I received a 900 word email this week from Stellaluna, (Heck, if you’re going to use an alias, it might as well be something other than Jane!)
To put that in perspective, these Tips are always < 200 words and trust me, happy customers don’t sit at the keyboard that long!
Stella’s daughter is away at college and regularly needs infusion therapy (Remicade) for Crohn’s disease. The ‘fun’ started when, after a decade long run with one insurer, Stella’s employer switched carriers October 1st.
The old insurer used a contracted specialty pharmacy who would send a nurse to administer the therapy. That provider isn’t in the new insurer’s network.
Simple enough. Call Member Services and find out the protocol of the new insurer.
And so began Stella’s three week run-around. I’ll spare you the details.
Hint: when the Customer Service rep speaks broken English, is in the Philippines and there’s a rooster crowing in the background, maybe you should just hang up and contact me.
A correctly placed call to the new insurer’s Nurse Line resolved the matter in 24 hours.
Care to share your ‘favorite’ experience?
Cock A Doodle-Doo! (190)
