couldn't help me and suggested the phone # I had already been given and tried. I told her that phone number was not helpful. She then transferred me to somebody else. Same problem.
I hung up, called customer service again and was finally talking to somebody, after much difficulty, who dug in a little deeper and found the simple answers I needed about the copay required for x-rays and MRI's, lab work, and surgical procedures. Nothing difficult. After all, they are a "healthcare" company, aren't they? Hardly. They're no more than a profiteering company with the word healthcare in their name. They are an incompetent organization that should be involved in something else than healthcare.
ATLANTA, GEORGIA -- I was admitted into the hospital. When I came out and go to get medicine I am told I don't have any medical coverage. When I call BCBS they said my policy was terminated and date given was right before the hospital stay. Why was it cancelled? "Oh probably some error". Will you reactivate? "Yes".
A week later go to pick up medicine, no coverage, call the state office, "You don't have any coverage and we are not taking any payments from you. You have not had any coverage with BCBS since last year." At that point I realized what type of ignorance I was dealing with so I called my human resource dept to let them handle it which they did. But one woman tried to help me so if you have to speak to someone at BCBS ask for Josie, she was the best. But even she couldn't deal with BCBS State office. They don't care what they tell you. I cancelled my insurance and moved on. Won't deal with them anymore.
OKLAHOMA -- Bought the Highest Medical and Dental plan offered on Healthcare.gov and paid $400 (I'm unemployed). First there was nothing to say that you would be paper billed after giving all of your info and it seeming like your payment would just be taken. Got a letter stating the bill was never paid (mentioning both plans), frustrated... I called and was willing to give them my bank statement to show I had paid. Never mentioned that they were only missing the $22 dental portion the whole conversation. They said "yes", they received it.
Next month, made a payment, it was $44 more. Asked why, they said it was dental and that we never paid... Ok, paid the 2 months after complaining we had called, why did they not tell us. Bill from dental cleaning comes back unpaid and Dental cancelled for non-payment. Nothing they could do, we did not pay for 30 days. Nothing you could do????? You could have told me the first call I made about the lousy $22... Really???? Seems like an all out scam.
Now I am going to pay out of pocket for an exam that should have been free... and an amount, that after paying a total of over $800, unemployed, is impossible. Not only that, but they cannot re-instate me and I have to wait until Nov. 1st to re-apply for benefits. This is not OBAMA people, this is INSURANCE companies. Don't think they are not finding ways to be more profitable. I am sure you will have to fight tooth and nail for every claim with these guys. There are places here in OK that will take Blue Cross Blue Shield, but not from OK. Blue Cross should shut down this section of business.
NATION WIDE -- I am currently employed Department of Justice and 65 years old. My health Insurer is Blue Cross Blue Shield. BCBS wants me to fill a form stating that they are the only insurer and I do not have Medicare part A or B. To speed up the process, I asked if I can fill the form online or, they can send me the form and I can fill it and fax it to them. None of the request is available.
Now my question to all people over 65, I am paying the premium the same as the rest of the employees in my office. Why do I have to do this, is it because I am 65? BCBS said that's why. I think this is age discrimination. Any employee younger then 65 don't have to fill any form.
We all pay the same premium. So why is BCBS trying to prove, saving money, or trying to create miserable time for senior. If BCBS is trying to save money for not be listed as the first insurer, I understand it. But the burden should fall on them, but not the policy holder. I would love to talk to any lawyer who is willing to file a law suit against BCBS, and I think there will be many other seniors like me.
NEW MEXICO -- Customer Service at BCBS of NM is nothing but a wall of obstruction to keep customers from being serviced. After numerous calls, hours on the phone, and 6 weeks of having to repeat my story over and over, each time to a different person, when the call center representative (that's all they are) says to me, "I *am* trying to help you," or "You can believe me," I now challenge them with, "I will believe you on one condition: Give me a direct number so I can call you back and continue to work with you directly." Of course, they can't. It's a call center.
