No easy access to health care

By Lila Bricklin

When will Independence Blue Cross fix what one of its own supervisors described as "unacceptable service and delays"?

Blue Cross, which I'd joined through the federal marketplace in 2013, had notified me that my premiums would be increasing 45 percent for 2015. Needing something more affordable, I returned to HealthCare.gov in November, but the site was down and the people I spoke to by phone were no help. So I tried going through Blue Cross.

The sales agent said my cost would not change - despite the notice to the contrary - and my reenrollment would go through "seamlessly." That call took two hours. A few days later, logging additional phone time, I learned that she was wrong. My premium would go up on Jan. 1. I was back at zero.

After multiple conversations with a supervisor, I enrolled in a downgraded plan that was only 11 percent more expensive than my 2014 insurance. I received letters to update my profile online, at www.ibxpress.com. That's where members can manage their accounts, make payments, and access benefits and claim information. But I didn't find the site user-friendly, so I had to call again. That meant 30- to 40-minute stretches on hold and several disconnections. Everything seemed straightened out on Dec. 30, except electronic bill payment, which I was told could only be finished in the new year.

On Jan. 5, I tried logging on to my account, but my health insurance had vanished. After more phone time and frustration, I was assured the problem would be resolved in 24 hours. Not so, and I logged many more phone hours on Jan. 6 and 7. The lack of staff to handle call volume and their inability to help was astounding.

On Jan. 8, I called my pharmacist to refill a couple of prescriptions. Declined! So I e-mailed Daniel J. Hilferty, Blue Cross' president and CEO, describing my plight. I had paid my January premium on Dec. 19 but didn't have access to health insurance.

On Jan. 12, I spoke to Damita Horton, a supervisor in executive inquiries who had been assigned to my case. After 45 minutes, she was unable to access www.ibxpress.com and said that electronic payments could not be set up until February invoices were issued. She also didn't have authority to grant credits for what she called "unacceptable service and delays." She needed to speak with her manager.

Two days later, Detra Davidson, a customer service manager, called to tell me that a credit for my February premium had been approved. The next day, I tried refilling a prescription and was told the brand co-pay was more than $1,900. ("A glitch," Davidson told me later.) Ultimately, the co-pay went up $20.

I wonder what other surprises await.