"Customer Service"

So, I had my yearly OB/GYN visit the other day. My mom and I have the same doctor, so I knew beforehand that she had decided to stop taking insurance. Meaning you have to pay up front and then submit a claim to your insurance company. I was fine with this because I really like my doctor and insurance should cover a “well woman exam.” After my exam the secretary gave me all the billing paperwork that I would need to submit with my claim form. She told me I could get the claim form on my insurance company’s website. I figured this would be no problem, as I am comfortable using the internet and my insurance company (BCBS) is a big company and should have a good website.

When I got home I got on the internet and went to the BCBS website. I quickly found the list of forms, but was somewhat overwhelmed by the number of choices. Which plan did I have? My card only said CareFirst BlueChoice POSitive Choice. The options on the list included: BlueChoice (HMO), BlueChoice Opt-Out Open Access, BlueChoice Opt-Out Plus, and BluePreferred. I did a little searching on the website, but couldn’t find anything useful. So, I decided to follow the advice on the page and call member services. After being on hold for a while, someone finally answered. After listing all my information, I was able to explain why I had called. She promptly and very curtly tells me that I have BlueChoice (HMO). I am surprised, because if anything I didn’t think this would have been the answer. No, she rudely informs me, that’s the plan you have. Do you need anything else today?, she wonders brusquely. No I guess that’s it, I say. Thank you for calling BCBS…click.

I was still unsure that she was actually correct, so I do a little more looking around on the website. I find out that you can sign up and be able to look at your account online. So I do this, hoping that I would be able to find some more information. Once I get all registered, I am finally able to see all my account information. Low and behold, the website tells me I have BLUECHOICE OPT-OUT PLUS. So, not only was this woman rude to me, but she told me the wrong information! I looked at the two forms for BlueChoice (HMO) and BlueChoice Opt-Out Plus. They are different. If I had followed her information and used the wrong form, they probably wouldn’t have accepted my claim. So, to the woman at BCBS whose name I never got but should have, I am so sorry that I inconvenienced you with my stupid question. I am also sorry that you clearly hate your job. But you work in customer service. You can’t be rude and you can’t tell people the wrong information. Especially at the same time! I wish I had got her name, because I probably would have complained.