AUSTIN, TEXAS -- I have always had the worst experience with Blue Cross Blue Shield. I just talked to a man and he literally laughed in my face and was no help. I was trying to see if something was covered and he was no help. He just said, "I can't do that for you, you have to talk to the doctor to see how much it will be. I can't find that information out for you." I don't appreciate the lack of connection between the doctors and the insurance, it's like they don't even work together. It is so frustrating when trying to figure out if you can afford to pay for something when you aren't given the price it will cost. This makes no sense at all. I just want to see how much it will cost and if it is covered. How hard can that be and why does it take forever.
PROVIDENCE, RHODE ISLAND -- When I got hired at my current job, I was pleased to find out that Blue Cross Blue Shield of Rhode Island allows girlfriends/boyfriends/common law spouses to receive healthcare coverage through someone else. My girlfriend has been without insurance for far too long, and this looked like the perfect opportunity to finally get her some. And she needs it, too-- she's got varying medical conditions that are far too expensive to be paid for without insurance. Nothing life threatening, mind you-- but they're conditions nonetheless.
When a year passes, that's when you're allowed to put a spouse/significant other on your insurance as a "domestic partner." Great. BCBSRI mailed me a list of documents they'd need to prove that we weren't trying to screw them over (as an aside, this took nearly a month to arrive in my mailbox, despite the fact that they're about 4 miles from my house). The list had 6 or 8 items on it, only two of which were required for proof. No problem. I picked the "prove you've been living together for over a year" and "get a notarized relationship agreement" options.
I mailed them a copy of my lease (that she and I are both listed on) as well as a document I wrote up and had notarized, stating that we've been in relationship for the past 36 months. Everything is going fine, and my girlfriend will have insurance within a week or two. Or so I thought. Two weeks went by and I didn't hear a peep from BCBSRI. I finally realized that something probably got messed up, so I called.
They informed me that her coverage was denied. When I asked why, I was told it was because I "didn't supply the sufficient documentation," which, as you know by reading this, is untrue. So I asked what I should do, and they told me to send it all again. So I did. I call them again, explaining my whole story. I'm now told that what I mailed them wasn't enough. They need something like a joint checking account or joint ownership of a vehicle. I told them that was insane, because the paper I have says "Here's 8 options, PICK TWO." And that's exactly what I did. They ask me to send the stuff again. So I did.
Another week goes by with no notice from them whatsoever, so I call again. This time, the story is different: They claimed that they never got the notarized agreement, but they did have the lease. This is false. They were mailed in the same envelope, so unless some employee lost the paper (which is my guess), they have both documents. The guy asks me if I can fax over the contract again. Once I do that, he'll put in a request to get everything done quickly and he'll be in touch. I faxed over the agreement and never heard from him again.
Yesterday, I called again after I got a letter saying that she was denied coverage. The reason for her denial was that (you guessed it) I provided insufficient documentation. Again, this is entirely untrue. I spoke with a customer service representative and explained the situation for the billionth time, and he said that he'd put a note on it marked "urgent" and he'd call me back in the morning (today). I never got that call. About an hour ago I called again and really gave the guy a hard time-- I need this fixed not now, not yesterday, but THREE MONTHS AGO.
"Immediately" doesn't begin to describe how quickly this needs to be done. He said he has no say in the matter, which is true, but he'd put another note on it to get it expedited. He informed me that since she was denied coverage (the reason doesn't matter), I might have to file an appeals claim that could take up to a month to be resolved. I explained to him that an appeal was absolutely not even close to a viable option, and that this has to be fixed NOW. We don't have another month to sit around and wait. He says he's going to have someone call me in the morning, but I refuse to believe that.
The long and short of it is this: BCBSRI is an abysmal company, full of people who A) have minimal-to-no-intelligence, and B) apparently never, ever speak to one another. What they're doing (and continue to do) to my girlfriend and I is unacceptable, and you can bet if I had another insurance option, I'd leave them in a heartbeat.
CHARLESTON, TENNESSEE -- Over two years ago I started having severe headaches every time I went to bed. Multiple doctor visits resulted in MRI, neurologist visit, physical therapy, and several medications. Nothing made any difference. By the middle of 2017 the occurrences increased in intensity. By now, I'm not able to sleep except between the attacks that came about every 90 minutes.
Finally, in December 2017 I found a description on Mayo Clinic's website that described in complete detail what I was experiencing. I immediately made an appointment with my doctor and he offered "an experiment." He sent me home with an oxygen machine to use while I slept. Mayo Clinic's website confirmed that the attacks I was experiencing were treatable with oxygen. After a three night trial, all my attacks stopped, I slept, I felt normal for the first time in over two years. I went back to tell my doctor and he told me to keep the machine until he could contact my insurance and order the machine for me.
What arrived was an oxygen tank that would only last 12-13 hours. I immediately knew that would not work. But because that was all that I was told my insurance would pay for, I tried it. Here is the result: I would go to sleep, and a cluster would wake me up. I would grab the oxygen line and turn on the machine. When it subsided, I would turn it off to save oxygen. Try to go to sleep, wake up again, turn it on, turn it off... Since the pain had already taken hold, I was never able to get complete relief because clusters will cause migraines. So for four days, I had migraines during the day, and the repeated cluster attacks at night.
I called BCBS to find out why I was rejected for a machine that would run all night. The woman on the phone told me she was "writing all this down." The next day I went back to my doctor to discuss options. He told me he would "investigate, and contact BCBS and let me know." The next day the oxygen company (Lincare) called and said they were bringing out another full machine to replace the empty one.
