Thursday, August 9, 2001

Customer Service

A few days ago, when Jenn took Mia to the doctor's, the health insurance card (HMO Blue New England (Blue Cross/Blue Shield)) didn't work.

Today, I called Blue Cross to figure out the deal: it turns out that I was still covered under the health coverage of my previous employer! I was covered twice, which causes all sorts of problems when making claims.

The Blue Cross customer service representative walked me through this mess, and even made an on-the-spot decision to take care of one overdue payment to the physical therapist ($500!). I then called my old job, and raised this issue with someone in human resources. I was listed as a terminated employee, but I was still receiving health insurance benefits from them! The person I spoke with took care of this (she sent to Blue Cross a Change of Enrollment form via the employer's section on the Blue Cross web page).

I was all prepared for the bureaucracy to fail me here, but the two people who spoke with me today were courteous and very cooperative. It sure made me feel good to have all of this resolved.

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