Ok, Im sorry, but I just got some sweet satasfaction out of this...

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "I need to update my credit card details for payment and also my address and phone numbers, so basically I just need to update everything in my policy, I want everything changed"

Me - "Certainly ma'am, I can help with that"

*I get off her the policy number and name of the primary member*

Me - "Okay, and just for security, may I please have your date of birth?"

Stupid Customer - "Um....um...ah....no, no sorry I don't give that out over the phone"

*I do get people say this every now and then so I am not yet compeltely suspicious*

Me - "Okay ma'am, no problem, I can use other security questions. Now just to get to those, I will just need to open up the whole policy. For that I will need to please confirm the address that we currently have on file for you"

Stupid Customer - "That's one of the things I'm calling to update"

Me - "Yes ma'am, that's fine, I just need to confirm what the old one is, the one we would currently have on file for you, so I can bring up the rest of the policy and go from there"

Stupid Customer - "Ummmm....um, yeah, ummm I don't remember what it was. It was from ages ago. I just want to change alll the information on this policy okay, just change it all"

Me - 'Okay ma'am. The home telephone number we have at present and the mobile?"

Stupid Customer - 'No they're old too, I need to update all those as well"

Me - "I understand ma'am, but in order to update any policy detail here I will need to verify the information it is that we are replacing"

Stupid Customer - "Okay well yeah, it's all old and I don't remember any of it ok. I just need to change it all"

Me - "Okay ma'am. Well, can you please provide the last 4 digits of the credit card that is currently being used to pay the account?"

Stupid Customer - "Um, no, that's ones, um, closed. It's old. I don't know what it is. I don't have a credit card. "

*NOTE - the card has successfully being debting for a long time. No knock backs. If a card account hasbeen closed, we get a knock back with an error message stating 'account closed - refer to customer"

Me - "Okay ma'am, well the only other thing I can really use for ID here is for you to provide me with the last claim that you made on the policy"

*NOTE - there was a dental claim made just 5 days earlier by the member on this policy*

Stupid Customer - "Um, nar, nar I haven't claimed in, like, ages"

Me - "Okay ma'am, well I'm sorry but since I've been unable to identify you as the policy holder I wont be able to proceed today. To update any details you will be required to go to one of our branches and present photo ID. our branches will be open from next week Monday onwards"

Stupid Customer - "God, I just wanna change all the contact information that's all!" ...*CLICK*

NOTE - I also do the email correspondance for work here and literally 3 minutes later, this email came through:

"Hi, my membership number is *number* and my name is *name*. I need to update my details *lists the new contact and payment details*. I need this done today, if it's not done ASAP I will cancel my account here"

My reply:
"Hi, As just advised, since you were unable to satisfy a single one of the security measures used to identify you as the holder of this policy, you will be required to attend one of our branchs with Photo ID, and a representative can assist you form there once you have been satisfactorily identified.
Your efforts to change the details on this policy have been noted.

Kind regards"


*cough* - dodgy! - *cough*

This is like working Christmas Day all over again [I am lucky enough to be working NYE too...yay, go me]

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Hi, I was just calling in to check how much limit I got left for glasses and physio if I could please?"

Me - "Certainly sir, may I please have your membership numbr so i can brig up your details?"

Stupid Customer - "Yep, it's....hang on, wait. WAIT. Um. Excuse me? Hello?"

Me - "...yes sir?"

Stupid Customer - "What day is it?"

Me - "It's Saturday sir, Saturday the 31st?"

Stupid Customer - "Right. So it's New Years Eve. Am I correct? It's New Years Eve?"

Me - "Yes sir, that is correct"

Stupid Customer - "I will not do business with a company that operates on New Years Eve, I'll be cancelling!" ... *CLICK*

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "YEAAAAAAAAAAAAH hi lovveeeee, I gosh a pol-ceeeee with youse and I just callin' coz ish due for payingssssss"

Me - "Okay sir, sure, I can transfer you to the payment line if you like, but may I suggest calling back at a time when you are perhaps not under the influence of so much...Christmas cheer? I'd just not want for you to make an error with the payment?"

Stupid Customer - "NOOOO lovvvvvvely lady, nooooo, I gosh it all under control my lushley lovely!"

Me - "I really feel like I shoudl insist sir...our payment line is open 24/7, even just a few hours and you should be right..."

Stupid Customer - "Heyyyyyy NOOOOO bisch! BISCH, fug yoo bischhhhhh! Put me onto the maonies peeeeeples, bisch!"

Me - "Okay sir, one moment"


I have to say this call had a happy ending. For me anyway.
I checked his policy - $48 was due.
He keyed $480 into the phone.
Thanks for that Christmas bonus there you dumb drunkard. I tried to warn ya...

[For those of you playing at home, he will indeed be entitled to a refund, so fear not. But given all the upcoming public holidays and what not, he wont see that cashola for probably about 2 weeks now......]

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "I sent in an email 2 days ago and I'm calling to follow up on that"

*I get his details - I recognise the name. He was asking how mcuh he had left to claim on his optical for this year. I had replied to the email within about 30 minutes of receiving it*

Me - "Okay, here we go. Okay so it was actual myself who got that email a few dyas ago, I replied that you had $200 remaining. Did you have an enquiry about that remaining balance sir?"

Stupid Customer - "No, I've had to call in because you never bothered to get back to me, which is prtty poor service if you ask me"

Me - "I'm...sorry sir....as mentioned, I did actually reply to that email, I have my reply sitting in my sent messages box, I'm not sure why you didn't get it? I just replied to the address the email came from?"

Stupid Customer - "Yeah that's the right one but I disn't get it. I haven't logged onto my email for a few days, I've been busy"

Me - "...okay...well, I mean...so I did reply but you just haven't checked your inbox at all?"

Stupid Customer - "Yeah I guess, whatever, so how much I got left?"

