She is approved! They actually called!

After all the nagging and persistent calling we just received a phone call (yes a phone call!) from BCBS of Georgia that our daughter was approved.

That is great news.

It still doesn't let them off the hook for all the run around they gave us for the last month.  If I would have known that is what it took I would have called them every day last month.

Great news for the weekend.

BCBS of Georgia Run Around

I wanted to start this Blog to document the situation we are having trying to get our healthy and happy daughter insurance.

Being recently laid off I needed to get our kids health insurance.  We applied for the Tonik health care plan on August 1st for both of the kids.

We received a letter dated August 4th telling me that our daughter was denied coverage for a condition our chiropractor had mentioned diagnosing or treating.

We called BCBS of Georgia that week.  They explained we would need to fax in a letter from the doctor stating we wanted to have it appealed.  We also explained we had received documents from BCBS of Georgia stating our entire family could not be denied coverage due to pre-existing conditions (which is why she was being declined).  The woman explained we could use this as well as part of our appeal but my daughter's file would have a pre-existing record in it with this approach and the doctor was the better option.

We were told the appeal would take 10 business days to be reviewed and get an answer.

Here is where the fun starts.

August 13th:  

The chiropractors office faxes in the appeal letter for us to the fax number provided by their customer service rep.  

Approximately August 28th:

We contacted BCBS of GA to check on the status of the appeal.  We were told the fax was not received until the 15th of August and they needed two business weeks.  They were over their allotted time at this point.  They said it was still in medical underwriting at this time.

September 3rd:

Spoke to a customer service rep we'll call, Lizzy.  Lizzy told us it was still in review in medical underwriting.  She told us the fax was received on 8/15 but was not put into the review process until 8/19.  Lizzy confirmed it would take 14 days or two business weeks for review.

I explain to Lizzy I feel like I am getting the run around because every time we check in we get a different answer or new information.  I ask to speak with her supervisor.  I am told she is not available but Lizzy took my phone number and said she would have her supervisor call me.  I asked for her supervisors name and she told me Cindy.

September 4th:

Spoke to customer service rep we'll call Tammy.  Tammy reiterated Lizzy but when pressed on what it means to have something put "into review" she says someone physically has it in their hands.  Tammy then tells us the process can take 2-4 weeks to review the appeal.  When asked if this is business weeks she confirmed it is.  This is different than the 2 business weeks/ 10 days we have been told prior to this call.  

Tammy also spoke with Cindy, the supervisor, regarding the status of the appeal.  Tammy told us Cindy had put a "rush" on it to get it through faster.  It wasn't really faster as it should be out of medical underwriting next week anyway.

September 5th:

Spoke to customer service rep we'll call Christine.  Christine was not as friendly as the others.  I think we are getting a rep over there at customer service.  

Christine confirmed the appeal was submitted to medical underwriting on 8/19.  She said it can take up to 30 DAYS to get appeals reviewed.  This is news.  We're now talking up to 6 weeks at this point.  Insane! 

When pressed about Cindy placing a rush on the appeal she informed us Tammy had "requested" Cindy put a rush on the appeal not that Cindy had actually done it yet.  Christine then told me Cindy had my contact information and will be in touch.  I doubt it.

We will continue to call every day until this is resolved.  We have told them this as well.  I am sure we will speak with each and every customer service rep at some point.

Another installment coming on Monday 9/8.