Darn it Jim III: Why Do I Have To Do Aetna’s Job For Them?

The saga of my battle to get Aetna to perform the service that I’m paying them for continues. On Thursday, I realized that the seven to ten business days have long since passed from August 2 when I was told that my claim would be resubmitted. I wanted to find out if the claim would be approved or denied. If denied, I guess I’m stuck paying a bill by the crappy medical system (no, I don’t advocate a socialized system, but this corporatized system has got to STOP!)

After giving the customer service representative several minutes to review the notes on my claim (they are getting very extensive) I waited on hold for several more minutes while she tried to track down the status of the claim. Here is what happened this time:

The claims department sent the claim back to the representative that I talked to last time to add some more data. She added the data, AND THEN DID NOT SEND IT BACK TO CLAIMS! It has been sitting in her cue for weeks! The representative that I talked to on Thursday said that she would route it back to claims.

This is getting ridiculous. Here is a large, national billion dollar company and yet a simple claim can’t go through unless I have to keep calling and calling and calling to stand over the shoulders of the call center every step of the way.

Have you ever had a customer service issue that didn’t seem to go anywhere without your direct and constant intervention?

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