They're all working off a huge switchboard. No one has a "phone" -- they're outfitted with headsets & have no control over what calls go where. As soon as they get off the phone with you, another caller is passed along to them on their headsets. There is no follow-up. There is no real concern with helping customers. Needless to say, I am still waiting for my issue to be resolved, and in the meantime I am being denied health insurance coverage I was paying for, up until this month when BCBS took it upon themselves to *return my money and cancel my coverage.*
Every time I call they have a different reason for the screw-up. They are good at rationalization, but as bad as can be on resolution. You, Blue Cross Blue Shield of New Mexico customer, are at their mercy, and they have NONE.
PROVIDENCE, RHODE ISLAND -- When I got hired at my current job, I was pleased to find out that Blue Cross Blue Shield of Rhode Island allows girlfriends/boyfriends/common law spouses to receive healthcare coverage through someone else. My girlfriend has been without insurance for far too long, and this looked like the perfect opportunity to finally get her some. And she needs it, too-- she's got varying medical conditions that are far too expensive to be paid for without insurance. Nothing life threatening, mind you-- but they're conditions nonetheless.
When a year passes, that's when you're allowed to put a spouse/significant other on your insurance as a "domestic partner." Great. BCBSRI mailed me a list of documents they'd need to prove that we weren't trying to screw them over (as an aside, this took nearly a month to arrive in my mailbox, despite the fact that they're about 4 miles from my house). The list had 6 or 8 items on it, only two of which were required for proof. No problem. I picked the "prove you've been living together for over a year" and "get a notarized relationship agreement" options.
I mailed them a copy of my lease (that she and I are both listed on) as well as a document I wrote up and had notarized, stating that we've been in relationship for the past 36 months. Everything is going fine, and my girlfriend will have insurance within a week or two. Or so I thought. Two weeks went by and I didn't hear a peep from BCBSRI. I finally realized that something probably got messed up, so I called.
They informed me that her coverage was denied. When I asked why, I was told it was because I "didn't supply the sufficient documentation," which, as you know by reading this, is untrue. So I asked what I should do, and they told me to send it all again. So I did. I call them again, explaining my whole story. I'm now told that what I mailed them wasn't enough. They need something like a joint checking account or joint ownership of a vehicle. I told them that was insane, because the paper I have says "Here's 8 options, PICK TWO." And that's exactly what I did. They ask me to send the stuff again. So I did.
Another week goes by with no notice from them whatsoever, so I call again. This time, the story is different: They claimed that they never got the notarized agreement, but they did have the lease. This is false. They were mailed in the same envelope, so unless some employee lost the paper (which is my guess), they have both documents. The guy asks me if I can fax over the contract again. Once I do that, he'll put in a request to get everything done quickly and he'll be in touch. I faxed over the agreement and never heard from him again.
Yesterday, I called again after I got a letter saying that she was denied coverage. The reason for her denial was that (you guessed it) I provided insufficient documentation. Again, this is entirely untrue. I spoke with a customer service representative and explained the situation for the billionth time, and he said that he'd put a note on it marked "urgent" and he'd call me back in the morning (today). I never got that call. About an hour ago I called again and really gave the guy a hard time-- I need this fixed not now, not yesterday, but THREE MONTHS AGO.
"Immediately" doesn't begin to describe how quickly this needs to be done. He said he has no say in the matter, which is true, but he'd put another note on it to get it expedited. He informed me that since she was denied coverage (the reason doesn't matter), I might have to file an appeals claim that could take up to a month to be resolved. I explained to him that an appeal was absolutely not even close to a viable option, and that this has to be fixed NOW. We don't have another month to sit around and wait. He says he's going to have someone call me in the morning, but I refuse to believe that.
The long and short of it is this: BCBSRI is an abysmal company, full of people who A) have minimal-to-no-intelligence, and B) apparently never, ever speak to one another. What they're doing (and continue to do) to my girlfriend and I is unacceptable, and you can bet if I had another insurance option, I'd leave them in a heartbeat.