Me - $200 sir"


Stupid Customer - "Right, thanks"


Me - "Thanks, BYE"...*CLICK*




GRRRR.
This kinda thing actually happened every now and then, people will send an email, call in all angry that they 'didnt get a reply', only to confess 30 seconds later that they didn't even CHECK their emails before calling.
Yeah. Those kinda idiots can go play in traffic, dumb f*cks....

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Yeah, hi. So I was just calling 'cause my think wont work"

Me - "Okay, I'll just bring up your details to start with if I can"

*I bring up his policy...nothing looks to be out of the ordinary*

Me - "Okay, thanks for that sir, I've got your policy here on my screen. How could I help today, you were saying something wasn't working?"

Stupid Customer - "Um yeah, yeah the thing is just, like, not going in all the way and I like tried to get it in but then it almost snapped and so I was worried I would break it off so then I stopped"

Me, trying oh-so-hard to get the many dick jokes now swirling in my mind out of my head - "Okay sir. Well, you've called through to Health Insurance Inc, was this is a policy issue? I'll just need you to be a bit more specific if you can please sir..."

Stupid Customer - "Yeah, like, I got it from you and then when i try and put in inwards then it almost snaps but it wont go in , I don't wanna break it"

Me - "Okay, and what is it specifically that you are referring to?"

Stupid Customer - "*SIGH* my glasses! The arm on my glasses wont bend all the way in and every time I try and push it hard it almost breaks off!"

Me - "Okay sir, okay, it's the glasses we're talking about, okay... well I can see that those glasses we're bought from *local optometrist*, if they are in any way faulty or require repair you'll just need to take them back to the store you bought them from and they should be fine to assist you from there"

Stupid Customer - "What? NO! I bought them from you guys, you guys have to help me!"

Me - "No sir, you claimed a reabte on them through the health fund but you actually purchased the glasses themselves at that optical store"

Stupid Customer - "Yeah, like I got them from that store but you people paid money towards them so it's your fault if they're broken!"

Me - "I'm sorry sir, we simply contribute your eligible rebate but beyodn that we are in no involved in the actual purchase or follow-up stages on the transaction. You will need to take the glasses back to the store to enquire about a repair"

Stupid Customer - "But that place is like 15 minutes away! God, you guys are , like, really useless, you know that?"... *CLICK*

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Hi, how are you, Merry Christmas to you ma'am!"

Me - "Hi there, I'm going quite well thanks, and Merry Christmas to yourself too, I hope you're having a pleasant say so far"

Stupid Customer - "Excuse me?!"

Me - "I'm sorry ma'am?"

Stupid Customer - "What did you say?"

Me - "Erm, I was just saying...."

*interrupts me*

Stupid Customer - "You widshed me Merry Christmas!"

Me - "Oh! Well, yes, yes I did, you wished me Merry Christmas and thus I was returning the festive sentiment. How could I help you today?"

Stupid Customer - "Um, NO. Hold up there, right? How do you know I celebrate Christmas? That was VERY presumptious of you, I find this all highly offensive. What if I don't celebrate Christmas? You've just offended me!"

Me - "I do apologise ma'am. As mentioned, I was merely returning the Merry Christmas you had given to myself, I'm sorry if I've caused any offence. Was there a policy I could help you with today?"

Stupid Customer - "No, no I don't think so, I'm sickened by this call, this call is ending now"

Me - "okay ma'am, well thank you for calling in today"

Stupid Customer - "Um...hello?!"

Me - "I'm sorry ma'am?"

Stupid Customer - "You didn't tell me to enjoy the rest of my Christmas Day and then wish me a Happy New Year!"

Me - "Once bitten twice shy, ma'am"

Stupid Customer, muttering - "Such terrible service..."...*CLICK*

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "*gasp* - are you a real person?"

Me - "Yes ma'am, indeed I am, how could I help you today?"

Stupid Customer - "It's Christmas Day"

Me - "Yes it is, Merry Christmas Ma'am. How could I help you?"

Stupid Customer, to person in the background - "Hey hon, you gotta listen to this! They've got one of those robot voice things and she sounds so real!"

Me - "That's because I AM a real person ma'am. I'm here working on Christmas Day. How could I help you today?"

Stupid Customer, again to person in the background - "Oh my god! Hon, hon! It's, like, voice activated and all! Quick, come here and say something! She responds like a real person, this is awesome!"

Me - "Ma'am, is there anything I can actually help you with today?"

Male gets on the phone - "Hello? Hello? Yo, motherf*cker, how you be rollin, b*tch. Hahahahahaha"

Me - "Yeah, hi sir, I'm an actual real person, we do have staff on today. Is there anything I can help you two with, otherwise I'm afraid I do have other calls to attend to"

Male - "Yo, this robot be givin' attitude! Motherf*cker!"

Me - *CLICK*


I know I know, I should have TOTALLY messed them with and pretended I WAS actually a robot.....

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Oh my GOD!"

Me - "........"

Stupid Customer - "Why are you working on Christmas Day? That's blasphemy!"

Me - "We're open 365 days a year sir"

Stupid Customer - "I just can't believe this! You're supposed to be at home praying on Christmas Day, not working! From the time you wake up to the time you go to sleep, you should be praying! Just praying! I have a right mind to cancel my insurance with you people over this! I am disgusted and insulted!"

Me - "Okay sir, well I can pass through your concerns if you like. In the meantime, seeing as it was you who called me, how could I help you today?"

Stupid Customer - "I need to to look up all the remaining dental benefits on my policy. Today's the one day I've got off in a while so I'm using it to catch up on all my outstanding work"

Me - "......."

Right. So amid all of my recent training, I have managed to clock up just a few hours on the phones. Of course, that was more than enough time to get to experience the assclownery of the general public....

