Cigna-HealthSpring - LesPerks
Customer Service - Complaint
WESTON -- 09/12/2013
This medical-management and Medicare affiliate. company offers many nice amenities, free exercise work-out facility access, transportation to medical-dental appointments and a small monthly allowance for OTC (over-the counter) medications and left-over dollars roll-over each month.. This all sounds good and looks good on an advertisement. This is a good draw for retired and disabled persons living on fixed incomes of just a thousand dollars or less per month. We manage but there's not much left over for extras.
The problem is, mainly with transportation and customer services' ability to resolve an issue. We need transportation to get to and from appointments. No-shows and being late is a consummate problem. Customer service personnel are surly, argumentative. Many, disrespectfully, presume first names when addressing their patrons. They hang-up on you. They make a, relatively, easy encounter stressful.
My daughter, uses a wheel-chair, was refused transportation because she, allegedly, had used up her transport quota.
Our agent was incredulous to explain this mis-information. He made a call to customer service said we would get a call. I got a voice-mail. We returned the call. We left a message with a live person but never heard from this person. Our agent followed-up to see what happened? We told him we were filing a grievance.
On a call to customer service, I recognized her voice and her name but she, totally, denied any knowledge of having tried to contact me. It was her. Go figure. Right? We mailed a grievance around June 2013. One person left a voice-mail, 09/04@9:20 am. Nine days later after (4) return calls to her voice-mail we've received no further response.
OTC? About 8:30 am, 09-11-2013, I was hung-up on (3) times on (3) separate calls by (3) separate clerks before, on the 4th attempt I got a clerk capable and willing to dispense week later I called to inquire, as my meds had not arrived. The insurance clerk gave me a postal tracking number and told me to call my local post office. I did. They told me the package was there and it would be delivered in a few days. About, 08/15/2013, a clerk told me it was their ((Cigna) responsibility to track the order and she did telling me the items were at the post office and would arrive, shortly. I left for vacation from 8/21-8/28.
The meds had not arrived. On, 08 /29 I called again asking for a supervisor. This person apologized for the confusion. My item arrived about, 09/03. I called (Cigna) and, actually, got the same guy who, originally, placed the order. He tried to give me the track number again. I refused telling him that was his job not mine. I suggested that he cancel the order and submit a new order, as the delivery time had surpassed its allotted time. I asked, why, who at Cigna had diverted the original order from UPS to the local post office? And, why, were their personnel instructing clients to track packages?