alternate reality

I called one more time to my insurance company. I needed to check on whether or not they were going to cover my compression glove. After going through the obligatory automated phone system maze I was in touch with a helpful and kind representative. She listened to my question and asked if the item was more than $1,000. I answered 'no, $231.85" to which she replied that I didn't need a special permission for that. So now my mind is blown and I think one of us is not understanding right.

She assures me as we talk another minute that I have that coverage and it will be applied. Sadly we end up getting disconnected somehow. At that point I figure that she was a figment of my imagination and I'll not hear the news again that I have the coverage. For kicks I redial the Care Coordination number. Of course I get someone else and though I ask for the last rep., she's not available. But to my surprise, the young man who picks up my call repeats what she said. They cannot find a special permission because none is required for my plan. The system wouldn't take it in. He agrees that I have the coverage at 80%. OK. But he needs to put m e in touch with a supervisor in the benefits dept. This angel named Judy seems genuinely appalled at my story as I read back to her some of my experience thus far with her company. She asked for names and for me to repeat it. I asked her the same. I simply couldn't believe that she was telling me that it was the right code afterall and that there was no reason for anything to be denied.

She even called the provider to make sure that they got the right info about the claim being approved. She DID it. She followed up the next morning first thing (PT) as she said she would. So then the provider called to let me know that they HAVE THE GLOVE.

so one wonders, why all the struggle? Is it gross incompetence? perhaps a conspiracy? Honestly, if I hadn't been documenting it I'd think I was losing my mind.

The Dept. of Labor representative called me. I owe him a call. And I will be sharing what my experiences have been with this company. There is no excuse for that. None at all.