KANSAS CITY, MISSOURI -- Coventry is just terrible! They made our family accept sub par care for our mother. They made us drive to a distant facility for rehab even though the doctors recommended the one she had surgery in. They made us accept a lower level rehab than the doctor recommended. They are ruthless. I will CANCEL the minute she is out of this care. I would cancel now if I could but it takes 30 days. I urge anyone considering Coventry NOT to do it!!! Coventry has been a BIG BIG MISTAKE!!
So, my story is I graduated, and couldn't find a permanent job. I work for the state as a temp but we are not offered health care (at least not until the Fed. Gov. took our state to court... Now it's strongly recommended you don't select it and by all temp companies in the area sort of a requirement of employment if you will). So... I scurried over to the Market Place and applied. I picked out Coventry (I was looking at a BCBS policy but as soon as I did my application it disappeared! Was nowhere to be found).
I go to my old doctor (they tell me they are in-network tier 1). I get a bill, they took off %40 and charged me the rest. I call to inquire, they say they are not in-network. Finally several calls later they said they are tier-2 now? A woman says "oops they made a mistake. We owe you money!" *disconnect* (I'm standing still it's not my reception. I forgot to mention most of those calls I got hung up on by them putting me on hold and randomly disconnecting me. I never yelled, but they are always horribly rude). Sometimes they leave you on hold for near an hour to the point where you hang up.
Anyway, back to the story. I call back excited "The woman I just spoke with told me they owed me money they didn't process the claim properly". The woman says no record of call, no clue what I'm talking about. I ask for a supervisor, she gives me hell to get to one says "it will make no difference". Finally (hour later, the first time they said one was available and hung up) I get to the... supervisor - "we did make a mistake! You were suppose to be charged in full! Tier 2 has a $5000 deducible it's only tier 1 that doesn't." *mouth drops open* "What, what! Stop working on my claim I can't afford more!" *Drops call.
I get a message the claim is back in process again, it will take up to three months - I will be charged the full bill. I get a medicine monthly so I need to see a doctor each month (it took me months and hours on the phone, crying, frustrated to find one in-network); after a few visits I start getting the claims back, they charge $550 per apt and they only paid out $70! Yet I need this doctor, I can't do anything about it!
Now my savings is gone, I'm on payments plans to multiple different health companies before I'm even in my late 20's (Not to mention another giant bill and corporate giant being the student loan holders. My monthly Is over $500 with only $60 hitting the principle the rest is monthly interest). I call back to find a new doctor who is in network... I need to get my annual “stuff” done (I'm a female); they email me a site (fyi this is how I found my first doc was on it then called in to confirm to later find once I received the bill it was a lie).
I've been searching for a month, no doctors in-network will accept our insurance yet they tell me on the phone they must (no you don't get it, they don't accept my insurance because they never pay out claims). I spoke with a representative to get the real deal and she said even if I get my annual, my pap and blood work will all be charged to me (about $500, I cannot afford on top of it all). This is ridiculous! This is preventative care and my annual, I've never heard this before and I've had it done for years.
I can't believe this company… The market place has no other options so I have to stay with them but I'm suffering, I can't even get my annual… They said it was preventative but Coventry doesn't and they've backed me into a corner where I'm scared to even get my annual because they already said on the phone it won't be covered. They give horrible customer service, they yell at you on the phone. If you speak up they punish you!
I have $5 in my bank account for gas for the work week after paying all my bills and I need to give another call to a medical company today to beg them to give me a few more days to make my monthly payment to them. I'm a healthy person, just for an annual and a monthly medicine I've given my savings, every hour I work, and months of stress to. I can't take much more… and yet I don't know what can be done.
There is no one out there to help any of us suffering. We grew up before our time and now we are entering our 50s while still in our 20s in debt, in stress. I work a full-time and a part-time to pay my bills and yet I need another job. I get yelled at if I call Coventry. I don't expect sympathy just a human… would be nice… I don't know what more I can do, or if anything can be done, or if I can take anymore.
ATLANTA, GEORGIA -- "We've cleared the path for you to control your own healthcare" boasts the banner, on Coventry's website. They're also busy clearing the path for you to pay for and PROVIDE your own health care. Eventually, they'll send you a "DIY Surgery Kit" -- you'll do the cutting and suturing - but you'll have to pay THEM, because "hidden costs".
It has always been a painful struggle to get any response via email. They don't cover anything, and phone encounters have been a nauseating 3-ring circus of non-communicative exchanges with incompetent "customer service" representatives.
I signed with Coventry for a child's health care. "Oh, yes - children are our priority" began the mantra. They started early, giving me the one step forward, two steps back treatment. That should have been a red flag. We won't cover A, but if you go to B, they'll refer you to us to cover C, and then you can file for A. But we don't cover A, so file for A and see what happens, 'cause we love paperwork.
The list of "covered" providers. On a list of 20, 17 were no longer accepting Coventry as a carrier. (Golly, wonder why?) Of course Coventry reps wanted to argue with me on this, even after I'd gotten the info directly from the provider. And mysteriously, providers who did accept Coventry coverage -- Coventry didn't have listed. Right hand, left hand - who's minding the store?
Last straw. I called to transfer coverage for my move to another state. "You'll get a call back to confirm that within 2-3 days." Of course I had no call from them. After a week, I called back. No one had any record of that conversation. I was put on a 20 minute hold. I called back. This representative insisted I'd have to wait for paper mail - no one could email me any information - it just wasn't done. They email me junk 3 times a week, but this question couldn't possibly be confirmed via email. I asked to speak with a supervisor and was suddenly, magically disconnected. What a shock.
