More Sandwich Generation Frustrations
I was out most of yesterday, so didn’t make any phone calls to Secure Horizons--knew I didn't have time to sit on hold--but I did receive a phone call from the salesman. He gave me another Customer Service phone number to call for information. Today I called that number and got through in a mere 20 minutes! However, the number I reached was the HMO section. They could only tell me what we already have. They knew nothing about the PPO.The Customer Disservice rep transferred me to another number, another division where the rep knew even less. She tried to get me to call the HMO department, but of course, I had already been there.
After several minutes of my telling her what I wanted and her telling me she couldn’t help, I asked to be transferred to a supervisor or someone who could answer my questions.
She transferred me to the sales office, where finally a knowledgable young man named John told me that the plan that had been marketed as a PPO isn’t. It’s a fee-for-service plan. We explored the coverage of both plans—and he actually knew what each of them covered! He didn’t have a side-by-side comparison, but as I got answers, I was able to create one. And the whole call, including three transfers and 10 minutes worth of useful information, only took an hour.
I find it so frustrating that United Healthcare feels they can jerk these seniors and their Gen Sandwich advocates around with such abysmal customer service. I don’t mind helping out my parents, but I really get frustrated with companies that don’t respect my time or that of my parents. As I make calls or do other service for my parents, I always ask myself, “Would Mom be able to handle this?” Most of the time, the answer is no.
Labels: aging parents, customer service, Medicare, sandwich generation, Secure Horizons
Tuesday, December 12, 2006
Sandwich Generation Frustration with Secure Horizons
Today 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.
Labels: Medicare, sandwich generation, Secure Horizons, universal health coverage