(06-13-2013 03:02 PM)bwexler Wrote: I am trying to be patient, but I am not very good at it.
Keep up the vigilance and be a nuisance to them every single day. I learned the hard way. The past 6 months has taught me that lesson.
I tried patience. I tried filing formal appeals, writing letters, sending years' worth of requested medical records (which I had to pay to obtain), and even threatening to get the media involved. I tried following procedures and waiting for them to work it out. It never happened. Each time I would call they would run me in circles for an hour. The department that I needed to speak to (Appeals) was conveniently never answering their phone and "couldn't be reached" even by the customer service reps. I've had customer service people hang up on me. I've been told that my appeal forms and records were lost and couldn't be found. I've been told that I would get a call back from a manager or someone that could help me, and I've waited like an idiot, believing that I was going to hear back. My sleep doc. advocated on my behalf and was also given the run-around to the point that he lost his cool in the office one day.
In the end none of that mattered. My issue got attention when one day I set several hours aside and decided to keep a customer service rep on the line for as long as he could hold out. He kept telling me that his manager was in a meeting and would call me back. I kept telling him that I would wait. He put me on hold several times, each time coming back and telling me that the person was busy and would call me back. Each time I told him I would wait. He explained that he needed to get off the line with me so that he could take other customers, and I told him that I am not finished and wished to wait. I tied up his phone long enough that eventually he "found" a way to get in touch with the person in Appeals. I spoke to the person, explained my case, made him look up my appeal documentation and records on the spot. A couple weeks later I had my authorization.
That's a long-winded story but sir please take it from me that you have to stay on these people until they work for you because they are motivated to avoid responsibility. An insurance company is a big investment firm who is their own client! The insurance part of it is just how they get revenue to invest. Anyone who tells me "they only invest in order to keep your premiums as low as possible" hasn't had to spend time on the phone with one.
I empathize with you. For 6 months they monkeyed me around and played with my health.