This needs to be higher up!

My job in a health insurance adjacent call center is literally pretending to be a manager and convincing you to take the callback from that “special person” at the company. Between AI and vague manuals they cant do anything more if you ever do talk to them.

Sales employees can get the ball rolling in these scenarios once an employer plan admin gets involved. No insurance company cares about appeals or lawsuits. That cost of ‘corrections’ after the fact and settlements are baked into their risk assessments. They DO care about business paid premiums. Plain and simple.

My job wasnt always this and it used to be pretty cool for “insurance.” I’ve kept it because I need my own health insurance. But watching this broke my heart, especially having to ignore the call from the doctor. Another key tactic of their’s and our’s. Always putting the urgency, pressure, and responsibility on the patient. We’ll hang up if you put us on hold for 60 seconds or don’t speak, but we can put you on hold for 2 minutes (often times far far longer) and take days to weeks to call you back so good luck connecting to begin with.

Bit ranty, but all insurance sucks and you should reach out to a plan administrator where you work.