January 27th, 2007

Bad bad bad!

I'm still shaking my head over this one. I work at a medical and dental insurance company. We are not Manulife, Sun Life, Great West Life or any of the other huge companies out there. One of our "procedures" when we get claims for a member whose spouse is also insured with us: we "coordinate benefits" in that we pay the balance of what one plan didn't pay into their spouse's plan. I handle claims for a group in North Bay Ontario and I really love the clients as they are typically very nice and helpful whenever I need more information or anything.

One client goes to this dental office and his wife is also insured with us. In order to coordinate benefits, we require both members' signatures, as their signature is really consent to open their files. The dental office continually sends us his and his family's claims with only one signature. I've let it slide many times but we have to start enforcing this procedure if only one signature is present after a while.

I came up with a solution for the dental office: Give the claim form to the member so that when he goes home, his wife can sign the form and they can send it off in their courier at work. I call the dental office and the woman who answered the call immediately started flipping out on me. She says "We find it ODD that you ask for this but no other insurance company does". Point taken. But then she repeats this like she's on autopilot several times. I tried to interject so I could propose a solution but she raised her voice "WE FIND IT ODD BLAH BLAH SLDKJFSKLDJFIOEWJFOEJFSOEJF" not letting me get a word in. She was yelling at me over the phone because other insurance companies don't ask for two signatures. I can understand that, it is a pain, but I'm only...doing...my...job. So while she was frothing at the mouth I just said "THANK YOU" and slammed the phone down. I was going to let it slide, like I said but this woman just blew it.

I really hope she doesn't talk to their customers like that! I think she thought that since I was just an insurance rep and not a customer that she could yell at me to her liking.

I had to call the member's spouse and let her know that instead of letting it slide this last time like I was going to, I'd be sending her the form to sign so I could pay the rest to the dental office. The spouse was WONDERFUL. I let her know that normally this wouldn't be an issue but the dental office was being difficult. She actually apologized for them, and I told her thanks, but not her fault! :) We discussed her signing a form in advance and giving it to her husband and that was fine with her.

Blehhh I just wanted to cut to the chase with the dental office and make things go smoother but NO! I think I need a hug.
Gypsy Eye

you have to be psychic to shop here

Bit of a backstory - my younger brother lost his job on Halloween. New management took over the apartment complex he worked for and the woman in charge was an ex-friend of my mom’s. She came up with a bogus reason to fire him, then denied his claim for unemployment. Which means he hasn’t had any income since then, and with a wife and two kids to support, his savings went pretty fast. Anyway, he got hired at a warehouse on Friday and starts his new job Monday.
Since most of his extra cash has gone to buy stuff for the kids, he hasn’t gotten anything for himself. He’s been using his wife’s shampoo, ‘girly’ scented shaving gel, her razors, etc. (most of which came from my mom). So I decided to be the good big sis today and do some shopping for him. (backstory part 2 - I got a Visa gift card as a thank you gift and decided to spend it on him).
We went to Dollar Tree, which is the most wonderful store in the world if you need a buttload of stuff and don’t have much money. I loaded the cart up with all sorts of personal hygiene stuff, sandwich bags, snacks, an insulated mug - all the stuff he would need to take his lunch to work and make it there not smelling like a lavender field.
Now, I’ve shopped at this particular Dollar Tree store for the past 2 years since it opened. I’ve used my personal Visa card there on several occasions, along with my mom’s MasterCard. I put all my stuff on the belt and get out the card while the girl rings everything up. The total came to $30 and some change. She asks if I’m using debit or credit and I tell her credit. I slide the card through and the thing says it’s processing. A minute passes and it still says “processing”. Another minute, still processing. Finally after a few more minutes, the girl cancels it and tells me to slide the card again. Same result. The third time she tells me the slide the card, and I’m about to put it into the card reader and she asks me what kind of card it it. I tell her it’s a Visa gift card, thinking maybe it’s not going through because it’s not a “real” Visa, when she looks at me and says, “oh, sorry about that. We’re only taking Discover cards right now.” Seems they lost their contract or whatever with MC and Visa at the end of last year. I then ask her why she didn’t tell me this when she asked if I was using credit or debit or why there wasn’t a sign on the door stating that (ya know, like maybe under the sign that lists the credit cards they accept??). She shrugged and said, and I quote, “Everybody else knows.”
Needless to say, I went to Walmart and did my shopping for a lot more money.