Sandwich Generation Frustration with Secure HorizonsToday was a day of Gen Sandwich Frustration. While trying to get details on the differences between the HMO and PPO. I called Secure Horizons, which is owned by United Healthcare, about 11:30 am. After navigating my way through the menu, a recorded voice assured me that my call was important to them. For the next 30 minutes, I listened to the same two songs played over and over and over and …. You get the picture. Thank God it was classical. I have sat on hold with other companies listening to rock or rap. Not pretty.
But back to my story. After 30 minutes on hold, I had to leave for an appointment. I sent a message through the website indicating how long I had been holding and asked for someone to please call me between 2:00 and 3:00 pm. I got back about 2:00 and waited. A little after 3:00, having received no call, I tried again. After 39 minutes, I had to hang up to take a call on the other line. Tried again, and waited another 32 minutes, sent another email, and gave up.
Turns out that Mom had had a similar experience. She thought she could get answers, and waited on hold as long as she could before needing to go see my step dad. This isn’t the first time we’ve waited more than 30 minutes for customer service. In fact, I think in my year and a half of dealing with Secure Horizons, 20 minutes is my shortest wait. What incredible disrespect for the people who have chosen to purchase your product!
This is an excellent reason to avoid government operated universal health care. If this is the service we get from a for-profit company serving Medicare clients, supposedly dedicated to customer service and with freedom of choice for subscribers, what would government health care be like?? If you’re not sure, try calling the IRS. Although come to think of it, I’ve had better service from the IRS than from Secure Horizons.
Guess I’ll have to try again tomorrow. With an enrollment deadline looming, we need answers.