- Report: #1090882
Report - Rebuttal - Arbitrate
Complaint Review: Highmark Blue Shield, Pennsylvania
Highmark Blue Shield, PennsylvaniaCamp Hill, Pennsylvania USA
Highmark Blue Shield, Pennsylvania Highmark Blue Shield rips off senior citizens by stalling reimbursement payments in hopes they give up trying to collect what they are owed. Camp Hill Pennsylvania
*Consumer Comment: Angelo,
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Highmark Blue Shield's business model appears designed to intentionally frustrate senior citizens with bizarre "customer service" practices, apparently in the hope that they will give up trying to receive the reimbursements to which they are entitled under the contract with Highmark that they and their employer have paid for.
I don't say this lightly, but rather because of the accumulated effect of the following factors:
1) Every call I make to Highmark takes an hour or two, with most of that time on hold;
2) Highmark employees refuse to divulge their last names;
3) Highmark employees refuse to let me speak with their supervisor;
4) Highmark employees refuse to tell me the name of their supervisor;
5) To reach the correct office to ask about reimbursement, you must go through the telephone queue (another hour on hold) and when you finally get to speak with someone, they say "We don't handle that," but then offer to connect you--but they are not permitted to give you the direct dial number--you must always go through the queue;
6) Reimbursement forms--which can only be submitted on paper delivered by snail mail--cannot be downloaded from the Highmark website;
7) Requesting reimbursement forms by phone involves an hour or more on the phone;
8) Requested reimbursement forms that come from Highmark by FAX are indecipherable due to shading designed into the form;
9) Highmark promises to send blank reimbursement forms by snail mail with delivery in 10 days to two weeks; and finally,
10) The same information contained in the paper receipts that must be snail-mailed to Highmark for reimbursement by annuitants (since electronic submission is not permitted) already exists in electronic form in the Highmark system--having been sent directly from the pharmacy at the speed of light the day the transaction takes place!
Every weird policy quirk I just cited has the same downside to senior citizens (delay in receiving reimbursement checks), and the same upside to Highmark (delay in issuing reimbursement checks). [continued below]....
We filed reimbursement forms on June 9, 2013. Today is October 10, 2013, four months later. My wife is still owed a reimbursement check and Highmark cites various mistakes as the reason for the delay. Although we changed our home address 17 months ago, and my wife and I have each received snail mail regularly from them at our correct address, Highmark insists that their system still shows the old address for her, and that's the reason for the ongoing delay.
I believe that Highmark Blue Shield is running a scam designed to rip off senior citizens.
Sometimes there's a fine line between mere incompetence and intentional fraud.
But everytime Highmark makes a mistake, they seem to benefit from it, suggesting that they've crossed that line.
You be the judge.
This report was posted on Ripoff Report on 10/10/2013 07:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/Highmark-Blue-Shield-Pennsylvania/Camp-Hill-Pennsylvania-17089/Highmark-Blue-Shield-Pennsylvania-Highmark-Blue-Shield-rips-off-senior-citizens-by-stall-1090882. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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