What is the best way to get customer service people to help you out?

Question

I've been trying to get an issue worked out with my health insurance for weeks. I've called and left messages several times (probably 6-8 voicemails) and left an e-mail. Each time that I finally reach a person, they tell me that it'll be taken care of but it's not. It's been going on close to 6 weeks now and I'm reaching the end of my patience. Any advice?

It has to do with the fact that I've worked at a new job since August 1st and have no insurance cards. The insurance company has no proof of me receiving coverage and the HR department keeps sending me back to the insurance company.

Answer 1

If you work for a company, ask your HR person to get your insurance agency involved. They are paid a percentage to get things taken care of. If it is a big company, your company pays someone to put together and administrate your various plans...I promise you...they want to keep your company happy...

There are so many variation of questions. If it is about dates of coverage...go to your HR person. If it about if a procedure is covered...go back to the doctor and ask them to ensure they used the correct code and to re-submit the insurance form.

Definitely get names and dates of who you spoke with. If a doctor is trying to get more than your co-pay...that is illegal the doctor has signed a contract to accept what the insurance offers only.

Best thing to do is get your HR person involved...that is what they get paid for! To assist you with your benefits...

Answer 2

It seems your HR department is trying to get out of doing the extra legwork for you that they need to do. If the insurance company does not have a record of you being qualified to even be on their benefits. It is the job of the HR department to clear that up FOR you. You can take it all the way to the head of HR if you must get the right person to help you with this. They need to verify that they sent the information to the Insurance company, and if so, call the Insurance company to find out why they don't have a record of you and do whatever they need to to get it cleared up. Then the Insurance company can be required to send you a letter verifying coverage until they are able to get you ID cards (if it is done through a different office). An agent should be able to fax you proof even if you cannot wait to have it mailed. You must start at the beginning of the problem with the HR department first however. The insurance company can't do anything for you if they don't have a record from your work.

Answer 3

Call them again, don't leave a message, when you do get someone, tell them that its been 6 weeks and this needs to be fixed.

IF they can help you in any way, that would be great. I find it helps to establish a relationship--first as soon as I get them, in a cheery voice--hi there, how's your day? they will answer ___

Then say well that's too bad, or that's great--whatever--and keep going--I've been having this problem that I'm really hoping you can help me out with. Find a way to explain that its been 6 wks since you started & you need to have this.

Don't soft story them--they've heard it--just try the cheery voice b/c they NEVER hear that! All they hear is ppl belly-aching about whatever all the time!.

If that still doesn't work, ask for a manager, and explain that you understand that it isn't the CSR's fault--just hoping a manager can move things a bit faster. Keep same cheery voice w/ manager.

Don't giggle--you want cheery like you're talking to a friend of your parent's or an older relative.

If that still doesn't work out--ask when can I expect to hear a reply from you (and try that from the CSR too) because for all you know it could take at least 6 wks--who knows.

try that--if still no help--my suggestion would be to write a firm professional sounding ltr to their ombudsmen and ask for this to be resolved by ___ a certain date. If you have the ability to shop around you should use that as a threat.

Answer 4

Join the club. Push one, push two for spanish marque numero ocho, then push some more buttons for about 20 mins. Then maybe you can get a person. However pushing 0 will sometimes bypass all of this. Remember a lot of companies such as internet providers, phone companies, credit card companies and insurance companies farm out their work, you may be talking to someone in syberia for all you know. The service you get is based on the cheap labor that they hire. The ethics of our countries workforce are terrible, no one takes pride in their jobs anymore. If you really want something done, send a certified letter to the company so that you have documentation that you have contacted them and let them know in the letter that you have made several requests and threaten them with the better business brueau or some other orginazation that help consumers maybe you can find one on the web ....Good luck......marfque numero cinco to end this call-----

Answer 5

I really feel your frustration and pain on this one!!! I've had a similar problem with a COBRA insurance provider that insists upon using an automated call screening system. Every time I call, I have to explain who I am, what my problem with the service/coverage is and have not had any satisfaction either. I received new coverage from my new employer and had paid almost $1800 for 6 months of premiums without being hospitalized, to the ER or otherwise needing medical attention. I would at least like to think that almost 2 thousand dollars would purchase some attention to detail!! They have statutes of limitations for making claims with them, whatever happened to our rights as consumers?

When you call start keeping a written record with whom you've spoken to and the date of the call.... I have gotten to the point when I call ANY customer service center I start the phone call by stating my name and asking that they turn on the recorder, followed by, "may I speak to your supervisor immediately." Still not a lot of results, but at least they know I'm extremely serious when I call.

In short, I would seriously consider threatening them with legal action for lost time and duress caused by their ineptness. Good luck and keep being patient, its the only way to remain sane when dealing with these jackals!! :-)

Answer 6

sometimes yelling and swearing work. not very often, but I've seen it work.

my brother was telling me about when my dad wanted to cancel AOL, they wouldn't let him, all of a sudden he shouted "would you just cancel the fuc*** thing!

it worked for him.

but when i try calling customer service i get testy and never seem to get answers.

good luck.

one more thing I've found to work sometimes...

say "what was your name again? i would like it when i call back to speak to your supervisor"

they don't like that cuz they know you're gonna get them in trouble. sometimes they miraculously come up with the answer you've been searching days to get.

Answer 7

Ask to speak to a supervisor, when you call next.

Answer 8

tell them you are going to make a huge command.