Despite the high cost as a self-employed actor and writer, I’m grateful to have health insurance and doctors I choose in network.
I needed to find out if 2 treatment codes would be covered. My insurance says they do cover what I need. YAY! (Time will tell if they actually do….)
It took more than 2 hours of my time to figure that out. Does that seem reasonable? Seems long to me, or am I missing something? I hope it takes you less time to get what seems like a simple answer from your insurance provider.
Details (TL;DR?):
1: I called customer service. It took 2 minutes 37 seconds to get through their voice messaging system and leave my number for a call back so I didn’t lose my place in the “approximately 18 minute” line. I did get the call back within that time frame. The voice said I’d talk to someone after “a few seconds” of silence. Around 5 minutes later, no one picked up, so I hung up and called again. Appx. 8 minutes.
The voice said the wait was now “approximately 22 minutes.” I spent most of the time dancing in my condo to their jaunty, if not loud, tinny and repetitive, on hold music. The rest of the time, I had to listen to messages about filling prescriptions. their website and other things spoken in a somewhat nasal, robotic voice. They should hire me (I’ve done thousands of voiceovers). Around 35 minutes later, someone answered. A real person! Finally. But she disappeared before I could explain my issue. Appx 35 minutes.
2: The next day, I called again. The wait was “approximately 9 minutes.” More jaunty music dancing ensued. For 14.5 minutes, including getting through the prompts. A very helpful woman answered. The good news is supposedly the main treatment code has no exclusions and no medical review is needed. However, she also wanted the diagnostic codes, which the doctor hadn’t provided. So I had to contact the doctor’s office and wait to get the codes. Appx 24 minutes, including a brief survey because she was so helpful. Was there a better way to get the info? She said they had a messaging center, but didn’t know how long it took to get a response.
3: Diagnosis codes in hand, I called again. The wait was “approximately 12 minutes.” More dancing. At least I’m getting some steps in. For 19 minutes, including the prompts. After 31.5 minutes, the man who answered couldn’t pull up one of the codes I’d dutifully written down. So he wanted to call the doctor’s office. Back on hold. After talking to them, he said he only needed the treatment code, which I’d had all along, and reiterated that it was covered. So was the first woman mistaken about also needing diagnosis codes or being extra thorough? I’m pretty sure I didn’t misunderstand what she said. Appx 41 mins (meant to do the survey because he was helpful, but hung up out of reflex).
