Friday 14th of December 2018 03:50:32 PM
Today I was denied a much needed preventive procedure because of dysfunction and incompetence of customer service. All I needed was for Empire Blue Cross to grant a one-time referral for the procedure. This should have taken 15 minutes maximum including hold time. Instead myself and multiple office assistants at the clinic and at the physician's office spent five non-stop hours on the phone on separate lines getting the wrong information, constantly transferred to the wrong department, confused by a terrible automated system, and hung up on repeatedly and simply unable to get an answer from Blue Cross. We finally gave up exasperated. I lost two days of work in preparation for the procedure, fasted, bought over the counter drugs, traveled for hours, and left untreated, sick to my stomach literally and emotionally. This is unconscionable and has no place in the world of medical care.I had secured referrals from all parties, but Empire Blue decides the referral I got from my general physician in 2013 was invalid since he is no longer in the network of the new plan for 2014. Why doesn't Empire Blue have the decency to honor the referrals and procedure established by THEIR in network physicians despite THEIR change in my plans? To make matters worse, I lose coverage for a good general physician of 20 years.So in the end, Empire Blue Cross has taken my money, not provided basic customer service to enable critical medical procedures, potentially seriously compromising my health, and lowering quality of access to health care in 2014. They are quick to blame the Affordable Health Care for their burdened customer service but to be clear they had terrible customer service long before 2014. They stand to benefit from AHC and with their billions of dollars certainly can make customer service at least functional. The overnight doubling of my deductible is another atrocity that this company does with impunity or accountability. There is simply no place for the profit motive when it comes to getting equal access to health care.