Recently, I went to my doctor for an annual check-up.  Yesterday, I received an EOB (explanation of benefit) from my insurance company (Blue Shield of CA) which yielded more questions than answers.  Rather than tying myself to a phone for endless hours to get some answers, I opted to write them via their online form.  Today, I received an email response, and I want to share it with you to show you how ridiculous customer service has become!  First, the email was obviously a canned response because they asked for something that was already referenced in the email.  Second, the information they seek is readily available at their fingertips, yet instead of looking them up, they opted to write to me to ask for them!

The part that really gets me is, there’s absolutely nothing I can do about it short of quitting my job and finding a new one that has an insurance plan with better customer service.  I would love to hear your thoughts on how to make a stance against this kind of poor (non-existing) customer service.  Or if you’ve been on the receiving end of this kind of poor service, please share them too.  Please leave them in the comment section — thanks!

Dear Ceres Chua,

Thank you for your inquiry regarding services provided on August 27.

In order to better assist you, please provide us with the exact date of service (my note: hello? The date was referenced in the previous line) and the name of the physician (my note: this information IS in their database and accessible through a few keystrokes) and we will be happy to assist you further.

Please do not reply to this email as replies to our responses are not monitored. Thank you for using blueshieldca.com to assist you toward a speedy resolution.

If you require additional information please call the member services number on your Blue Shield ID card. We are here to help. (my note: really, now?  Call me a skeptic, but if this email is so utterly not helpful, what could possibly make me believe that you will be helpful when I call?)

Sincerely,
The Blue Shield Customer Service Team

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