The Worst, Most Incompetent Customer Service Imaginable
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, through 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.