[PS. Today is Christmas Day. I am working. On the phones. All goddamn day. And today alone I have already have quite a number of post-worthy calls]

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Hi, yeh I took out a policy with you guys the other day and I still havent received anything for it, like no letters, no cards, nothing. I gotta tell you, it's pretty unprofessional and it's making me think I need to cancel already"

Me - "Hmmm, usually our welcome packs are sent out the same day an application is put through the system, lets take a look for you ma'am. may i please start with your name and date of birth?"

*I do a name search - no match. I even try variations, like just name, just date of birth, just surname - nothing at all*

Me - "Thanks for waiting there ma'am. Now, I've done a full search here and I can't actually locate your name anywhere..."

*interrupts me*

Stupid Customer - "Oh great, just great, I knew it was a mistake to sign up with you people, now you can't even find my policy! This is a joke! You better give ma refund and I want it RIGHT NOW you hear me?! This is just ridiculous! How incompetent ARE you people?!"

Me - "I'm sorry you feel that way ma'am, this is all very unusual, I'm not sure why your details aren't showing on our system. Did you sign up at a branch, over the phone or via the website?"

Stupid Customer - "At the branch! I went to your branch on *lists a street on which we do NOT have a branch* and joined up on the spot! Now where's my bloody policy!"

Me - "Er...I'm sorry ma'am, but we don't actually have a branch at that location?"

Stupid Customer - "Are you stupid!? Do I need to ask for a manager here? I walked into *lists the name of a COMPLETELY DIFFERENT health fund* on *their location* and joined over the counter!"

Me - "Uh-huh. Okay well the problem here ma'am is that that is not our health fund. You joined up with a different health fund, you will need to contact them to enquire about the whereabouts of your policy"

Stupid Customer - "Oh don't try and fob me off, I know how it works! You're all the same big company, it doesn't matter which fund I call, you're all on the same system, now where the bloody hell is my policy!"

Me - "I'm sorry ma'am but we are completely seperate companies. We have no links and certainly do not have access to each other's systems. I;m sorry but the best way I can think to explain the situation is if you walked into KFC and asked them to follow up on your burger order from McDonalds..."

Stupid Customer - "NO, you're all the same company, you're all health insurance, you're just a scammer whose taken my money and now you're trying to fob me off, I'll be sure that the media here about this!" ... *CLICK*

Ah-huh. I hope she does go to the media so they can laugh her stupid ass all the way out the door.

A Litmus Test for Elected Officials

by Brian Klepper and David C. KibbeSix months ago, who could have imagined that a large percentage of rank-and-file Americans would support the Occupy Wall Street (OWS) against special interests’ rigging of the American dream? So why not go to the next step? Why not pointedly ask political candidates, “Will you take money from lobbyists?” and “If elected, what will you do to stop special interest

California PCIP Receives Additional Funds

California PCIP has received additional federal funds to expand the enrollment cap. Projections from November minutes of the MRMIB indicated that the PCIP would have to lower the cap on subscribers from the estimated 23,100 down to 6,800.

The additional federal funds in conjunction with the rollover of 2011 funds will be used by MRMIB to increase the number of slots for enrollment in CA PCIP above the 6,800 cap. Final enrollment cap is not provided at this time by MRMIB.

This is good news for those with high risk health conditions who may have been denied enrollment in CA PCIP due to enrollment cap.

Letter from MRMIB
Cheers!

Dave

Exchange Board Consultant & Members View of a “Meaningful” Tax Credit

At the CT Health Insurance Exchange meeting on Dec 15, both the consultant and some Board members stated that the current federal Tax Credit available to Small Businesses from 2010 through 2015 is not meaningful enough for employers to motivate employers to enter the Exchange in 2014 for the tax credit.  Simply explained, they are implying that an employer will not bother to purchase their employee benefits through the Exchange, because the tax credit isn’t worth their time.  This also assumes that small employers also have no interest in letting their low income employees get federal tax subsidies to offset their share of the premium payments.

Therefore, this author decided to run some scenarios using available online tax calculators.   I am not a tax advisor, so these examples are for reference.  In having attended a seminar by an IRS representative recently, it makes one question what assumptions the consultant made in their calculations.   Important items to note that were pointed out during the seminar; 1) owners and family members, including extended family, are not included in the tax credit calculation; and 2) the numbers are based of FTE’s, meaning part-time employee hours worked are combined to create full-time equivalent employees.   As any small business owner knows, excluding family; and including lower wage part-time employees in this type of calculation actually increases the ability to qualify for the tax credit and the amount of the tax credit.

The tax credit has been available since 2010 and allows a for-profit business the option of a five-year carryback, but the credit can only offset actual earnings.  For Non-Profits, the tax credit is reduced, but it is also refundable.  The tax credit is available to employers with up-to 25 FTE’s, so we are primarily discussing the small locally owned and operated business in our own communities.  The following examples assume full time employees with average employee wage of $15/hour, working 40 hours/week, 52 weeks/year and that the average cost of the health insurance premium to the employer is $8,000/employee.  The $8,000/employee is based on a 2/3 to 1/3 ratio of employee only plans to family coverage plans with annual premiums of $6,000 and $12,000, respectively; and that the employer pays 50% of the premium cost of the health insurance.  Based on many years of working with these size employers, these are very realistic numbers.

For a for-profit employer:

3 FT Employees; Estimated Annual Tax Credit 2010-2013 = $3,192, and for 2014/2015 = $4,560.

9 FT Employees; Estimated Annual Tax Credit 2010-2013 = $9,576 and for 2014/2015 = $13,680.

18 FT Employees; Estimated Annual Tax Credit 2010-2013 = $5,712, and for 2014/2015 = $8,160.

For a non-profit employer:

3 FT Employees; Estimated Annual Tax Credit 2010-2013 = $2,160, and for 2014/2015 = $3,024.

9 FT Employees; Estimated Annual Tax Credit 2010-2013 = $6,840, and for 2014/2015 = $9,576.

18 FT Employees; Estimated Annual Tax Credit 2010-2013 = $4,080, and for 2014/2015 = $5,712.

The above numbers are estimates and an accountant would have to verify the actual numbers on a case-by-case basis.  However, if you are a small employer, I am certain that you can relate to the above numbers.  Therefore, if reasonable health insurance plans, similar to today’s plans, are actually available on the Exchange; I believe all employers that qualify for the credit will try and purchase their benefits through the Exchange.  Simply put, I don’t know too many small business owners that have $1,000’s to burn!   It is absolute proof that the consultant and some board members are completely disconnected from the struggles of a small business owner!!!  Do they not understand that $500 to $1,000 per month, as estimated above, is the difference between making payroll or not; or, keeping the electricity on or not; or, paying this month’s rent or not!  Seriously, do they really understand small business?  And, can we trust them to do what’s in the best interest of small businesses???

