Customer Service, Is It DEAD?

On Tuesday I received a bill from my optometrist in Michigan saying that the insurance had rejected a claim. Worried because we I had seen the Dr. in December and they still hadn't been paid. I hate unpaid bills. I called them ASAP and was told the insurance said they had paid another doctor for the exact same amount and on the exact same day. I was worried that someone was using our insurance.

I immediately called the insurance company, who confirmed they had paid a different provided. I was told and I quote " I have to request the claims for review and will call you tomorrow". She even said she might call back that same day.

That was Tuesday and This is Friday and I hadn't been so I called back. I got the same rep on the phone she supposedly had my info in front of her. When I started talking she acted like she didn't know what was going on. I called her on it and she said she dealt with many calls and had no memory of me. Being my ever on edge self said "Don't you notate the policy" she said yes then put me on hold came back and did read what it said. I was then told that claim had been requested and sometimes it takes time. I asked " Why did you tell me you would call back in 24 hours?" She put me on hold again told me the person who had the claim was on break and she would call me back.

She did call me back this time and they did take care of it yesterday. So I was back to HAPPY forgetting that she had not done what she said. But then the customer service person said. Again I quote "We talk to many people and we don't have time to follow-up on calls" I quickly hung up the phone for fear I would go off.

My questions that popped into my mind after her comment was if you don't follow-up why tell me you are going to call me? If it takes a long time to get copies of claims why tell me you will call in 24 hours? How the heck is someone suppose to know the issue is resolved?

Customer service is NOT hard. Why do people make it hard?