Not Willing To Billing

, , , , , | Healthy | April 29, 2019

(I have medications being filled on a 30-day supply. My insurance company requires me to call every month and verify that I do need the medicine and that my health panel — age, weight, allergies, etc. — is up to date. I made my call earlier this month, letting them know that I would be on vacation when the medications were scheduled to be delivered and asked if they would deliver without requiring a signature. The representative said it was fine and told me that my medicine would arrive while I was gone. I asked my sister to check on the house while I was gone, specifically mentioning the delivery and the rough timeline I was given. When I come home, she tells me that there have been no deliveries. I call my insurance company again.)

Representative #1: “[Insurance], this is [Rep #1] speaking. Can I have your name and policy number, please?”

Me: “Hi, my name is [My Name]; my policy number is [number].”

Representative #1: “Okay, I have your account here. How can I help you?”

Me: “I was supposed to have some medicine delivered, but nothing has arrived.”

Representative #1: “Okay, I see here that we attempted to deliver on [date] but there was no one home to sign.”

Me: “I was told I could opt out of the signature because I was out of town.”

Representative #1: “No.”

Me: “…”

Representative #1: “…”

Me: “Can I get a new delivery scheduled?”

Representative #1: “I can add you on today’s shipment and overnight the medication to you at no additional cost.”

Me: “That’s great!”

Representative #1: “Okay, I just have to verify your info.” *we go through the same questions I answer every month* “Everything looks good. This will go out today for delivery tomorrow, with a signature required.”

Me: “Thank you!”

(The next day, I’m home all day and nothing comes. Since our package deliveries can come as late as nine pm, I’m stuck waiting all day before I can call back. The day after my delivery was to arrive, I call again. I get a different representative.)

Representative #2: “[Insurance], this is [Rep #2] speaking. Name and policy number?”

Me: “[My Name], [policy number].”

Representative #2: “Thank you, [My Name]. How can I help you?”

Me: “I spoke with [Representative #1] two days ago and was told I would have my medications delivered yesterday but nothing came.”

Representative #2: “Oh, I’m sorry about that. I see here that you tried to order [medication] on [date before vacation] and we tried to deliver but there was no one to sign.”

Me: “Yes. And I called again and was told it would be here yesterday.”

Representative #2: “I’m not showing anything like that but we can ship– Oh, wait. There’s a hold on your account for unpaid copays.”

Me: “Unpaid copays? I’ve never received a bill.”

Representative #2: “You should have received… two.”

Me: “I don’t think I did. Why was I not told of this hold when I called two days ago?”

(I open my online account to see past bills. There is nothing.)

Representative #2: “I’m not sure, ma’am. I only see a bill for $243 that needs to be paid.”

Me: “I’m confused. I’ve met my out of pocket deductibles. What is the bill for?”

Representative #2: “One moment, I can look that up for you.” *hold music* “I’m sorry, ma’am, I’m having trouble finding the specific bill.”

Me: “…”

Representative #2: “…”

Me: “So… what now?”

Representative #2: “If you want to pay in full, I can have your order shipped as early as tomorrow.”

Me: “Um… I don’t even know why I’m paying.”

Representative #2: “They’re unpaid copays.”

Me: “I’m looking at my online account and there’s nothing like that. How do I suddenly owe that much money?”

Representative #2: “Oh. Um. Hold, please.” *hold music* “Thank you for holding, ma’am. My supervisor is looking into this further. Unfortunately, we cannot authorize your medications until you pay your balance. I can take your credit card info—“

Me: “I’m not paying anything until I have an itemized bill.”

Representative #2: *huffs* “Hold.” *hold music* “Okay, ma’am, I’ve talked with my supervisor. Your balance is $243. Will that be card or check?”

Me: “That will be nothing until you tell me why I’m paying.”

Representative #2: *huffs again* “Ma’am. I am trying to work with you here. You owe copays. We cannot fill your prescriptions until you pay in full.”

Me: “And I will happily pay as soon as someone can tell me why I’m paying. I’m looking at my history right now. Not only is there nothing with a copay for the past six months, but all other bills are marked as paid.”

Representative #2: *clearly annoyed* “Would you like to speak to my supervisor, ma’am?”

Me: “Yes, I would.”

(Hold music.)

Supervisor: “Hello, [My Name]? I’m told you would like to speak to a supervisor. I’m [Supervisor].”

Me: “Yes, thank you. I called almost two weeks ago to have meds delivered. There was a miscommunication and they were not delivered. I called two days ago to have the same meds delivered as of yesterday, but they weren’t. I called today and found that I owe money and [Insurance Company] is withholding my medications until I pay. Nothing in my records shows any unpaid copay, so please tell me what is going on here.”

Supervisor: “I apologize for the inconvenience. Please be patient with me while I look into this further. Can I put you on hold?”

Me: *thinly veiled annoyance* “Yes.”

Supervisor: “Thank you.” *hold music* “Hmm. Ma’am, I apologize. I see the bill, but I’m not finding anything that it could be linked to. Unfortunately, I cannot authorize your prescription to be refilled until this bill is paid.”

