Blue Cross & Blue Shield of TX

Aug 3rd, 2021

The five stars should go to the customer service agent, Benvor. I called the customer service team several times. The agent called Benvor helped me a lot! He not only clearly responded to my questions but also called to the facility I went to make sure they have the correct information to claim the bill. Benvor provides great service and high-quality problem solving skills. I was not able to click the right keys at the end of the survey with two questions. I hope the scores will not affect Benvor's performance because he is the greatest agent I have ever spoken to. I wish the company can appreciate excellent staff like Benvor.
Apr 28th, 2021

I applied yesterday for BCBS Gold 808. The rep yesterday told me and verified my PCP for 20 years is covered and medications I need for my son and myself are covered. Today, I received an email from BCBS stating PCP information was missing. I called to BCBS to figure out why. The rep was difficult to understand and I had to explain 4 times that I applied for coverage yesterday as she understood I made changes yesterday to an existing plan. I had to eventually pick some unknown PCP just to get the application going. I then asked about the medications I needed covered to be sure I was applying for the correct plan. The rep had to transfer me to another rep. I explained my concern and need to verify that my son's vital medications were covered. Rep #2 stated she could not tell me due to not being a member. I explained, again, that I applied yesterday for a specific plan and just needed to know if that plan covered the medications we need. She said she could not help and would transfer me to sales. Rep #3 answered and I had to explain my situation all over again!!! She responded she could not answer that question either. I asked if BCBS doesn't have medications listed per plan? And if not, how can people apply for the correct plan if they cannot tell a prospective client if the medications are covered. The Rep could not answer that and stated she would transfer me to another rep. I was then put on hold, thought I was being transferred to another rep, after hearing the phone prompt for about 1 minute, I realized I was transferred to the main prompt and I had to pick again from the beginning. Rep #4 then answered, I explained my situation for the umpteenth time, She also told me she could not help. I asked to speak with a supervisor who was NOT helpful. My question was simple, if I was a prospective client, and I called BCBS, who could help me pick a plan based on my needs. She answered "sales". So, I asked to be transferred to sales. As of this time, writing this, I've been on the phone with BCBS for 1 hour and 18 minutes trying to get a simple answer - are the medications I need covered under a particular plan? I'm still on hold waiting for sales... As a customer service director for a hospital system, I have to say this has been a horrible experience. Rep #6, sales rep, is now telling me he cannot help and is transferring me to another department. Time on phone - 1 hour 25 minutes now. I am with Rep #7 with the health plan specialist. She is telling me now she cannot pull up any info to help me without starting the enrollment process which I already. She then transferred me to BCBS Texas member services. I am fuming at this point! Rep #8 was great, Dustin, he patiently heard me tell my situation over again, took the info and looked it up. Voila! Without giving extensive info, he looked up the plan, my prescriptions, and confirmed they were covered at various tiers. Time on phone up to this point - 1 hour 42 minutes. Dustin deserves 5 stars, but BCBS gets 1 for this whole stupid run around! He then found an issue with my enrollment, and we worked it out. Also, I learned the representative through the marketplace was giving me outdated information - that is NOT acceptable either. I ended the call with Dustin and waiting for marketplace rep to call me. Again, 5 stars for Dustin, I hope he gets promoted soon. Total time on phone with BCBS was 2 hours 5 minutes.
Nov 30th, 2023

Apr 2nd, 2021

Oct 22nd, 2019