Health insurance is not meant to be follow-up phone calls about why this and that isn't covered. Health insurance is about a peace of mind.
— Jennifer Ng (@jennism) March 21, 2017
Sometimes I think when people say healthcare is broken, it’s really about this. It’s about the cost that so many of us have to go through to get quality care.
Also customer service. When I speak to customer service as I did today, my language is devoid of any cursing or high volume. I speak in an even tone, as if I was explaining a concept to a student. But in it all, I said the words “I am disappointed” and asked “how can you help me?” But at some point out of frustration, I couldn’t help but say, “So it seems like incompetence has surfaced here. I don’t you as a representative have incentives to help your customers.”
What happened to: “I hear what you’re saying. I understand how frustrating it can be. I would feel the same way as you do.”
None in this case.