Tony Pinto 

Mercer finishes report to Exchange Board

Mercer’s analysis predicts that exercising the Basic Health Plan Option would save CT between $145 and $30 per member per month. The Basic Health Option was created in the Affordable Care Act; Mercer estimates that 74,000 people in CT would be eligible. The option allows states to enroll residents just above Medicaid eligibility levels to 200% of the federal poverty level (now $21,780/year for an individual, $45,700 for a family of four) into a state-sponsored plan similar to Medicaid in 2014. The feds will reimburse the state 95% of the cost of subsidies those consumers would have received in the insurance exchange. Up to this report, there has been some disagreement on the potential savings/costs of CT choosing the option. Advocates are concerned that without the Basic Health Plan, low-income consumers, some now in Medicaid, would be forced into lower-value, unaffordable options in the exchange. As incomes fluctuate more at lower incomes, choosing the Basic Health Option will improve continuity of care for more people in CT.

Mercer also estimates that 40,000 people will join the small business exchange and 185,000 will join as individuals. This is substantially lower than a CT estimate by RAND for the Council of State Governments using a different model. Mercer estimates that only 5% of small businesses not eligible for subsidies will purchase coverage in the exchange and that many will drop coverage entirely, leaving their workers in the individual market. Board members noted that employers in MA did not drop coverage during their health reforms five years ago. Mercer acknowledged that these are estimates and a great deal depends on effective outreach and public education campaigns. Again, Board members are focused on low numbers of small businesses in MA’s exchange and asking “how can we avoid mistakes made in MA.” They are missing the larger point -- since their reforms and creation of their exchange, the percent of MA small businesses offering health benefits is up, while it dropped significantly in CT during those same years.

Mercer also found little impact of incorporating CT’s high risk pools into the exchange. They estimate that merging the small group and individual markets would lower individual premiums by 2% but raise small groups’ by 4%. Again this is different than what MA experienced – individual premiums averaged 33% less after reform. Mercer also found that the individual mandate penalty makes very little difference in the number of uninsured, even if the penalty was tripled from current law. (Is this where advocates say – I told you so?)

Paul Ryan and Ron Wyden Blow the Medicare Reform Debate Wide Open!

House Budget Chair Paul Ryan (R-WI) and Senator Ron Wyden (D-OR) have embraced a Medicare reform plan that in concept borrows heavily from one championed by former New Mexico Senator Pete Domenici and former Clinton budget chief Alice Rivlin.Specifically, Wyden and Ryan are proposing to alter the earlier Ryan Medicare plan by:Continuing to offer the traditional Medicare plan—Ryan would have

Another Hartford Courant editorial calls on insurance exchange to add consumer voices

For the second time, the Hartford Courant’s Editorial Board has called on the health insurance exchange to add voting consumer members. “Giving consumer advocates a voice, and a vote, will almost surely further the stated goals of the exchange: to provide more health care choices, to enhance the quality of health care, to hold insurance companies more accountable and to lower health care costs.” The editorial points out that Lt. Gov. Wyman, Chair of the Exchange, believes that legislators need to change the law but “she also made the curious statement that adding consumer voices to the board ‘would do nothing less than undermine the progress Connecticut has made in becoming one of the states in the forefront of implementing this historic and much-needed reform.’" Frankly, the law is fine, a national model in conflict of interest protection, excluding any members “affiliated” with insurers. Federal regulations also state that a majority of members should represent consumers. Currently, three Board members have deep ties to the insurance industry and no voting members represent consumers. One in ten CT residents is expected to buy their coverage from the exchange. The Board is responsible for deciding which insurers will be able to sell plans in the exchange, what standards they will have to meet, what benefits they have to offer, and what they can charge.

More questions raised about insurance company rep.s on exchange board

An article in today’s CT Post raises the question of whether the administration and legislators are unable or unwilling to address widespread concerns about the make-up of the CT Health Insurance Exchange Board. The Board includes three former insurance executives, despite legislation that excludes anyone “affiliated” with insurers. The Board also has no voting consumer representatives; federal regulation states that the majority of voting members should represent consumers. Lt. Gov. Wyman, chair of the Exchange Board, defends the membership and claims that it requires legislative action to add consumer representatives. Other officials however state that consumer advocates could be added by executive order. It has been commonplace for years for non-appointed stakeholders to join the discussion on similar boards, councils and commissions at the discretion of the Chair. Engaging consumer advocates in the conversation would add a critical perspective, tap expertise that is essential to a successful exchange, help re-build public trust in the process, and might calm concerns by insurers and the administration about consumer involvement.

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Whys it not going through?"

Me - "Okay...sorry, just to clarify sir, why is what not going through? You've come through to Health Insurance Inc?"

Stupid Customer - *SIGH* "My CLAIM, why is my CLAIM not going through?"

Me - "Oh okay, so were you at the point of sale right now and your claim was being declined, is that correct?"

Stupid Customer - "Yes! God, what else would I be doing?"

Me - "Oh, well it could be a paper claim declined sir, or a branch claim, or an online claim..."

Stupid Customer - "Whatever. So why's it not going through?"

Me - "Could I please get your membership number and I'll look this up for you sir?"

