Not Willing To Billing
Employees, Great Stuff, Ignoring & Inattentive, Insurance, Lazy/Unhelpful, USA | 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—“