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CalifChick -> RE: I love it when..... (4/11/2008 4:23:09 PM)
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I love it when someone from an insurance company admits I'm right and apologizes after a long and very mind-numbing conversation with their subordinate. This is from yesterday, and I still haven't stopped shaking my head over it. And keep in mind that throughout this entire conversation I kept my voice very calm, very professional, and I resisted the urge to choke somebody.
Me: Please do "A".
Them: We never do "A", we always do "B"
Me: Is this a new policy?
Them: No, we've always done "B".
Me: Always?
Them: Oh yes, always, ever since I've been here.
Me: That's interesting. I've been doing this for about ten years now, and you've never done "B". So how long have you been there?
Them: A month.
(long conversation about what "A" is and what "B" is and why I need them to do "A" instead of doing "B" at which point the guy says there is nothing he can do to help me)
Me: Could I speak to a supervisor please?
Them: I don't have one.
Me: You don't have one? You're Mr. XXXX, the CEO of (the company I called), a multibillion dollar insurance company?
Them: No, but I don't have a supervisor.
Me: I don't believe you. I don't believe that you have been there a month, and you are handling claims calls in a call center for (company) and there is not one single person there that has more authority than you do.
Them: Well no one is available. You know what I meant.
Me: Well, perhaps I was not clear on what I need. I need you to do "A" because if you do "B" then your company will never pay us for seeing your patient, and then we will bill your patient, and then they will get angry and they will call YOU. And for the last ten years, including the phone conversation I had with your company last week, your company policy has been to do "A".
Them: I'm not eligible to argue with you.
Me: I beg your pardon?
Them: I'm not eligible to argue with you.
Me: Then find someone who has been there longer than a month, that understands what a (certain code) is, that understands that if you do "B" then I'm going to be filing a complaint against your company with the insurance commissioner, and that IS eligible to argue with me.
Them: I'm not eligible to argue with you.
At this point I kept him talking so long (as long as I kept talking, he kept talking over me saying he wasn't eligible to argue with me), that a supervisor finally became available to take my call.
Supervisor, after checking notes and all: You're correct, I'm sorry, we should have done "A" back in February when you first sent us your claim. I have no valid excuse on why it was not done and all I can do is say I'm sorry and release your claims to be paid.
Me, after thanking her: So is "B" your new policy that I can expect?
Supervisor: Oh goodness no, that will never work, you'll never get paid that way.
Ta daaaaaaaaaaaaaaaa! [sm=champ.gif]
Cali
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