*After much sighing and grumbling he finally gives me enough detail to allow me to login into account*

Me - "Okay sir, so I can see here that you are trying to claim on a massage treatment. Your policy only covers for dental, so it's not going through as you have no massage cover. You can add that cover if you like and it will accessible after a 2 mth waiting period"

Stupid Customer - "What! Okay, are you infront on your computer right now?"

Me - "Uh, yes sir?"

Stupid Customer - "Right, good. Now tell me, how long have I been a customer for?"

Me - "Just under 3 years sir"

Stupid Customer - "Right. And tell me, look it up, how much have I claimed during all that time?"

Me - "About $600 worth if dental treatment"

Stupid Customer - "Exactly. I hardly ever claim. SAnd now you're telling me you aren't going to pay for my massage?"

Me - "Well...yes sir. You can only claim towards services that you are actually paying for. Massage in not part of your dental cover, thus you cannot claim on that service"

Stupid Customer - "You just said it yourself, I've been a member for almost 3 years!"

Me - "Yes sir, and during that time you have only ever held dental cover. Your length of membership has no bearing no this"

Stupid Customer - "Look , I don't who you have to talk to or what you ahve to do, but I WILL be paid for my massage today!"

Me - "I'm sorry sir, no you wont be able to claim on that service today"

Stupid Customer - "Well, I think I'll take my business elsewhere!"

Me - "Okay sir, would you like me to send you a cancellation form?"

Stupid Customer - .... *CLICK*

APOLOGIES RE. LACK OF RECENT POSTS!

Okay folks. So I'm not dead. 

And lord knows I certainly haven't just had a run of getting reaaaaally nice customers ;)

I've not been able to post as often as I'd like as I've been off my normal daily work duties and away in training-land. I am being upskilled, which can only lead to more stupid customer stories, the way that I see it. The more customers you speak with, the more idiots you are sure to encounter :D

Fear not, the posts will still come in as I am curerntly being afforded a few short hours a day in my normal role.

So please peoples, have no fear as to the fate of this site. And again, I am not dead ;)

Former CEO of ConnectiCare believes he is a consumer advocate

In a Hartford Courant article Mickey Hebert, a controversial former insurance executive nominated to the CT insurance exchange board, maintains that he is fully capable of understanding the needs of consumers. Advocates dispute that claim, outlining important qualifications that only people who have assisted consumers meet the standard. Advocates are also skeptical that a former insurance executive can put aside his former occupation, looking out for the interests of a for-profit  insurance company, and act in consumers’ best interests, especially when the two are at odds. The state law that created the exchange includes strong conflict of interest language excluding membership on the Board by anyone “affiliated” with an insurance company. Federal regulations state that a majority of voting Board members should be consumer representatives.

More MA small businesses offer health benefits after reform, lessons for CT exchange

Massachusetts implemented sweeping health reforms in 2006, including creating a health insurance exchange – the MA Health Connector. The reforms were very successful in increasing health coverage in the state; less than 2 percent of residents are now uninsured.  The percentage of Massachusetts’s smallest businesses (under 10 workers) offering health benefits to their employees rose by 2 percent from 2005 to 2010 while the US average fell 4% and Connecticut’s rate dropped 7%. For more, read the first CT Health Insurance Exchange Watch Brief.  In recent discussions at the CT Health Insurance Exchange Board meetings, much has been made of low small business enrollment in the MA Health Connector. Board members and presenters have focused on how to make Connecticut’s exchange attractive to small businesses. But the point isn’t to build enrollment in the exchange, it is to get people and small businesses covered.  It is very possible that the MA Health Connector’s ability to offer quality products at more affordable prices placed competitive pressure on the market outside the exchange to improve options. Building a functional exchange in Connecticut can have positive effects on the rest of the market. We urge the CT Health Exchange Board to refocus on providing affordable, quality insurance options to everyone. Let the market do its work.

Advocates file ethics complaint over health insurance exchange insurance reps

A group of eight organizations, led by Citizens for Economic Opportunity and including the CT Health Policy Project, have requested an inquiry into the appointment of three members of the CT Health Insurance Exchange. The letter asserts that the appointments violate the law that created the Exchange which excludes membership by anyone “affiliated with or otherwise a representative of” insurance companies. The three members outlined in the letters have long work histories with insurers and little evidence of significant or recent experience outside the insurance industry.

Small businesses ask HHS for help with CT insurance exchange

Small Business for a Healthy CT, a coalition of small companies, sent a letter yesterday asking HHS Secretary Sebelius to intervene with CT policymakers and reverse insurance industry domination of the CT Health Insurance Exchange Board. SBHCT is among at least a dozen advocacy groups that have voiced concerns about the Board membership which includes three insurance industry representatives but no voting consumer representatives and only one small business owner. The exchange is being created under national health reform with federal funding and is meant to be a consumer-friendly marketplace for coverage. It is expected that one in ten CT residents will get their coverage through the exchange. State law excludes anyone “affiliated” with insurance companies from Board membership and federal regulations state that consumer representatives should be a majority of voting members. The Board will decide which insurance plans are allowed to offer plans in the exchange, what benefits they have to offer, what standards they have to meet and how much they can charge consumers. Press reports include radio reports, CT News Junkie,  the New Haven Register, Hartford Business Journal, Public News Service, CT Mirror, and The Hill.

Advocate and small business concerns about CT insurance exchange

Together with Small Businesses for a Healthy CT, the CT Health Policy Project has been meeting with CT Health Insurance Exchange Board members. The Board has been criticized for lacking consumer representation. Our concerns center on rebuilding public trust, effective outreach and public education, active purchasing to use the collective power of the exchange to get the best value for members, maintaining an even playing field inside and outside the exchange, a grownup conversation on mandates, and coordination with Medicaid. We are finding a lot of overlap and some of our best support is coming from unlikely sources. The Board is currently seeking a CEO.

