One thing I occasionally like to do here on F-R is document my encounters with the shockingly incompetent. I was fuming so madly about this particular episode, however, I had to give it a couple of days lest I go and anger myself all over again. Poor KoF had to deal with the fall-out on this one Tuesday night.
For whatever reason, United Healthcare has had quite a time getting out insurance cards to policy holders since the first of the year (which you may remember as being quite nearly two full months ago). Apparently, the state of Texas requires (and always has) co-pays to be printed on the card. Despite having been a Texas healthcare insurance provider for oh, say, a MILLION years, the subtleties of actually printing cards which met these standards somehow escaped them and the cards had to be re-printed, so I'm told, one to fifteen times. I might also note that my premium in 2005 for this sick insurance was $30/month. Now thanks to the rising cost of healthcare, I pay $100/month. Disgusting. Yet despite having paid for the last two months, I have not been insured. How do I know?
Well, I have been waiting to pick up a prescription for going on two weeks now. Waiting that is, to get my insurance card in the mail. I was told I could download a temporary card by visiting myuhc.com. However, not having my new subscriber ID, I was required to call customer service to get this information. Upon obtaining the number, I logged in with my social security number, full name, birth date and so forth and received an error message with two choices.
WARNING: This information does not match that of our database.
-This information is correct. > Continue
-This information is not correct. > Edit
Mine was correct. So I continued, but was unable to find the link to download my temporary card. Apparently hidden, I called back customer service for further guidance. The following is a faithful narrative of my dealings with customer disservice at United Healthcare.
MaryT Hello, I just logged into the web site, but I am unable to find the link to download my temporary card.
C-Service Okay ma'am, let me just verify your subscriber ID, date of birth and so on and we'll see what the problem is.
MaryT Okay, my social is (#), my subscriber ID is (#), my middle initial is R., Benita Carver was my third grade teacher, I have no late fees at any rental places and my date of birth is August 23, 1980.
C-Service I'm sorry ma'am, but that is not your date of birth.
MaryT I beg your pardon?
C-Service That is not what we have listed as your birthday.
MaryT Well, it IS my birthday. Can you tell me what you have on file?
C-Service I'm sorry, I'm not at liberty to disclose personal information.
MaryT But it's MY personal information and I'd like to correct it.
C-Service I'm sorry ma'am; you'll have to have your employer contact us if there's a problem.
MaryT But they'll just tell you what my real birthday is and I can do that right now.
C-Service I'm sorry, ma'am. You need to talk to *your employer.*
MaryT (why do they keep saying ma'am like it's still polite after they've been talking to you like you're 2? Find out!) Well, the thing is, I need to get my insurance card because I need to pick up a prescription. I've been waiting two months and my card is still not here. When Walgreens tried to look it up, they said I had no coverage. Now I have SEEN that the money is coming out of my paycheck and I would imagine it's going to y'all. I assume the problem is because my birthdate was incorrect. Now can you PLEASE help me?
C-Service I'm sorry, ma'am. You need to talk to *your employer* for us to update our records.
MaryT Well can you just tell me what my fake birthday is so I can log in with that?
C-Service No, ma'am. your birthday listed with us is September 2005, so having told you won't do any good.
MaryT Well why can't I...wait, did you say 2005? Well...that would mean I'm only six months old. Six months old?
C-Service Yes ma'am. And since you're under 18, we can't provide you with a link to your own card.
MaryT But I'm not under 18! I'm 25!
C-Service Not according to our records...
MaryT I'm sorry, are you telling me that you believe me to be a six month old infant?
C-Service There's no need to be snippy, ma'am. I just go by what the computer says.
MaryT But a baby that age can't even form a sentence. Cannot dial customer service. I'm not *impersonating* someone. I just want my prescription, which has nothing to do with your database. There WAS health insurance before the internet! I just want my card because according to my premiums, I have MORE than paid for it.
C-Service Will there be anything else, ma'am?
MaryT Yes, I'd like to talk to your supervisor.
C-Service I'm sorry, ma'am, they've gone home.
MaryT But you're not closed? The supervisors go home first?
C-Service We close in 45 minutes, ma'am.
MaryT ???????? And you can't help me?
C-Service You NEED to contact your employer.
MaryT Well, what can you do?
C-Service Nothing without the approval of your employer.
MaryT ?????
C-Service Will there be anything else?
MaryT [totally distraught] I guess not.
C-Service Click.
King of Feb What'd they say?
MaryT ???????
King of Feb Can you get your card?
MaryT [incoherent screaming]
King of Feb Wow, this is really helpful.
So it was a long one, but there you go, fiends.
Comment allez-vous?
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