Sunday 2nd of December 2018 10:42:40 AM
In trying to check on benefits for one of my clients today, I went through the worst customer service experience with an insurance company I have had to date. When I called the number on the insurance card I was directed to check their website for benefits and eligibility, which I did. However, the website failed to explain if this person had hearing aid benefits or not, so I tried calling their customer service number again. At that point, after going through more automated menus than I can count, I was simply read what the website had already told me but still was not the information I needed. At no point could I get an operator on the line. So, I went back to the website again and found a way to submit my question to them that way, which I did. More than 2 hours later I received an email from them, but in order to access this email I had to create a "secure account" requiring me to sign up with an email and a password (seems phishy to me). After jumping through a few more hoops, I was then finally able access this "secure email" which simply told me that all of the information I needed was on their website and to go check there... WHICH I HAD ALREADY DONE!!! BUT, if I still could not find the answer, I could call their 1-800 number, which conveniently is only open for 5 hours a day and was closed at that point. Ugh... At this point, I sent them a reply to their email telling them all of the steps I had taken and that their customer service was the worst I had ever dealt with. I sincerely hope they don't treat their customers as poorly as they treat the providers!!I had checked your website first and could not see ANY information on there regarding hearing aid benefits. When I then tried to call your provider help line for further clarification, I was simply tossed into a loop that read the benefits that were posted on the website and did not allow for further assistance which is why I then emailed my question to you. Your reply conveniently was sent AFTER your provider help line closes for the day, and so in total my efforts to get information for my patient were completely useless. Being a provider that works primarily with the elderly population and deals with many Medicare gap insurance companies, I can safely say this is the most unhelpful insurance company I have ever dealt with, and you will never receive a good review from me. God help your clients... They will need it in their dealings with your company if you treat them as poorly as you treat providers.