Humour? Or just venting?
Posted: Sat Oct 13, 2018 10:29 am
This perhaps belongs in laugh stop...
My wife and I are... fat. We need machines to help us breathe at night. Some parts need replacing from time to time. Insurance covers this. Usually.
My wife contacted her supplier back in June, and asked for some new parts, if and only if they were covered under our new insurance. The supplier agreed. The supplier shipped us a package on July 8. We checked with insurance. The claim was denied. She called them and asked why. It seems that the provider is physically outside our service area, and the claim that was submitted claimed that she physically picked up the parts from a retail store. She was informed that if the supplier re-submitted the claim showing the package was shipped to our home, that the insurance would cover it. Packages that are shipped to a patient are deemed to have a service address the same as the patient's residence.
About this time a bill from the provider showed up in the mail.
She called the provider, and explained that they needed to resubmit the claim, correcting the part about it being picked up in person. They said they would.
They re-submitted the claim, with the same error, and it was denied a second time.
They billed my wife again. She called them and offered to send the package back at their expense. They said they would send her a Will-Call tag and she could send it back at no cost.
No Will-call-tag was received.
Days later, another bill arrived. She called them, to report that the Will-call tag had not come. They insisted that my wife was liable for the return freight cost. She demanded to talk with a supervisor. She ended up talking with a person in shipping, who looked her order up and found that indeed, it had been shipped to our address. He promised to talk with billing and get it all straightened out.
A week later, another bill arrived. This time, to settle the issue, we took photographs of the package (still unopened) and screen prints of the tracking information on both USPS and UPS websites, showing that the items were indeed shipped to us. We sent these to the provider electronically. She instructed the provider to either correct the claim and re-submit, or issue a will-call tag for the package.
Another week went by.
Another bill has arrived in our mail yesterday afternoon, too late to call them the same day.
Part of me finds this hysterically funny. Another part of me feels sorry for the company, because despite their claims of providing world class service to customers, they have in their employ some people who are clearly either inherently evil or profoundly stupid. A third part of me is tired of playing games, and just wants to sue them for mail fraud and violations of the consumer credit protection act.
What would you do?
Hugs,
Bernice
My wife and I are... fat. We need machines to help us breathe at night. Some parts need replacing from time to time. Insurance covers this. Usually.
My wife contacted her supplier back in June, and asked for some new parts, if and only if they were covered under our new insurance. The supplier agreed. The supplier shipped us a package on July 8. We checked with insurance. The claim was denied. She called them and asked why. It seems that the provider is physically outside our service area, and the claim that was submitted claimed that she physically picked up the parts from a retail store. She was informed that if the supplier re-submitted the claim showing the package was shipped to our home, that the insurance would cover it. Packages that are shipped to a patient are deemed to have a service address the same as the patient's residence.
About this time a bill from the provider showed up in the mail.
She called the provider, and explained that they needed to resubmit the claim, correcting the part about it being picked up in person. They said they would.
They re-submitted the claim, with the same error, and it was denied a second time.
They billed my wife again. She called them and offered to send the package back at their expense. They said they would send her a Will-Call tag and she could send it back at no cost.
No Will-call-tag was received.
Days later, another bill arrived. She called them, to report that the Will-call tag had not come. They insisted that my wife was liable for the return freight cost. She demanded to talk with a supervisor. She ended up talking with a person in shipping, who looked her order up and found that indeed, it had been shipped to our address. He promised to talk with billing and get it all straightened out.
A week later, another bill arrived. This time, to settle the issue, we took photographs of the package (still unopened) and screen prints of the tracking information on both USPS and UPS websites, showing that the items were indeed shipped to us. We sent these to the provider electronically. She instructed the provider to either correct the claim and re-submit, or issue a will-call tag for the package.
Another week went by.
Another bill has arrived in our mail yesterday afternoon, too late to call them the same day.
Part of me finds this hysterically funny. Another part of me feels sorry for the company, because despite their claims of providing world class service to customers, they have in their employ some people who are clearly either inherently evil or profoundly stupid. A third part of me is tired of playing games, and just wants to sue them for mail fraud and violations of the consumer credit protection act.
What would you do?
Hugs,
Bernice