IBX Horrendous Service

**wollstonecraft** · 06-23-2010, 08:56 AM

Does anyone else have atrocious service from Independence Blue Cross?

I've had recurring problems with their not sending premium notices, so much so that I maintain a one-cycle credit balance in case they fail to send a notice and I forget to babysit them. I wrote a letter to Sharon Galup, who manages member services, and she ignored me. I've had other problems getting through to their customer service people. This morning, when I called because I never got a premium notice, I was told that the system was "down" and I'd have to call another time. At other times, I've been told that because of a large volume of calls, they had to take my number and call me back. I've had them screw up an address change, and there are other problems I won't go into.

Anyone else going through this?

**Eames** · 06-23-2010, 03:06 PM

I haven't had the billing problems that you experience, but I can say that many times in the past I have gotten through to customer service and they were not at all helpful in answering my questions. They kept referring me back to calling my "broker" for answers that they obviously could have given me themselves.

I will say, on the plus side for IBX, they are allowing the "keep kids on the policy until 26" provision to go into effect now rather than waiting 5 years like the health care reform law allows. If your kid ages out during 2010 they will allow him to stay on, and you will be able to add back any kid who previously aged out, but is still 26 or less, during your next open enrollment period.

But I still have little nice to say about their customer service people on the phone.

**AskTeamIBX** · 06-23-2010, 04:30 PM

@wollstonecraft We are concerned about the difficulty you experienced and would like to look into your issue further so that we can help you. Please send us your contact information using our secure inquiry form at www.ibx.com/askibx so that we can have someone contact you directly.

Sincerely,
Ask Team IBX

**Reds** · 06-23-2010, 09:11 PM

Originally Posted by Eames

I haven't had the billing problems that you experience, but I can say that many times in the past I have gotten through to customer service and they were not at all helpful in answering my questions. They kept referring me back to calling my "broker" for answers that they obviously could have given me themselves.

I will say, on the plus side for IBX, they are allowing the "keep kids on the policy until 26" provision to go into effect now rather than waiting 5 years like the health care reform law allows. If your kid ages out during 2010 they will allow him to stay on, and you will be able to add back any kid who previously aged out, but is still 26 or less, during your next open enrollment period.

But I still have little nice to say about their customer service people on the phone.

Actually, the health reform law requires all plans to cover dependents to age 26 effective with the first renewal after 9/23/2010. So that requirement will apply to some plans and individual contracts beginning in the fourth quarter of this year, or at the latest, at some point in 2011. Not 5 years under any circumstances. IBX is on par with nearly every other health insurer that I know of in that they are implementing this provision early on a limited basis...not particularly generous, actually. (I work for one of those aforementioned "brokers".)

**wollstonecraft** · 06-25-2010, 01:00 PM

Originally Posted by AskTeamIBX

@wollstonecraft We are concerned about the difficulty you experienced and would like to look into your issue further so that we can help you. Please send us your contact information using our secure inquiry form at www.ibx.com/askibx so that we can have someone contact you directly.

Sincerely,
Ask Team IBX

Just now I visited this site, and got an online form to fill out. I filled it out, explaining about the recurring problem of premium notice delivery. It isn't overly frequent, but has occurred often enough that I carry a one-cycle credit balance. It happened again this month, June. I also mentioned in the form that getting through on your customer service 800 number is a challenge. I called first on June 23rd about the June premium, at 8:31 am, and had Vera tell me that "the system is down" and I'd have to call back. At other times I've gotten a recording telling me that the office was behind on the volume of calls, and to call back another time or leave a name and number. I'd hate to think of the outcome if I'd been calling about an urgent matter.

One other thing. I have the signed receipt to the certified letter I sent to Sharon Galup, so I can document that it was delivered to her office. Not replying was disrespectful of Ms. Galup. I don't think she would like her mother treated that way.

**wollstonecraft** · 06-30-2010, 10:34 AM

Here's an update.

In my correspondence with the IBX team, I mentioned the head of their member services, Sharon Galup, ignoring a certified letter from me some time ago, when I complained about the horrendous service. She ignored the letter, though I do have the receipt that someone in her office signed.

No one will even acknowledge that I mentioned that. They tell me they've sent out a second premium notice, so they've pronounced the matter "resolved."

First, it isn't resolved without a letter of apology from Sharon Galup for her show of contempt in ignoring my letter; and secondly, I never got the second premium notice. On June 29, 2010, I paid the amount due in person at their office on Market Street. When I explained to the teller that I never got a premium notice, she said, "Oh, we've been hearing a lot of that." So the matter of not getting premium notices isn't resolved, and it looks like I'm not the only one having trouble getting premium notices.

I also had an email from their office telling me that they need more information to figure out what happened to the first premium notice. I had a voice mail from them yesterday also telling me that the matter is "resolved" because a second premium notice went out, which contradicts what they're telling me in the email. The person calling from the "Special Programs" department didn't give a name, but she told me that if I had further questions, I was to call their customer service number--the same number where, even if you call at 8:31 am (it opens at 8:30 am), they might tell you that "the system is down" or "due to a high volume of calls," you should call back later, or leave a name and number, and someone will (allegedly) call you back.

I did receive their form letter informing me that my account has been renewed for the coming year, at my correct mailing address, so at some point they did have my correct address in their system. If my premium notices are going to some address unknown to me, then someone has changed my address with my authorization. If they are going to some incorrect address, I'm at risk for ID theft as a result of IBX's negligence.

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