Editorials support consumer representation on CT health insurance exchange

The Hartford Courant and the New Haven Register have both run editorials calling on policymakers to add consumer and small business representatives to the CT Health Insurance Exchange Board. Advocates have raised concerns about insurance industry dominance in the Board membership and the lack of consumer and small business representation. One in ten state residents are expected to rely on the exchange to purchase coverage in 2014 when the federal individual mandate becomes effective. An estimated 140,000 state residents will have no choice but to purchase coverage in the exchange to access affordability subsidies. The Board will make important decisions about which plans are included in the exchange, how much they can charge, and what services they will cover. Consumer voices must be at the table, with a vote.

Small businesses know health insurance exchange is a jobs issue

In a CT News Junkie opinion piece, Kevin Galvin of Small Business for a Healthy CT, wrote  -- When asked to identify their biggest challenges, small business owners in Connecticut and across the country have said that one of the greatest is the prohibitively high cost of providing health insurance. CT cannot become a business-friendly state without addressing the difficulty of insuring workers. He also notes that the insurer-dominated CT Health Insurance Exchange Board does not inspire confidence. He calls for the addition of consumer and small business representatives to that Board, as does proposed federal regulation. He calls on the Governor and General Assembly to include those representatives in the upcoming jobs bill and special session.

Insurance Exchange Board members dominated by insurance interests, no consumer representatives

Members of CT Health Insurance Exchange Board were announced in August. Despite federal law calling for a majority of members to represent consumers, there are no consumer advocate voting members. (Thankfully Vicki Veltri, State Health Care Advocate, will sit at the table but cannot vote.) In addition, three members have long ties to insurance companies as recent employees. This is despite CT law barring members affiliated with insurers, among others, in strong conflict of interest language that has been a beacon among states. Advocates are concerned that representatives of the insurance industry lobbied hard to stop passage of health reform in Washington but are now placed in charge of implementing it here in CT. One in ten state residents are expected to rely on the exchange to purchase coverage in 2014 when the individual mandate becomes effective.  It is critical that consumers eligible for Medicaid who apply through the exchange are appropriately referred to that program rather than diverted into insurance plans in the exchange. Advocates sent a letter to members urging them to set aside insurance ties and make consumers their top priority. For press reports, click here, here, here, here, here and here.

Advocates urge CT Health Insurance Exchange Board members to consider consumers’ needs

In an August letter to the newly appointed members of the CT Health Insurance Exchange Board, eleven consumer advocacy organizations offered to help in their important work and urged the members to keep the needs of consumers in mind in all decisions. The insurance exchange was created in response to national health reform; most states are taking the option to create their own exchange with federal start up funding. The exchange was designed to provide CT consumers and small businesses with a rational, fair marketplace to purchase health insurance. It is critical that this market be a trusted credible source for consumers who will be required to purchase health insurance in 2014. It is estimated that one in ten state residents will secure coverage through the exchange by 2016 including 140,000 eligible for federal premium subsidies who will be required to purchase coverage through the exchange. The Board will have a number of difficult and controversial decisions to make including whether to allow any willing insurer to participate, as Utah has chosen, or actively purchase coverage to get the best deal for consumers, the Massachusetts model. The Board will have to decide which state mandates, if any, beyond the federal essential benefit package (EBP) to require of exchange plans, with the state likely paying the cost for those benefits. The proposed EBP is expected to be announced this fall. The Board will have to decide whether to create separate exchanges for individuals and for small businesses, whether to merge the small group and individual markets, and hire staff to run the exchange. CT’s law creating the exchange included very strong conflict of interest language supported by advocates, excluding people currently affiliated with the insurance industry among others. We expect that all members will honor the spirit of the law, regardless of background.

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Yeah hi, I've lost all of my log ins and I need to get them all sent to me plus I want a record of all my claims and payments too"

Me - "Okay sir, I'll bring up your details, what was your membership number to start with?"

Stupid Customer - "Oh yeah, I don't have that either. All I can give you is my name, you can bring up all my information that way right, I just need all my log in and password details over the phone okay"

Me - "Okay...and what was your full name there sir?"

*He gives me this*

Me - "Okay, thanks for that. And just your date of birth and address please"

*He gives me the address*

Me - "Thanks sir, and just lastly your date of birth please"

Stupid Customer - "Ummmm, I'm 35"

Me - "Okay, but I just need the exact date of birth thanks"

Stupid Customer - "Ummm, October"

Me - "Okay, and the year and date of the month?"

Stupid Customer - "Ummm....look! I told you, I just need all my login and password details and a breakdown of all my claims and payments, stop wasting my time, I already gave you my details!"

Me - "I'm sorry sir but providing your full date of birth is one of our standard security measures"

Stupid Customer - "Oh yeah? Well what if I just don't give it to you then, huh? What happens then?"

Me - "Then I won't be able to proceed with the call, sorry sir"

Stupid Customer - "Get me your manager"

Me - "Okay, but I do have to mention that these calls are recorded, the phone number you have called form appears on the phone, it's *reads out his number*, and my manager will be wanting to know why you are after such personal information when you cannot even recall your own date of birth. But yeah definitely, if you want me to get a manager, I'll go grab one for you now sir"

Stupid Customer -    *CLICK*


Yeah.
That's what I thought, b*tch.

SIGHTING

I witnessed this earlier this morning at the supermarket. It was early, about 6am. I didn't think people could be so passionately stupid so early in the morning, but hey, I was proven wrong!

Checkout chick is scanning this dude's groceries. Checkout chick looks to be about 15. Dude looks to be about 70, and angry. And grumpy.

Checkout Check - "Okay sir, that will be $78.95 please"

Grumpy Old Dude, erupting - "WHAT?!"

Checkout Chick - "Um...that comes to $78.95 please"

Grumpy Old Dude - "WHAT?!"

Checkout Chick - "Ah...your total is $78.95 please sir"

Grumpy Old Dude - "I'm not deaf! I think you'll find that you need to spend less time here at work and more time back in school, because you can't count for sh*t young lady!"

