After months of anxious anticipation, insurance policies purchased under Obamacare finally went into effect on January 1. We’ve been told the new regime would be Heaven on Earth, but some Californians are finding that things aren’t quite so peachy. As Twitchy reported, Anthem Blue Cross (the largest insurer in California’s Obamacare exchange) has been inundated with complaints from enrollees (or those trying to enroll) who can’t get through to customer service staff. That was two weeks ago. Judging by the tweets we’ve been seeing the past few days (see below), not much has changed.
@AnthemPR_CA called to get ID# and was told wait was 26 min. I waited over 1hr26min still no answer! Take my $ but can't ID cards!
— Jackie Rice (@mrsjackierice) January 23, 2014
@AnthemPR_CA your customer service is a joke. I can't even get through to talk to someone regarding multiple premium bills. Wtf.
— patdeezy (@the_patdeezy) January 22, 2014
https://twitter.com/jasonbayani/status/426100198406774784
@anthempr_ca How do I reach someone. I spend 5-10 minutes going through phone tree then get told you can't take my call!
— Josh Weinberg (@joshuaw) January 23, 2014
Really@askAnthem? On hold over ONE HOUR . No one EVER helped me. I Spend $$$$/mo. VERY unhappy. Web site useless.#fail.@AnthemPR_CA unreal.
— Allison Le Biavant (@atelierallison) January 21, 2014
https://twitter.com/MissShevaughn/status/425337643992248320
https://twitter.com/satish4324/status/425354237199937536
@AnthemPR_CA WHY AM I RECEIVING A BILL???? I HAVE ALREADY PAID YOU PEOPLE!!!!!!
— Tim Davis (@HandsomeTimmyD) January 19, 2014
On hold for 43 minutes no end in sight @AnthemPR_CA. Seriously?
— Kelli Moors (@kellimoors) January 23, 2014
@AnthemPR_CA Is anyone on the broker services line? Been on hold for hours and haven't gotten through in 3 weeks!
— Onstad's Ins. Agency (@OnstadsIns) January 23, 2014
@AnthemPR_CA @AffordableCare1 Need to see a doctor for STRESS after trying to pay new #ACA premium due dropped xferred HOLD time epic fails
— RAVEN le MAVEN (@Redrum_of_Crows) January 23, 2014
https://twitter.com/Erinjoyhenry/status/426392325590249472
@AnthemPR_CA I have several clients who paid online, got CONFIRMs , not hit bank acct yet, no ID cards yet & not showing active HELP! Plz!
— Darci Gutierrez (@DGIServices) January 23, 2014
@AnthemPR_CA your phone tree is shit. took 8 minutes to get through it and verify zip and DOB THREE TIMES, and you closed right as I did
— Rick Caplan (@rick_caplan) January 23, 2014
@AnthemPR_CA for what people pay you in premiums every month, you better start putting a human on the phone faster. get your shit together
— Rick Caplan (@rick_caplan) January 23, 2014
@AnthemPR_CA It has been nearly a week since I emailed you and paid you, and I've received no receipt or services. What is your problem?
— Sam Houston (@samhouston) January 23, 2014
@AnthemPR_CA 4 hour plus now on hold with agent services: individual line. I could've walked to TOaks to get my answer. #cmon
— Ryan Mayer (@rmayer151) January 23, 2014
@askAnthem Passing one hour on hold. Think we can make it two ? I do ! Let's get there together @AnthemPR_CA
— David (@Dave__52) January 23, 2014
apparently billing issues are worse than thought @AnthemPR_CA .one of my clients payment history online reflects someone elses name and CC#
— Darci Gutierrez (@DGIServices) January 22, 2014
30 minutes on hold, phone started ringing like I was being connected. Did that for 3 minutes. No one picked up. @AnthemPR_CA strikes again.
— Christina (@cb2705) January 22, 2014
https://twitter.com/salmond01/status/426080988578324480
@AnthemPR_CA My mom is receiving bills for new enrollment payment she sent in Dec. Called to confirm payment, on hold for 70mins so far
— Chris Goodmacher (@cgoodmac) January 22, 2014
https://twitter.com/bobdavis84/status/426071593979109377
https://twitter.com/carpetscott/status/425832604030341120
@AnthemPR_CA thanks for making everything more stressful. Haven't gotten cards so I'm paying out of pocket for all meds. #cancerproblems
— mc (@michcarp7) January 22, 2014
@AnthemPR_CA I have been on hold trying to pay a bill for over an hour! Your company should be #ashamed of its customer service!
— Krista (@krista_eliza) January 22, 2014
@AnthemPR_CA You took money from my account, sent me a new card yet apparently I'm not covered. And no one answers the phone. Fix this.
