Evercare by United Healthcare/Secure Horizons Complaint - Make that "NEVERCARE"!
APPLE VALLEY, CALIFORNIA -- After being told that my mom who has Alzheimer's would have NO premiums (turned out to be a lie as we got a payment book shortly thereafter) and very low co-payments on her meds, etc., and being promised that this company provided much better hospitalization coverage, I agreed to switch my mom from her previous healthcare. First off, they couldn't get the effective date correct. She signed the paperwork in January 09, and we were told it would be effective March 09. Then the sales representative called me back to say that was a mistake and it would be in effect February 09. Went to get RXs filled in Feb and was told she was still under her old plan, but the co-pays did not match what she had previously been paying. Spent over an hour on the phone with these people, who said her insurance wasn't in effect until March 09. OK, so paid the higher co-pays on her meds.
Waited until March 1 to get an RX filled for her dental appt, and was told it was not covered. Called back to Customer Service on Monday and was told that she was good to go for dentist and RXs (after being switched around the country and talking to at least 6 or 7 reps). My husband called from the dentist's office, livid, because they could not confirm her eligibility. Oh, and on March 1 we were told that her eligibility was to EXPIRE with NEVERCARE on Feb 29, 09 - THERE WAS NO FEB 29, 09! And why would it expire if it is a new account that had never been in effect yet? My husband tried calling and was told that there were multiple computer screens that had different data in them. Also, they lost the power of attorney that we gave them when we applied for this coverage. Had to send it again - who knows if they have it this time or not.
Then, when I went to get another of her meds refilled, I was told that the co-pay was $122.77 - that for a medicine we had only been paying $3.20 on before. So basically, I am convinced that the sales representative knew absolutely nothing about what she was selling or else was just flat out misrepresenting her product. Either way it is inexcusable to treat seniors with limited incomes like this! I have now switched her to CAREMORE (as fast as I could) and am praying that goes smoother, but still have to live the rest of this month with NEVERCARE and am not sure if they will cover anything at all or not. I am pretty sure they have NEVER paid a claim on ANYTHING for ANYONE before - that is how it sounds when I am trying to deal with this company. Thought Secure Horizons had a decent reputation, but I guess not this part of the company!
Terrible! Terrible! Terrible! Oh, and I can't even e-mail customer service via the web site - no e-mail address is listed! They can rot in you-know-where before I pay any premiums on this garbage! Don't believe their lies!