Recently I had to seek customer service assistance regarding the health insurance I have through Hometown Health Network in Massillon, Ohio; part of The Health Plan provider network.
This experience has been a mixed bag. Even more I hate to say that it is not the first time I've had to ask for help. It's been so bad in fact this is not the first time I've had to call the CEO of the corporation. It's his response, more the lack thereof, that is most disappointing.
What happened this time? The latest and greatest of all the failures so far?
I can't, at this point. write about the experience I had between the first post about the latest blunders and this one. That will definitely have to be a post all it's own.
The executive I finally managed to talk to that had the power to actually do anything was helpful. You'll know why I say finally when I fill in the pieces between the first post and this one.
Why a person in charge of Marketing is responsible for administration of COBRA I can't say. In any case, that's irrelevant.
What is not irrelevant is that the CEO - again who I had to speak to previously about poor customer service and mistreatment - is aware of this situation and has done nothing to follow-up. I get the impression, given the hell I was put through by his employees, that the CEO doesn't care much about his customers.
This is the email I received from the executive. Again, I will provide details soon as to what led up to this email:
After researching your COBRA issue, I must apologize for our administration of your account.
Your COBRA premiums have always been paid timely therefore, your account should not have been pended causing you a disruption in your prescription benefit.
We have implemented procedures to assure that we do not cause you, or any other member, further frustration.
Please feel free to contact me should you have any further concerns or at any time should you need additional assistance.
Once again, I apologize on behalf of all Health Plan staff members involved and we thank you for bringing this issue to our attention.
Tuesday, March 13, 2007
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6 comments:
It appears The Health Plan has the makings of a case study for failure.
I'm looking forward to the rest of the story - have you published it yet? - only because it's hard to believe it was all bad enough to contact the big chief.
Clearly the don't do business as well as they play football in Massillon! At least not at Home Town Health Network.
What a nightmare. Just thank God you have insurance, even if you are having to pay for it under COBRA.
The Health Plan, we are the only game in town and we know it. LOL
Here is hoping for a better outcome. I wrote a post about how bad my refi closing was, and I got some action.
Here from Blog Village carnival on health.
Calling over from `The Blog Village Health Carnival' to say how much I enjoyed reading your article. Hope all works out well for you.
Popped in from the Blog Village Health Carnival.
Total nightmare. Sounds more like the problems we have here in Africa not in a First World country.
Some of these companies are a total nightmare to deal with. I get health insurance through my job and needed surgery a few years ago. I remember it was quite a hassle getting the money to come through. Definitely something you don't need when you're not well to start with. We have the NHS service here in England but things are so bad, eventually we'll probably be like the States and have to pay for everything. Hope everything works out ok for you.
I'm visiting from the Blog Village carnival
The state of US health insurance and health care is horrible! I didn't realize how bad we had it until I left.
From the Blog Village Carnival...
Lynda
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