— Shana Wilensky (@ShanaWilensky) January 21, 2014
https://twitter.com/yousseftaki/status/425764868671549440
1hr 12min wait to talk to someone @AnthemPR_CA
— Jor Law (@jorllaw) January 21, 2014
@AnthemPR_CA still on hold trying to get you to deposit my check & refund my pediatric dental (since I am not a father to said "pediatric")
— Adam Meyers (@ahmeyersLA) January 21, 2014
hey @AnthemPR_CA as the song goes, I can only hope to hate you more tomorrow than I do today. hanging up. back to work. #refundmysix
— Adam Meyers (@ahmeyersLA) January 21, 2014
@AnthemPR_CA After taking my $, delayed notifying of enrollment, & enrolling me in the wrong program, they still won't answer the phone.
— malibufire⚖️ (@malibufire) January 21, 2014
@AnthemPR_CA On phone to ask ? re: bill – 'connecting'/on hold 1 hr, now 'ringing' for (so far) 35 min – still no one picking up.
— Joan Johnson (@JoanCJohns) January 21, 2014
@AnthemPR_CA I can't believe it, I was hung up on by a frustrated customer service rep while trying to pay my bill!
— Scotty G (@scottyg7) January 21, 2014
@AnthemPR_CA Still waiting for a call(promised for today). Recording states that Anthem offices open on MLK #AnthemFAIL #InsuranceFAIL
— Ellen Herbert (@EllenCHerbert) January 21, 2014
@AnthemPR_CA The bill says for us to call member services using the number on the back of our insurance cards – which we don't have.
— steve mehallo, c.f.t. (@mehallo) January 20, 2014
https://twitter.com/SaraMorrison/status/425384631035125760
Blue Shield California is reportedly the second-largest insurer in California’s Obamacare exchange. The customer service situation there appears to be every bit as awful as Anthem’s:
Hey @BlueShieldCA, I need to speak with someone about a billing error on your end, and no one is taking my call.
— Matt Fried (@iammattfried) January 22, 2014
@BlueShieldCA SCREW YOU!! Cant electronically refund the money you mistakenly took? 7-10 bus. days for a check???? absolutely ridiculous!!
— Tony Giallonardo (@tony_g1122) January 23, 2014
@BlueShieldCA thanks to your mistake ill be out an extra $150 in overdraft charges and your employees offered nothing to help! fuck me right
— Tony Giallonardo (@tony_g1122) January 23, 2014
Just in, email from @BlueShieldCA "didn't get yr premium $ for Jan." 2 hrs ago spoke with BS rep who confirmed receipt of pmt for Jan & Feb.
— hantek (@tekhan) January 23, 2014
https://twitter.com/tekhan/status/426489284334338048
https://twitter.com/tekhan/status/426491177982894080
@TeamShieldBSC 2 days since i sent follow up q's. very concerned re termd status in pay sys, won't let me pay for feb. need help urgently
— Travis Choma (@travischoma) January 23, 2014
https://twitter.com/songwritersplay/status/426456810808029184
@TeamShieldBSC Trying 2 find which doctors plan covers. Website unclear. Sent email 2 wks ago, no reply. Cant call b/c no1 answers. Plz Help
— Nash Collins (@NashCollins) January 23, 2014
Tried 2 call @blueshieldca for my stressed cousin & spammed 4 a cruise 2 Bahamas. Couldn't get to an agent who wrote ltr to her. Not cool!
— Staci Hayes (@hayesstaci) January 20, 2014
https://twitter.com/toddychan1/status/424711815948288000
@BlueShieldCA my payment was processed incorrectly– how can we possibly get through to customer service??
— Becca Eliasen (@beccaeliasen) January 23, 2014
https://twitter.com/norweegianwood/status/426391926586109954
Ok @BlueShieldCA I signed up, paid and you still won't answer the phone. I get NO love. When do my cards come? Help! #BlueShield #Obamacare
— Jon Simmons (@jonwsimmons) January 23, 2014
@CoveredCA Still waiting for ID card from @BlueShieldCA because of their billing mistakes and paperwork delays. Signed up 40 days ago.
— Aaron Dickinson (@AaronSOLD) January 23, 2014
@BlueShieldCA Frustrating beyond measure as I now have doc & prescriptions I paid for that I have to go back and re-run once I get ID card.
— Aaron Dickinson (@AaronSOLD) January 23, 2014
@TeamShieldBSC @BlueShieldCA You want to improve? 1. Honor provider list, stop fraud. 1. Answer your phone. Pretty easy!