The very next day, LINCARE called and said, "BCBS has denied paying for a machine for you and an oxygen tank. We will be coming to take it back." After the call, I called BCBS to make an appeal and gave a detailed history to Michael (who was very patient and sympathetic). He told me he would submit it as an expedited appeal and I would get an answer in 72 hours. When I hung up, I had a good cry from all the frustration and confusion and also quite a bit of hatred for an insurance person that will deny a request based on a form.
In about an hour, BCBS called me back. They said they were reviewing my appeal, but needed my doctor's number. (WHAT?). So I gave it to her. Then, in a few minutes, she called me back and said, "Your expedited appeal has been changed to 'regular processing' because we could not reach your doctor."
Every medical prescription I have tried to fill with BCBS has been denied and I've had to appeal to get it covered. Overall, I am a healthy person and I've resorted to natural medication to replace the prescriptions. This, however, has me over a barrel. If I can't sleep, or rest, or function normally pretty soon the medical profession by the stupidity of BCBS will have me on multiple medications to get me what they will call "medically necessary." May God do to them and more also as they have done to me.
ATLANTA, GA -- I have had Aetna, MetLife, UnitedHealth Group, and Blue Cross, and Blue Cross is BY FAR THE WORST insurance company I have ever had to interact with. Everything they do is inefficient and terrible. Every time I call the wait is over an hour, only to be transferred or connect somewhere else, that also has an hour long wait. THIS IS A TERRIBLE USE OF CUSTOMER'S TIME AND LEAVES A MOUNTAIN OF UNRESOLVED ISSUES. If the company were efficient in the first place, I wouldn't have to waste my time calling.
Let me start from the beginning. I have time, because I am on yet another hold with BCBS that is predicted to be over an hour. I signed up for BCBS as an independent business owner, I pay out of pocket for all of my insurance coverage. It took them 3+ weeks to approve me for enrollment, even after I had sent over documentation from Aetna saying that my plan with them was no longer available and had been terminated. Finally, I found out I was approved, not by an email or arrival of an ID card, but because my account was charged $247 without a word.
During the process of trying to get approved for enrollment, having site login issues, etc., I would call BCBS and have a wait time of over an hour every single time. I reached someone and she offered to connect me to someone else, when she transferred me over, after already waiting over an hour, the wait time to talk to another associate was an hour. Basically BCBS asking me to spend two hours of my time WAITING without any resolution, only to maybe have to be transferred to another associate with more wait time.
After I was charged, I tried to avoid at all costs calling again because the whole process was just so incredibly inefficient. Lo and behold, here we are a month later, and I still have no ID card, no proof of insurance, no website login, and a bill lying on my desk. I tried to log in to pay the bill and it says I don't exist in their system (tried via email, member ID number that is listed on the bill, and social security number).
So currently, I have a $247 charge, another bill, and apparently no insurance. And am currently 15 minutes deep into what promises to be an hour long wait to speak to anyone at the company. You can't get a customer service email without successfully logging into the site, so I am forced to call.
I don't understand. Do you have 4 people working in the whole company? That's the only way that I could imagine would be an excuse for how inefficient and terrible your processes are. I would never recommend BCBS to ANYONE who can avoid it. If changing insurances weren't so troublesome, I would cancel this so fast. If anyone ever asked me about BCBS, I will send them running in the other direction. My fiance also has BCBS and has had the same issues, with hr long wait times for calls and unresolved issues. THIS COMPANY IS TERRIBLE. UHG and Aetna are 1000000 x better. Please heed my advice, and go elsewhere.
DENVER, COLORADO -- I had a total knee replacement three weeks ago. The insurance company would only cover 7 days of pain medication of one of my medications and they would not cover the other one at all. How do you recover from a surgery where they saw off parts of three bones and then hammer in an appliance onto two bones? This is cruel. I get the opioid epidemic, but please major surgery? I have taken ** and ** as much as possible, but I don't want to damage my kidneys and Liver. No compassion only profits should be their motto.
TEXAS -- I have been a customer for several years. I knew I was paying too much for poor coverage, but I didn't want to bother with finding a new provider. After my oldest daughter secured her own insurance, I tried to remove her from my policy. Unfortunately, BCBS wanted me to pay to have her removed. I am done with BCBS. They have never helped me or my family. I can't even afford to go to the doctor.
KANSAS CITY, MISSOURI -- Beware of Blue Cross & Shield hidden charges high deductible, so outrageous. It's ridiculous just go to see $100, out of pocket. Then Blue Cross will say "that's not in the coverage plan. You will have to pay extra." What is in Blue Cross plan - to take your money, don't pay the medical coverage, leave you with big expenses that will take you forever to pay the medcial expenses off. Some insurance Blue Cross is leaving you with medical expenses so Blue Cross can save money. All Blue Cross is is a bunch of money hungry vultures who will clean out your savings.
KANSAS CITY, MISSOURI -- I went to the doctors 3 times. I paid my $40 co-pay 3 times in a row. I get one bill for $158. Another bill for $105, $263 that blue cross did not pay, which blue cross did bother to tell me that this was not covered. Blue cross is only paying 20% of your medical bills. Then blue cross raise my insurance of me 2 times in a row. Blue cross CEOs salaries alone $200000 a year. Blue cross will not tell you about deductible and the co-pay just go to the doctors' offices.
If your doctor's bill is $300, Blue cross will only pay $50. Then you got to pay $250 out of your own pocket. Why? Blue cross only pays a little bit of money, then you got to pay the rest out of pocket. Blue cross is nothing but a bunch of money hungry vultures draw your life savings.
TULSA, OKLAHOMA -- This is happening EVERYWHERE. Blue Cross and Blue Shield deny benefits to people who pay in good faith when they know that the cost of the litigation + the time spent waiting = dead patient before payout. RUNAWAY CORPORATE GREED! THEIR BLOOD IS ON YOUR HANDS BCBS.
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, though 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.