DURHAM, NORTH CAROLINA -- To make a long story short, they have no customer service. None. You can't get anyone directly. NO ONE. So every single time you have to go through customer service **. I'm now sitting on hold, yet again, because of THEIR mistake. I tried to remove myself from our policy in January, keeping my family members on the policy. Well to say they've screwed it up royally would be a huge understatement. They only "split the policy". Their mistake but they want ME to pay. How's that work?! Their excuse is, "There is no paperwork." Well, that's because your person screwed up. Needless to say, I'm pretty unhappy. So, 22 minutes on hold and the clock keeps ticking.
I keep thinking that Durham is not a bad drive. But if I did go I'd never get through the front door so why bother. Customer service? Not on your life. Pathetic. I've truly, truly never experienced customer service at this level... And I'm including DMV experiences.
CHICAGO, ILLINOIS -- I do not have a pituitary gland. It was removed due to a tumor. I then had radiation when the tumor started growing back. BCBS knows this because they paid for it. I take a lot of meds due to this chronic condition. I made a mistake simple as that. I long hard day and somehow after I took my nightly injection. I placed it in the freezer instead of the fridge. According to BCBS once I receive the meds if anything happens (lost, stolen or ruined), it is my responsibility to replace them at $500.00 dollars. So I have to go almost 2 weeks without meds which will mess me up for close to a month because of their ridiculous rules.
Mistakes happen. Also the entire way their system is set up is a rip-off. My plan says that I have a copay of $30.00 for specialty drugs but the vial only lasts 25 days and they make me pay the extra 3 vials per year because of the way the vials are measured. That isn't my fault. My plan has me paying for $30 for a 30 supply. Hours and hours on hold and nothing but the runaround and in the end. Go call the insurance commissioner. I can give you the number if you like. WOW!
ROCHESTER NY, NEW YORK -- I changed from one company that I was totally happy with because of the premium increase. Through The Affordable Health Care Act (ObamaCare) I met with a navigator who assigned me to Blue Cross/Blue Shield. It has been nothing but a nightmare so far. They refused to pay for my mammogram because I require an ultrasound after the mammogram, now they are refusing to approve my migraine headache medication that I have been taking forever via my Neurologist and previous health care provider.
Money is everything with these people. They are trying to substitute the pills with pills that cause tinnitus, which is a condition I already suffer from and also, I found out through research, they give it to dogs with arthritis! They have been rude on the phone and even sent me a letter telling me that I could not have my old med back.
Now I am on Vicodin and nausea drugs and they have to pay out of pocket despite a premium I pay them monthly because they claim I have a "deductible". I do not understand why they will not approve the Naproxen sodium 550mg I was taking because they weren't going to pay for it anyway!
ORLANDO, FLORIDA -- In order to avoid any hidden terms/fee, I called ahead to check if delivery is 100% covered with my plan at my selected hospital and I was told it is 100% covered. Only after more than 10 months when I called to inquire about something else that they told me the service I used 10 months ago was not 100% covered and they are going to reestimate everything + I will have deductible to pay for that.
VERY rude and unprofessional customer associate. They don't even know what is included in my plan and every time I call, they will give me a different answers/terms. Very frustrated and disappointed. It's just useless to call and talk to those operators that are not informative, they even gave me wrong information about my plan which ended up causing me to pay extra money due to their wrong information.
I even tried to talk to a supervisor and she was like a robot, just kept repeating it's the policy and she couldn't do anything about it. Not even an apology for what her coworkers did wrong and for my loss of time and money due to their misleading information. That supervisor just told me to contact my HR as they are not responsible for that. It was Blue Cross Blue Shield's customer associates who gave me wrong information and I have to pay for their mistakes!! Very angry and frustrated.
STERLING HEIGHTS, MICHIGAN -- Customer service number for Blue Cross is listed on back of card but got nothing but busy signal - found out the # is for an out-of-service cell phone not associated with BC at all. Called many other BC numbers but was told "We're not customer service - just call the # on the back of your card." Finally had someone helpful enough to give me the correct # and asked me to read the number on the back of the card to them - the number didn't show up in their database.
How is it possible that a big, rich company would not periodically check, and call its own numbers to make sure everything is working properly? How could they issue cards with the main contact # incorrect? I'm a new customer, is this a sample of what I'm going to be dealing with at BC?
CALIFORNIA -- My wife was in rehab at calif rehab to learn how to walk, talk and think after being hospitalized for over a month. My wife was doing well, but still need close supervision when out of bed. One night she was left unattended and fell (Friday evening) took them almost 6 hours to take x-rays & get results (they say nothing broken.) The days following my wife is in pain, a lot of pain. That Sunday her doctor, ** saw her, she observed that my wife couldn't lift her legs and was in a lot of pain. The doctor said she would order stronger pain meds and some pain patches.
A day later my wife still hadn't received this pain medicine. On top of it they refused to keep ice on her, I had to purchase our own ice pack so my wife could get some relief. The minute we complained that she wasn't getting the treatment she should due the fall the director called facey and had someone there within an hour stating my wife was fit to be released from rehab. When I called this person representing my wife doctor she told me she witnessed my wife get from bed to a wheel chair and that was all that was needed for her rehab to be complete.
We asked for a doctor to look at her, they refused, we requested a 2nd opinion, they refused. We were told our 2nd opinion was doctors reviewing her records. No doctor saw my wife, or witnessed that she couldn't function in or out of bed. Then 3 pig women from blue cross got on the phone with me and told me there would be someone there every day to make sure my wife was taken care of, and that my wife would receive all the therapy she needed at home. GUESS WHAT, we got nothing. All this time my wife is in so much pain she is crying all day and night. We go to her HMO doctor, he takes x-rays and sees 3 fractures.
Now these pigs at blue cross stated there were no broken bones so she can go home, they told us my wife would just have to work through the pain. Now that they know they did wrong, are they trying to correct things? Nooooo, in fact they are making sure any service my wife should be getting takes as long as they can make it before she receives this service. Trust me you do not want to have Blue cross as your medical provider. All of this is documented, I would love to provide you with all my notes, names, phone numbers and x-rays to prove what I am saying is correct.
There is more, because we complain they are refusing any treatment any doctor puts in for her to have, they have gone so far as trying to say I am abusing my wife. I have done nothing but fight to make sure my wife gets the medical treatment she deserves and everyone will tell you that. Do I get mad? Yes. Do I get in their face? Yes. But they think they have so much power no one can touch them. Trust me they will be touched, everyone that hurt her, left her for dead will pay, god see's all and they will get what they deserve.
ALLEN, TEXAS -- I lost my job and my insurance ends in 3 business days. I was having a difficult time find doctors that were available and accepted my plan so I called Blue Cross to get a list of doctors to call. The lady assisting me went above and beyond! She placed me on hold and called doctors for me and gave me a list of the ones that could see me before my insurance ended! I wasn't expecting that and I wish I had her name because Blue Cross is lucky to have an employee like her representing them!
GEORGIA -- Customer service for Blue Cross and Blue Shield is horrible. They need people to take a class on how to answer the phone and be respectful to a client! Very rude and wanted to talk over me! Very displeased with how one of the representatives helped me. I have been transferred 6 times to the same department and no one can seem to answer a minor question about online bill pay! Come on now it's your job to know and to help people when they need it not be a total ass about it!!!
OHIO -- Moved from Ohio to North Carolina. Called BCBS with address change. Was advised they don't issue policies in North Carolina. Tried several times to get release letter from BCBS so could get coverage from another company. After threat of calling insurance commissioner in Ohio, got letter. Found out after arriving North Carolina BCBS does issue policies in North Carolina.