If only all companies could take a page out of Blue Cross Blue Shield MA's handbook. They have been my health insurance company for the past several years and I have repeatedly had such amazingly positive experiences with them that I'm actually sad that my insurance company is changing due to a job change (our family is going from a DINK family to one with a SAHM who never stays home and who might actually be a SWAT if she could figure out the time part...I digress). Today's example of BCBS's fabulousness in customer service:
We received a bill from a hospital where my son had a procedure done at the direction of his pediatrician. The hospital indicated that it had submitted a claim to my insurance company and that the insurance company said it was not a covered service. When I received the statement from the insurance company, the reason they gave for not covering it was because it was billed as a "routine diagnosis" - two words that have caused me much aggravation over the years in dealing with medical bills. Since it was, in fact, not a routine diagnosis, I called the insurance company and spoke with a lovely representative named Janet who took the details from me and then called the hospital billing department while I waited on the other line and took care of the WHOLE THING FOR ME. She even came back on the line after a couple of minutes to update me that she was on the phone with the hospital billing department and that they were working it out. When she finished with the hospital, she came back on the line with me, let me know that the hospital was going to change the diagnosis code, resubmit the claim and freeze the bill. She then offered to review the specifics of my coverage related to this medical diagnosis and informed me that my total due should be zero, gave me a confirmation code and sent me on my way. Thank you, Janet, and thank you BCBS of MA. I will miss you.
I have had several similar experiences with BCBS and in the rare instance where they were not able to solve the problem or tell me I was covered, their positive, helpful, and respectful attitude made up for it. I only wish every customer service experience, especially those that involve a lot of money and potentially a lot of stress and time, could be so wonderful. Other companies should try to steal their training manual - or maybe just call them and ask for a copy - they might just share it out of their seemingly authentic desire to be helpful.
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