Clients Who Complain

[FLM2]

I don't know about anyone else but most of the complaints and requests for help from my clients seem to happen either in the evening or over the weekend when there is nothing I can do to help.

I get an email yesterday from a client at 6PM because UHC has screwed up her payments (not applied her May payment in spite of 3 calls from me to fix it) because she went to fill a prescription and the UHC wouldn't honor the coverage.

Her email said, 'fix this immediately' as if I could call the CEO of UHC and magically get this corrected. I've really done everything I can (3 calls in 3 weeks with promises it would be fixed) and will call Monday morning and escalate but I can't fix broken insurance company processes nor can any other agent.

I would guess that over 80% of the client complaints I get are during off business hours, do the rest of you have the same experiences?

 

[pbbaseball]

oh yes, absolutely. got a text at 3:37am on wednesday. She works first shift, same thing, unapplied premiums from UHC. What can I do at 4am? Definitely wanted to call her the next day at 2am with the results.

Now I just don't respond when they call or text after hours. I used to try to make everyone happy, but you never quit working at that rate. I don't even listen to voicemails now because I know I can't do anything about it until the companies open back up.

 

[sman]

While I get the occasional complaint, I guess I've been fortunate in that the client understands it isn't my fault. I will go above and beyond to help get any problem solved, but sometimes there's nothing you can do once you've made the carrier aware of the issue.

I had some serious issues with Coventry this past OEP. So much so that I got to the point where if someone wanted their plan because of the lower premium I would tell them they'd have to find another agent to work with. There comes a point where you look like an *** because you've told the client the carrier is working on the problem and 2-3 weeks later it still isn't resolved.

I recently had a client who had an issue with a UHC PDP plan. He told me he never wants them again. Even if he has to pay more money. These carriers need to hire people who have critical thinking skills and empower them to handle problems. But I know that's too much to ask.

 

[Norwayguy]

I recently had a client who had an issue with a UHC PDP plan. He told me he never wants them again. Even if he has to pay more money. These carriers need to hire people who have critical thinking skills and empower them to handle problems. But I know that's too much to ask.

Isn't that what you're for and what they pay you all of $26 a year for?

 

[sman]

Isn't that what you're for and what they pay you all of $26 a year for?

Hey if the carriers would give me access to their systems I'd have no problem correcting client problems.

 

[Norwayguy]

Hey if the carriers would give me access to their systems I'd have no problem correcting client problems.

No no no that's what the producers not so help desk is for.

 

[FLM2]

I called UHC this morning and was told by agent services it takes 5-10 days to fix an unapplied payments issue and since I called on June 1st (I had called about 10 days earlier but didn't get the trouble ticket number) this was only day 5.

After some polite cajoling (I actually was really polite) I was able to get it escalated, that means it should be resolved in 24 hours.

I don't believe the 24 hours but do believe the escalation will get this in front of others that are being fixed.

It appears the key is to say that the client is being denied benefits, that seems to give the Agent Services CSR the ability to escalate the ticket.

Needless to say, all of this is ridiculous.

 

[sman]

No no no that's what the producers not so help desk is for.

Oh, my bad. I'll try and remember that next time.

 

[G.Gordon]

They don't really want you to "fix this now" as in right that minute. If they did they would call your cell phone. I take those voice mails, emails, or text as "when you get back to your office" request. I'm not doing anything on the weekend that is not a true emergency and that I can not have a reasonable ability to do something with outside of normal insurance activity hours.

If they are a level ONE client (refers others or a well known name in town) I will call them back with "just wanted to let you know I got your message and have cleared the first hour of Monday to handle this (again)".

 

[FLM2]

They don't really want you to "fix this now" as in right that minute. If they did they would call your cell phone. I take those voice mails, emails, or text as "when you get back to your office" request. I'm not doing anything on the weekend that is not a true emergency and that I can not have a reasonable ability to do something with outside of normal insurance activity hours.

If they are a level ONE client (refers others or a well known name in town) I will call them back with "just wanted to let you know I got your message and have cleared the first hour of Monday to handle this (again)".

that is an incorrect assumption, the client really wanted it fixed 'immediately', I know her and her boss very well...