Checkout Chick - "Um, okay, well the items are all added up automatically by the register sir, but if you believe there is some kind of error I can void out the transaction and run it through again if you like..."

Grumpy Old Dude - "No! You won't be wasting any of my bloody time with that rubbish, you should be adding all of this up in your head! Why are you using a machine to add up, do they teach you young people nothing at school these days? See this is what's wrong with the world today, they're producing idiots through the school system! You should be able to add up in your head young lady!"

*At this stage he is being so loud that half the store can hear him ranting on, and sure enough, a manager quickly appears*

Manager - "What seems to be the problem sir?"

Grumpy Old Dude - "I'll tell you what the bloody problem is, this young girl here can't add for sh*t and overcharged me!"

Manager - "Well sir, items are scanned in through the register automatically, so I'll need to just check that something hasn't scanned through twice or something..."

Grumpy Old Dude - "Yeah that's what she's done, that stupid girl, she's scanned my items more than once and overcharged me! I hope you let he go for this, I'm a pensioner and I can't afford to be scammed by these bloody young people!"

Manager - "Okay sir...well I mean, I've looked through your items and nothing was scanned twice..."

*he grabs the receipt out of her hand and starts to analyse it fevereshly*

Grumpy Old Dude - "There! There! See! There it is! She overcharged me on the tomatoes!"

Manager - "Okay, let's take a look...okay sir, well the tomatoes are listed here as 40 cents each, you bough 6 of them, and were charged $2.40. So I can't see that you were overcharged sir?"

Grumpy Old Dude - "See! none of you can add, this is why our country has gone to ruins! 40 cents by 6, 40 cents by 6, what's so hard about that?! Do you need a calculator, huh? Why can people these days not add up!"

Manager - "Sir, I'm sorry but 40 cents by 6 does in fact equal $2.40..."
  
Grumpy Old Dude - "No wonder our country has gone to sh*t!"


At this stage, he picked up his bag of groceries and THREW them all over the floor and stormed out, ranting to himself.
So, not only was HE the dumbass he couldn't count, he felt it necessary to end the scene by acting like a 2-yr old child.

Niiiiiiice [insert eye rolling]

And for the record, the lovely checkout chick was understandably a little bit shaken but otherwise okay :)

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Ummmmm, yeah....so I, like, need to update, like, my thing..."

Me - "Okay sir...what thing was it that you needed to update today"

Stupid Customer, sounding annoyed - "You know, the thing! Ugh!"

Me - "I'm sorry sir, no, I don't know which thing it is you're referring to. Did you need to update contact details? Change your policy? I need some direction if I'm going to be able to assist you sir..."

Stupid Customer - "Oh my god! The thing! You know....ummmmm....like, the f*cking thing, like der!"

Me - "I'm sorry sir, I have no idea what you're talking about"

Stupid Customer, muttering - "Yeah, that's 'cause you're a f*cking dumb b*tch"

Me - "Yeah, no-one can update something for you sir if you aren't able to convey what it is you want updated. Did you want to go and sort yourself out and then perhaps call us back when you know what it is you need from us today?"

Stupid Customer - "No.....I'm not hanging up until, like, you update....um, my thing...[again muttering] you dumb b*tch..."

Me - "Okay, well I'm sorry sir but as mentioned, I need specific information, without that I cannot assist you, and I have other calls waiting to come through..."

Stupid Customer - "No! I'm, like, not hanging up! You can't just hang up on a customer just 'cause they be, like, showing you up and all! That's, like, not professional services to be having! Yeah!"

Me - "So to clarfiy sir, you're saying you will not hang up the line?"

Stupid Customer - "Yeah! I'm, like, not hanging up till you fix my sh*t!"

Me - "Okay, one moment please sir"


I transferred his call to an empty desk where it just sat there.
He had called in himself, from a mobile/cell phone.
Last we checked, he had been sitting there for about 35 minutes, before the line finally dropped out.
I can only assume his phone finally ran out of credit. Which was the aim. Fist pumps all round, yo

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "I'm trying to get to your office in *complete different, wrong location*. I'm lost, can you help me get there?"

Me - "I'm sorry ma'am, that' not one of our offices. Were you after Health Insurance Inc?"

Stupid Customer - "No. I need *competitor of ours*"

Me - "Oh ok, yeah, that's a different company, I'm sure if you give them a call they will be able to help you with directions"

Stupid Customer - "*SIGH* So you can't help me then?"

Me - "I'm afraid not ma'am, you've called the wrong company"

Stupid Customer - "Oh. My. GOD!!!!"

Me - "........."

Stupid Customer - "Holy CR*P!"

Me - "........"

Stupid Customer - "WOAH!"

Me - "O...kay. So was there anything else I could do for you today ma'am?"

Stupid Customer - "ARGHHHHHHHH!"

Me - "........."

Stupid Customer - "Oh sweet baby Jesus!"

Me - "........."

Stupid Customer - "ARGHHHHH oh Mary mother of Joseph, ARGHHHHH!"... *CLICK*


O____O

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer, yelling - "What haven't you paid my claim yet?!"

*I bring up the policy, have a look, and voila...*

Me - "Thanks for waiting there sir. Okay, so I can see that this claim was actually processed a few days ago, we sent the money to the bank account we had on file for you but it was returned with a message stating that the bank account was closed. So we sent you a cheque in place of that, and that was mailed yesterday you I imagine you should receive that in the next day or two sir"

Stupid Customer - "What! I have a new bank account!"

Me - "Yes, it would appear so sir, would you like me to..."

*talks over me*

Stupid Customer - "So why the hell did you send the payment to my old bank account? Are you people stupid or something?!"

*I read through the notes...*

Me - "Okay sir, well I mean, there are no notes here indicating that you contacted us to update your bank account details, so..."

*talks over me again*

Stupid Customer - "Yeah, I know I didn't let you people know!"

Me - "......."

