What happened to Blue Cross Blue Shield? A once proud company is now at the bottom of the heap when it comes to providing quality insurance and customer support.
In fact, it is so bad that many people are stuck on hold for hours at a time to get simple problems handled. Here are a few screenshots from their Twitter feed.
What kind of company keeps someone on hold for 6 hours? I thought that must be a joke until I spoke with someone in person who is having an even worse experience.
Apparently Kimberly P., from Georgia has spoken to BGBS over five different times dating back to November of 2013. Why so many times? Well, you see she is pregnant and wanted to make sure she had maternity coverage. It turned out she did not, so she went through all the hassle and hold times to get her policy changed.
After numerous phone calls, she was assured that as of January 1st she (and everyone else for that matter) would have maternity coverage and that there was nothing to worry about. Her doctor’s office had even called and confirmed that she had coverage, as all doctors’ offices are required to do.
However, just this week her doctor’s office called and said that she is now not covered for maternity, even though she has been paying a higher premium. Now keep in mind this woman has been pregnant for 9 months and her baby is due in 4 weeks.
So, what happens next? Well, if you guessed a 3 hour hold time only to finally be disconnected, you are correct. After her insurance agent was able to miraculously get through, you won’t believe the response she received.
The company is claiming that in January she elected to stay on her same policy, without maternity coverage. Remember, this is a woman who had been pregnant for 8 months at this point and tried 5 different times to get her policy changed.
She has dates, times and phone numbers on her cell phone bills to prove the conversations had taken place. The companies’ response? We only show that she called one time!
So, now with a baby due in 4 weeks, this woman has no coverage, even though she technically should according to Obamacare, and the fact that she tried for months to change her policy.
In short, stay as far away from Blue Cross Blue Shield as you can! Not only is their customer service the worst I have ever seen, but apparently they like to take advantage (scam) their own customers.
If owned Blue Cross Blue Shield stock, I would be selling it as fast as I possibly could. This is a company that won’t last long treating their customers like this!