Coventry provides no response, no straight answers, returned phone calls or any kind of information - EVER. It's been a nightmare trying to find out what, if anything, they cover - and when claims will be processed. The answers: "nothing" and "wait and see". Good riddance to bad rubbish. Coventry is a bad joke. I'll be changing providers as soon as humanly possible.
HENDERSONVILLE, NORTH CAROLINA -- I am enduring my second year with this den of thieves. I had no choice but to enroll with them because this is the only insurance my company offered. The prescriptions they cover are minimal at best. It's almost like you have no prescription coverage at all. Most prescriptions my family has had, was paid out of pocket.
For most of 2014, most doctor visits were denied due to “pre-existing conditions”. The VERY RUDE customer service reps had my wife running in circles trying to get our claims paid. I do not know how many hours my wife spent on the phone but it was substantial.
After speaking with the agency that suckered us into this D-rated company (BBB), I told my wife that we needed to gather up all our medical records for the past 3 years and submit this to Coventry to thwart the pre-existing claim. After running all over town, compiling proof of prior coverage and writing a lengthy cover letter, we submitted the information to Coventry. Sorry… claim(s) denied. I then filed a complaint with the NC Insurance commissioner (2 filed so far). Coventry said that because it was past 120 days from the date of service, they refuse to pay. I was then told to reference page 67 of the (non-coverage) handbook.
In short, this is their M.O. Deny most claims up front. Do not tell the insured what they have to do to get their claims paid and string everything along past the 120-day cutoff. Many people will simply pay to avoid damaging their credit like I had to do and the rest is history. I have paid over $2000+ out of pocket and $9600 (my part) in premiums in the last year.
Coventry apparently feels they have the right to steal my money and so far they have been successful. If my employer offers Coventry as our only choice this year, I will tender my resignation as others in my company have done.
GEORGIA, KENTUCKY -- I went to see an endocrinologist and was prescribed Novolog Insulin Pen. I didn't know this required a pre-authorization. I was told by one person at Coventry that all the doctor had to do was phone in a pre authorization and that's all it took. I could receive it immediately at my Rx. Well, the Rx was trying to fill it by contacting the Dr.'s office and to no avail. I thought I've got to get another Doctor this just isn't gonna work for me. This is a hassle to say the least.
Well, I waited five days to discover the Doctor had faxed a prior authorization and I still am not able to get it filled. I have to contact the Dr.'s office to phone it in as an emergency refill. Folks this is diabetic medication and Coventry One is not what I had bought into. I called the drug manufacturer and got coupons to help me pay for this drug to no avail. If your life and health are hanging in the balance just ask yourself - is this what I need? Ten days of wait time plus the 5 days of wait already.
ATLANTA, GA -- BEWARE!!! The worse health insurance company ever to be established on earth!!! Very unprofessional, unorganized, and disrespectful. They will over-charge for monthly service and take months for a refund. Every time I would call to inquire about my account, they had no recollection of who I was or even what occurred on my account in the past. It took them days to even get my coverage start date correct. They will give you the runaround and eventually hang up on you!
I have never experienced this level of unprofessionalism. Some of the representatives speak as if they have a third grade education. One supervisor claimed he would "expedite my refund and send my money through an electronic wire". I called back the next day, another representative said that process simply doesn't exit! DO NOT SIGN UP WITH COVENTRY ONE! BEWARE!!!
SAINT LOUIS, MISSOURI -- Received letter telling me my current health care plan wouldn't be available..."just call" them at phone number. I called and after waiting on hold for 30 minutes received an agent that said I had to call a different number. I called that number and after 20-30 minutes on hold the call was disconnected. Called back, again another 20-30 minute wait, received an agent who said "We can't do anything. Call a broker or go online."
I said that I wanted someone who could walk me through my options - not an option. Many extremely insincere apologies, but the final answer was they were not going to help me with anything. So much for $600/month for 2 years without a single claim. They got their money, I got no benefit, and now I am S.O.L. Would not have another CoventryOne policy at any price.
SCOTTSDALE, ARIZONA -- I inquired about adding one of our doctors to the "First Health Network". One of them is already contracted and we are adding a new physician to our practice so I called First Health and spoke to Teresita. She doesn't have a very pleasant bedside manner and after telling her what I wanted to do, she told me to write a letter with all of the doctor's information and fax it to her. I hung up and did so right away. Three days later, I get my letter faxed back to me stating "First Health is for Medication, Coventry is for Doctors, go to Aetna.com to become a provider."
There was no name, phone#, or fax# on the fax letterhead but I assume it came from Teresita since she told me to fax the letter directly to her attention. When I spoke to her she asked if we were contracted with Aetna. I told her "yes we are". So this makes no sense but anyway this First Health/Coventry is not important to us. We've probably seen 3 patients in 5 years with First Health so I will just forget about them. Maybe they are big in other states, but not so much in Arizona. I would not recommend them to any physician or patient.
OMAHA, NEBRASKA -- I had accidentally signed up without the tax credit, realized right away and re-signed up. I called and Coventry told me not to worry about it because it corrected in time. Then sent me a bill anyways for over $200 I could not pay, then canceled my policy completely. Now this is going to screw me over getting insurance from somewhere else. You can be sure I will never go through them for anything ever again.