any time I call to deal with my health insurance, I'm tempted to look up their address to set the place on fire. Mostly kidding, don't call the cops. Or the FBI, they're across state lines.
Too many stories of their total incompetence but suffice it to say, when I call in these days, odds are I know more about my policy than they do.
Two stories just from my recent pregnancy.
1. Needed to order a breast pump. Did it with my first, just needed to get access to the list of in-network pharmacies to be sure I could do exactly what I did before. Person on phone has no idea what I'm talking about. Says I have to call any of 3 phone numbers and order through medical supply centers. I say no, I don't. I just need to know where I go to see in-network. She repeats herself. I say fine, give me numbers.
I google them as she gives them to me, well 2, because she couldn't find the 3rd number (how helpful??) and it's just two different numbers for the same supply center that only provides catheters and ostomy bags. I cut in and tell her what she gave me is incorrect and can I speak to someone with more knowledge. No I cannot, here is another number. I give up and called that number and they are like couldn't the rep tell you where to find the list? Nope. They pointed me to my list and I did exactly what I'd intended to do from the start.
2. Two months later I'm home after having a baby and see I have a nice bill for $300 for a denied breast pump claim. I see red because I know this means I have to take more time to fix another of the insurance company's **** ups. And now I'm tired and all the things.
I call and I'm in a MOOD. So is the rep and she's giving me all sorts of attitude. She says it was denied because the item is "Not strictly for medical use" and I asked her exactly what she thinks I'm using this breast pump for over here. She's quiet, then claims my OB must have submitted the wrong code. I said well considering every time I've interacted with you (insurance), you've screwed something up, I'd like you to check that [insurance] didn't do it wrong. She's pissy and says to contact my OB and refuses to help further. I contacted the pharmacy instead and the person who handles insurance claims there returns my message and is incredulous and laughing saying no, OB submitted right stuff to them (since they do that literally every day, being an OB office) and insurance f'ed it up. She was laughing with me over the denial reason and how wrong my insurance was on something so, so routine. I say yeah, welcome to my life.
This company is trash and I hate them. I've spent so much time of my life trying to fix what they screw up, it's probably worth it to pay more to move to my spouse's just to get my time back.
