more on insurance

So to catch you up; last we saw our "heroine" battling the big insurance company to get a $138 glove to control the lymph edema in her left hand. She made her case, begged and pleaded with customer care and care coordination representatives until finally… some one "elevated" her request to be tended to it the utmost haste.

In our Jenn's native land, making something a priority would indicate that the issue be resolved same day. But she was soon to discover that those standards are not the same in the Big Insurance Company world. After waiting patiently for hours, our crusader called to check on the status of her request. A Snarky representative simply replied "This request was made today" to which Jenn replied "I was told it was being accelerated or elevated or agitated" (whatever their jargon is). i was transferred to a voice mail box. Shockingly, despite having left multiple numbers and all pertinent information, Jenn's call was not returned on Friday. A good while later, but before the supplier closed, she tried again to retrieve the information regarding the big $138 request for a compression glove from an out-of-network DME (Durable Medical Equipment) provider.

This call was even more entertaining than the prior calls because this time the special care coordination specialist replied that she could no check on a reference number. "Our computer system is down. I cannot retrieve any information."
Wow.

An exasperated Jenn continued to the said "out of network" provider where she was able to see someone immediately. But alas, her size glove was not in stock and would have to be ordered.

In an effort to comply with the insurance company and give them the opportunity to provide the care and coverage that we purchased, Jenn opts to wait until she hears from UHC. Certainly,they will return her calls promptly on Monday.

By Monday morning, Jenn really is anxious to get the glove so she tried to call in and check on the reference number again. This time the representative is flat out lying and suggesting that not only is there no supervisor to speak to, but no one else to talk to and she is not able to transfer calls. Period.

This seemed unrealistic. A call to customer service was in order. And after explaining, Customer Service transferred the call back to… dun dun duuuuuuu… Care Coordination.

Say it isn't so.

But, after a few hours pass, a cryptic message is recorded that the decision may be available and to call Pamela for more information. Which I do. And have to leave a message. So now I wait. MORE. And I struggle to type, to hold, to use my hands freely because I wrapped up like a mummy on the left hand.
Try changing diapers with one hand.
Tune in next time for the continuing story about medical coverage for the "lucky ones" who have a group policy with a large corporation. Imagine what individual plans must e like.