Bcbs wait time

[kgmom219]

I'm in Texas and the BCBS company is the same. Here's what I was told via email and a close friend who works there. The last few days, the problem has been the weather and all U65 service is handled in Illinois. Where the call centers were closed. And they had no way of remotely putting in a "we are closed" message. When the system overloads, all calls are disconnected after 60 minutes. (That's when I really get pissed off) Its averaging about 3 hours, if they aren't in overload. Emails via HSCIL are not being assigned or even looked at, so don't bother.

Here's how I am getting through. I dial at 7:59am. (7:58 is too early. 8am is too late.) I hit the line first. Its taking me about 15 minutes to get through. Then I have a list of client issues.

I've had 3 so far whose 2013 terminations weren't processed and were billed on 1/1. And of course, getting a refund is a nightmare.

This is a massive fail on BCBS. What the heck did they think was going to happen? They will be my favorite again in about 6 months. But right now, they are just idiots.

 

[SamIam]

Do you have the agents line? I am calling BCBS of IL for the second day. I never talked to a soul yesterday from BCBS. It was always listening to their music and then getting disconnected.

Well day 2 of this.

Blue Cross customer service # for IL 888-313-5526 but the same thing might happen as far as listening to music & getting disconnected.

 

[AllenChicago]

Insurers should allow agents to access the same information and tools that the Customer Service people have access to. After all, we know the customer better than they do, and we'll licensed, certified and E&O covered. Customer Service personnel are not.

KGMom219, you are right! Epic FAIL for BCBS-IL. Their desire to please home-state-boy Obama is creating chaos and hysteria inside the company and among a large share of their customers. They hired 500 temp workers, but where they are is anybody's guess. Wait until the 7 million BCBS-IL group members have to endure this in 10 months.

 

[kgmom219]

This is GOSSIP. Not fact. GOSSIP

My understanding was that a couple of years ago (pre-Supreme Court ruling) when the entire BCBS Association was screaming about ACA, they were called into a meeting with the HHS Secretary and told to either play ball or lose the Federal Employee Program.

And it kind of makes sense now, the only insurer nationwide who is on every exchange is BCBS. UHC took their toys and went home. Aetna, Humana and Cigna are in some states, but not all. Aetna and Humana are still sending us "We hate ACA emails". BCBS is actually doing something. Not well. But something.

 

[dlomax6542]

In Texas I waited over 3 and a half hours trying to get in touch with a human at BCBS TX a few days ago before finally giving up. If you have basic questions, you can get an almost instant response via Twitter of all places. Whoever is running their twitter account actually knows their stuff and responds to questions and comments within 30 minutes or so. I had most of my questions answered there.

EDIT: btw if you are trying to call about paying your premium, I was informed that the auto pay with checking account/routing number via their website is not working properly. For many people when you go to submit it, it comes back with an error saying "Your premium could not be submitted", and to call customer service, which of course is impossible. The twitter rep advised to pay via their automated credit card payment over the phone. If you are charged a fee you will be refunded and they are now waiving the fee.

 

[DS4]

Here's how I am getting through. I dial at 7:59am. (7:58 is too early. 8am is too late.) I hit the line first. Its taking me about 15 minutes to get through. Then I have a list of client issues.

I was on hold yesterday to Blue Shield of California for over two hours. I had a stack of issues I needed help with. The BS of Ca computer system was designed by Fred Flintstone. Their system doesn't even show which dependents are covered!
So, I'm slowly working through my issues on the telephone with the CSR. After the 5th issue, the CSR tells me, "because of heavy call volume, they are limiting agents to 5 subscribers!". So I said to the CSR, "you are telling me that I need to hang up, call back, get in queue, and wait all over again?"
Please just shoot me!

 

[stuy119]

Insurers should allow agents to access the same information and tools that the Customer Service people have access to. After all, we know the customer better than they do, and we'll licensed, certified and E&O covered. Customer Service personnel are not.

KGMom219, you are right! Epic FAIL for BCBS-IL. Their desire to please home-state-boy Obama is creating chaos and hysteria inside the company and among a large share of their customers. They hired 500 temp workers, but where they are is anybody's guess. Wait until the 7 million BCBS-IL group members have to endure this in 10 months.

Everyone has been assigned to Indy processing until it's finished for 1/1 dates from the group department. I'm still waiting for a renewal (with plan change) for new cards for a group that was submitted on 12/13. I've been told they aren't finished with 12/1 changes yet.

That's for group.

 

[kgmom219]

Just another example how insurance companies are 10 years behind in technology. Students at UTD are advised not to go into the insurance industry because it is so bad and they will lose skills and never get a job outside of insurance. They hired a ton of contractors to do the programming, but most things did not go through testing. Just in case you couldn't tell.

On the plus side, I am currently on hold. In the middle of the this, I had a prospect call and sold him a policy. Switched back over, I'm still on hold. But at least its profitable!

 

[Ann H]

BCBSAZ is answering the phone fairly promptly. Tuesday I had a 6 minute hold time. All of my new accounts except one is problem free, and that one had a situation outside the norm (voluntary change in effective date). I had 2 cases where my agent number didn't get attached to the app and they fixed both of them without requiring an AOR. So, I'm pretty pleased with BCBSAZ at this point.

 

[DS4]

BCBSAZ is answering the phone fairly promptly. Tuesday I had a 6 minute hold time. All of my new accounts except one is problem free, and that one had a situation outside the norm (voluntary change in effective date). I had 2 cases where my agent number didn't get attached to the app and they fixed both of them without requiring an AOR. So, I'm pretty pleased with BCBSAZ at this point.

Ann, you are living in the land of Oz.
If you were here in California, you would shoot yourself. lol