Tl;Dr: Great job fixing the issue that… You caused?
I consider myself somewhat sophisticated in my appreciation of Customer Service, since I answered the phone for one of the most hated companies in the world. I know how to do it well and what sucks.
And I’m just shocked that a company like Cigna can pay out benefits _then retroactively recall payment_ for treatment already completed.
Which is exactly what happened for a member of my family. One of her providers said they would be charging them thousands of dollars if she was unable to ‘fix their insurance’ in (checks watch) 2 hours. Fuck them, while I’m at it.
After a week of daily calls to Navia (benefits provided) and Cigna, I finally got connected to an incredibly good customer service department. Twice (twice) the Customer Service Rep was able to:
- Start the conversation without asking me the same damn questions as their voice response system
- Understand the issue (very rare)
- Actually able to do something about it – they called Navia while I was on the line
- Give me a timeline for resolution (waayyy too long considering this should never have happened)
- Give me an issue ID If I need to call back (!!!)
- Call the provider directly to explain what’s up
- Tell me they will contact me to let me know it’s closed
Frankly, I’m confused. On the one hand, it’s very unclear how this happened and who fucked it up in the first place (my $10 is on Cigna). But more confusing: how did I get such excellent service?? This is not normal! I’m used to being treated badly, and now that a good thing has happened I’m just adrift!
Correlation or causation – I’m not sure: Gonna chalk it up to Blue Tsunami.
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