Ins/ How to talk to a person
![[Post New]](/jforum/templates/default/images/icon_minipost_new.gif){kind=icon}
Anonymous
|
There was a glitch with Anthem/Carefirst BCBs out of state claims in early February which caused claims for 2 separate family members to be denied. No EOBs were generated and the denial letters put the blame on the providers, whose previous claims were always approved. One provider won't address it and the other provider filed a complaint with the "insurance board" after 4 attempts to fix the issue.
I've called 5 times this week and spoke to "agents with virtual AI assist." I guess that's live action auto tune? or something? Today I talked to an "AI Virtual assistant" named Patricia. She sucks. I kept requesting to speak to a supervisor about the two claims, but the AI can only do one thing a time. It put me on hold for 20 minutes, but every time I made a noise, it piped up that it was "helping me." How can I talk to a person and not AI or AI enhanced "people?" Please tell me there is a way which doesn't require being on hold for hours. |
Anonymous
| Can you do an email message through their claims website? |
Anonymous
They highly encourage "live chat", which turned out to be more AI bs. I received an update from one the providers. There was a glitch from 2/2-2/20 and all claims were denied! Crazy. My problem is solved...until the next time I need to speak with a person. |
Anonymous
That's pretty egregious that you had to find out from the provider. So this glitch happened, everything was denied and no EOBs AND no notification!? Of course they were doing forensic analysis of everything impacted in their mainframe, root cause analysis, and putting some fixes in place, but I would love to know what their communication process is, since the impact reaches past providers to patients as well! In this case, OP wasted hours and hours resolving this herself. |