Me: “Let me get this straight: your records show that I owe money. Yes?”

Supervisor: “Yes.”

Me: “You will not send my medication until I pay this bill. Correct?”

Supervisor: *uneasy* “Correct…”

Me: “But when I ask why you want me to pay, no one can tell me why. Am I wrong?”

Supervisor: “No, ma’am, you are not wrong.”

Me: “Can you see why I’m annoyed?”

Supervisor: “Yes. Please let me put you on hold one last time.”

Me: “No.”

Supervisor: “Ma’am?”

Me: “I will not be put on hold again. This phone call is already over an hour long. If you cannot tell me why I owe this money, I can only assume it’s a mistake on your end and I’m being billed for someone else’s medication or—“

Supervisor: “We are very thorough in our billing process and—“

Me: “—OR someone is committing insurance fraud and I’ll have to hire a lawyer to get this resolved.”

Supervisor: *panicked* “Um. No, no, that won’t be necessary.” *clicking keyboard* “I will see to it that your medication is shipped out today and I will put an override on the unpaid bill. I will continue to research this and get back to you as soon as I know what is going on. Is your number [phone number]?”

Me: “Yes, it is. Thank you.”

Supervisor: “Thank you, ma’am. Enjoy the rest of your day.”

(My medication was delivered the next day and yes, I signed for it. It’s been two weeks and I still haven’t heard anything about my mystery bill. I guess I’ll have to wait and see what happens when I call for my next refill!)

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Unfiltered Story #147714

, | Unfiltered | April 22, 2019

I assess travel claims and answer the phones for lots of different cients,
I pick up an email (printed) and I am looking for the reference number to locate their claim. We locate emails by searching for the subject of the email and so we tell all customers to put their claim reference number as the subject.

I find a reference number FINALLY and I type it into the system and try to locate the email using the subject of the email, to my astonishment the customer has typed ‘claim reference number’ as the subject.
there are over 2000 people who have sent an email with this as the title.

a note to the editor; I know this isn’t written in dialogue, but this is too stupid not for me to share.

Unfiltered Story #147210

, | Unfiltered | April 21, 2019

(I am answering the phones for new claims on a travel insurance we ask the customers basic information about their trip to log the claim)

Me: Ok Mrs X and what date did you start your trip

Customer: I didn’t know you were going to ask me this I thought I would just fill in a form.

Me : ok, I’m sorry, we don’t send out blank forms now, we talk the whole claim through, if you don’t remember the trip dates then you can call another time with that to hand.

Customer: NO I will not call back I’ve been waiting on hold for thirty minutes, it’s YOUR JOB.

( I look at the wait time, it’s  23 seconds)

Me: Ok mrs X I’m sorry you held so long, look if you don’t know your dates and things now, we can use some mock dates and I can give you a reference, just to give you peace of mind it’s registered,

(the customer is satisfied with this and we go through most of the call amiably)

Me: OK! so you’ve told me (I recap her claim ) Last thing I need to know is what country did you travel to?

Customer: *Proudly* I know this one!! Crete.

Me: *slams face into keyboard*

Unfiltered Story #143707

, , | Unfiltered | March 17, 2019

(I’m an insurance adjuster. A body shop calls on a Tuesday to ask if we’ve reviewed an estimate so the customer can drop off her car the next day to get the work done. I check the claim and see that the field examiner is scheduled to review the estimate the next day. A little while later, the customer calls.)

Customer: Why is it taking so long to get my car fixed?
Me: As I said when you first made the claim, we just needed to receive the estimate so that our reviewer could check it over.
Customer: But I sent the estimate to my agent two weeks ago!
Me: (checks files) I got the paperwork from the agent yesterday and sent it straight to the reviewer.
Customer: What? How is that possible?
Me: Well, ma’am, your agent doesn’t work for our company so we don’t have access to his files. Did you get the email I sent last week asking if you’d visited the shop yet?
Customer: I just told you, I sent the estimate to my agent! I shouldn’t have to answer your emails.
Me: I also left you a voicemail on Friday to remind you that we hadn’t gotten your estimate and that you needed to contact your body shop.
Customer: I get so many voicemails, I just delete the ones from numbers I don’t know.
Me: Well, the reviewer will be out there tomorrow so you can drop your car off for repairs as planned.
Customer: But it should be fixed already! I sent the estimate to the agent two weeks ago!
(I’m not sure she understands that the agent and the adjuster are two different people!)

Jesus Got Those Abs Somehow

, , , , | Right | March 14, 2019

Me: “Hello, sir. I’m calling from [Insurance Group], where we have noticed that your current life insurance policy is out of date, or not written into a trust. Do you know if this is correct, or is our system wrong?”

Customer: “Yes, that is correct.”

Me: “Ah, well, I can fix that for you now if you’d like.”

Customer: “Ah, great!

Me: “So, who is your current life insurance provider?”

Customer: “Ah, well, that’s a question for the ages, in fact… JESUS CHRIST IS MY LIFE INSURANCE!”

Me: “Ah, well, does Jesus Christ offer a free gym membership with his current policies?”

Customer: *hangs up*

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