— Howard Siegal (@CodyHopkins) January 23, 2014
https://twitter.com/tvladeck/status/426145095105011712
hey @BlueShieldCA I need to make a change to my billing, but no one has answered the phone all day. #bummer
— Becca Eliasen (@beccaeliasen) January 22, 2014
@BlueShieldCA is THE WORST customer service I've ever experienced (& I'm a Comcast customer). The phone tree to keep you out is impressive.
— Geoffrey Orthwein (@geoffreyo) January 22, 2014
@BlueShieldCA How not to do business: "All our representatives are busy…call back at a later time." #fail
— The Key To Chic (@TheKeyToChic) January 22, 2014
https://twitter.com/danileh/status/426073912783278080
@TeamShieldBSC Sure, but every time I call you guys, I get hung-up on, a busy signal, or disconnected. I wouldn’t call that “diligent”.
— Matt Fried (@iammattfried) January 22, 2014
https://twitter.com/ChelsLady/status/426067382486827009
Hey @BlueShieldCA, you just hung up on me AGAIN. I’m at risk of losing my insurance because of your error. Pretty sure this is illegal.
— Matt Fried (@iammattfried) January 22, 2014
I’ve sent @BlueShieldCA all the payments they need via Covered California, but they claim I owe them 2 months of payments….
— Matt Fried (@iammattfried) January 22, 2014
https://twitter.com/Qnhatshepsut11/status/426047495580307456
@BlueShieldCA customer service sucks… Got hang up on by voice prompt, saying everyone busy, call back later!! Really???!!! Like I am not!
— Ben Levy (@BenLevy74) January 22, 2014
@QueenofSpain We are right there with you. No ID, not answering phones, and $400 in finally caving for our meds @CoveredCA @BlueShieldCA
— Kristi Davis (@KristiBug) January 22, 2014
@BlueShieldCA @TeamShieldBSC Enough with hi call volume. It’s several weeks already. Ur provider list is totally fraudulent.
— Howard Siegal (@CodyHopkins) January 22, 2014
it's nice @BlueShieldCA has sent me 4 letters about paying them (mailed after I paid them), it'd be nicer if they sent me my insurance card
— Damon Shanle (@shanled) January 21, 2014
https://twitter.com/Qnhatshepsut11/status/426047495580307456
Now in the 3rd week of January and unable to reach @BlueShieldCA to discuss the incorrect policy they enrolled me in. #Obamacare #healthcare
— chris (@cphartman) January 21, 2014
Lousy customer service is just the tip of the iceberg.
Here’s a tweeter who says the entire UCLA Medical System has been dropped from Blue Shield’s provider network:
@BlueShieldCA So you guys dropped coverage of the entire UCLA Medical system as of Jan 1 2014? THANKS FOR LETTING ME KNOW.
— Rachel Yonda (@rachelyonda) January 21, 2014
Here’s a similar complaint from a tweeter who had hoped to receive treatment at Eisenhower Medical Center in Coachella Valley:
https://twitter.com/billnandy/statuses/425680346706087936
Nervous yet, Californians? If you’re in an Obamacare plan, you probably should be:
A bit nervous as all my dentist options in my @BlueShieldCA network have awful reviews on @Yelp
— john hayato (@johnhayato) January 23, 2014
I think @AnthemPR_CA just picked the shitty doctors in our area to be on their new plan… #obamacare
— April Wheeler (@LABeachmom) January 23, 2014
https://twitter.com/ChelsLady/status/426078560395067392
@askanthem @anthempr_ca FINALLY enrolled me. The PCP they gave me has 1 star on Yelp & here's my clinic. pic.twitter.com/wE9fYPWzX2
— Eli Newell (@elinewell) January 23, 2014
@AnthemPR_CA
Still waiting for my card Upset none of my docs facilities hospitals in Oakland Berkley contracted with your exchange plans.
— Dee Carlson (@deecarly) January 20, 2014
https://twitter.com/TheIntrepidOne7/status/424458419219619840
https://twitter.com/VeryPROUDAuntie/status/425721346237034496
Presumably, not everyone complaining about his or her health plan is an Obamacare enrollee. On the other hand, a majority of people who enrolled in California’s Obamacare exchange signed up with one of the two insurers mentioned above (i.e., Anthem Blue Cross or Blue Shield California).
In short, if you like your doctor, you may not be able to keep your doctor. But — great news! — you can keep your craptastic Obamacare plan that won’t answer your phone calls.
Congratulations, California!
Related:
‘This is insane’: Staunch Obamacare supporter getting screwed by Anthem Blue Cross
‘Your system is broken’; Californians have had it with Blue Shield
California Obamacare provider inundated with complaints
Obamacare train wreck: Stage IV gallbladder cancer survivor can’t keep her doctors
Keep your doctor, period? Meet Americans who say they already lost their docs under Obamacare
Missouri’s largest insurer excludes top hospitals from its Obamacare-compliant plans
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