Stupid Customer - "So how come you paid to the wrong account, huh?"

Me - "Ah...well sir, if you don't let us know that an account has been closed and provide us with the new bank account details, we have no way of knowing that this has taken place..."

Stupid Customer - "Bullsh*t! You people shouldv'e known!"

Me - "Okay. I'm sorry sir, how would we have known this?"

Stupid Customer - "You just shouldv'e known!"

Me - "Okay sir, well you did not notify us, therefore we did not know. Now, that cheque, as mentioned, should reach you in the next few days. So this doesn't happen again, did you want me to update your bank details now for you?"

Stupid Customer - "No! You shoudlv'e known, and now I have to wait to receive this bloody cheque, then i have to waste my time banking it! You people are idiots!"... *CLICK*


Yeah. He didn't update his details.
So next time he makes a claim, the same thing will happen again.
I left a note saying I asked for the details and he hung up on me after ranting for a lil' bit, so my butt is covered.
Can't wait till he calls in the next time this happens though....
"Okay sir, well I can see that you refused to provide your new bank details last time you called, and since then we still have not mastered our telepathic skills, so once again, you'll get your cheque in a few days time, thanks for calling!"

Moron.

[Wow, when I go sooo long without posting - thank you very much, stupid internet crashing on me! - it is scary just how many posts I have to catch up on...makes me realise just how many complete dumba*s customers I speak to on an almost daily basis O___O ]

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Where abouts are your offices?"

*I direct her to the website, where she can go through the *many* office locations we have all over the country*

Stupid Customer - "Hmmm, no, no, this wont do. None of them are anywhere near me. I live in a remote location"

Me - "Oh okay, well I can answer any queries you may have over the phone now if you like, and I give you some mailign details if you need to send anything through?"

Stupid Customer - *she starts giving me an address*

Me - "Uh, ma'am? Hi....what was the address that you're giving me for?"

Stupid Customer, in a tone as if to say 'well DER' - "*SIGH* it's my address! And can you make sure someone comes here between 3 and 4pm tomorrow, the rest of the day i'm busy with my shopping and then I like to take a nap afterwards"

Me - "Uh...okay. I'm sorry ma'am, the fund doesn't actually make house visits, in any situation..."

Stupid Customer - "WHAT! Well, I'll have you know that I am outraged and disgusted by this! Does your company not CARE about it's customers then? is that what this is? You just don't care!"

Me - "No ma'am, we do of course care about our customers, however house visits are simply not a service offered by our fund"

Stupid Customer - "Well! I've been a member for more than 5 years, and I'll have you know that I'll be taking my business elsehwere after this! I'll go somewhere where they CARE about their customers!"

Me - "Okay ma'am, well to cancel your policy we do need that request in writing. If you have a pen and paper handy I can give you the mailing address you will need for that. Also, if you like, I can put a stop of your payments here in the meantime, to make the cancellation process a bit quicker for you?"

Stupid Customer, now stumbling over her words - "Huh? No...no...don't touch my payments, um....no.....I will, just...ummm....maybe, have a ..look...later...but don't cancel anything!".... *CLICK*


Okay, so here is the deal.
I understand that sometimes if we cant do something for you, you are not going to be happy.
That is normal, and completely understandable.
And if you are being nice and normal and resonable, I have no qualms with you expressing how upset you are etc. All good and to be expected.

HOWEVER.
These days, as soon as people start on with the whole 'OHH I am going to CANCEL, what do you think about that?!"
What do I think about that?
Okay. Well, hand me your things, I will help you pack faster and will also show you the door.

I no longer have time for people who think that by threatenng me with their business, I am going to bend over for me.
Nope. Not gonna happen, folks

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Hi! I'm calling to make a dental claim, please"

Me - "Sure ma'am, what was your memebrship number?"

Stupid Customer - "Membership number? Uh, I don't think I have one of those..."

Me - "That's okay, I'll jut bring up your policy using your name, if I could pleease start with your surname?"

Stupid Customer - "Policy? Uh, I don't one of those either..."

Me - "Uh..."

Stupid Customer - "I just went to the dentist last week and spent about $3000 on some work I got done there, and I googled this on the net and it said I could claim on dental and to just call this number here, so I just want to claim, that's all..."

Me - "O....kay then. So are you a member of the health fund, ma'am?"

Stupid Customer - "The website didn't say anything about having to be a member"

Me - "Okay. Well, to be able to claim on a service, you do have to be a member of the health fund. And you will have had to serve your waiting periods as well. In this case, if it was major dental work you got done, that has a 12 month wait"

Stupid Customer - "Oh no, that's ok, I don't want to wait 12 mths, I'm just going to claim it now thanks"

Me - "Er, no, sorry ma'am, what I'm saying is that you would need to firstly join the health fund, and you can then only claim on major dental services that take place 12 months AFTER you have joined"

Stupid Customer - "But I went to the dentist last week"

Me - "Right. You aren't able to claim on this ma'am"

Stupid Customer - "What! But your website says I can!"

Me - "I'm on the site right now ma'am, it says on the home page you can claim on eigible services after you have joined and served your waiting periods"

Stupid Customer - "It doesn't say that anywjere!"

Me - "It says it in clear black block letters, and is right in front of you when you go to the website, it's actually all you can really see when you open it up"

Stupid Customer - "Whatever. So I just want to do my claim now please"

Me - "I'm sorry ma'am, as advised, you cannot claim on this dental visit"

Stupid Customer - "This is stupid! You're such a rip-off!"... *CLICK*

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer, yelling - "I've had to call in over and OVER for this sh*t, it's f*ckig ridiculous and I'm taking you idiots to f*cking court and to the media! EVERY single f*cking time I try and make a claim, you f*cks knock me back. So what the f*ck am I paying all this f*cking money for each month, huh? Cause you f*cks aren't givin' me nothin' back, so what the f*ck am I paying for, huh?"

Me - "Okay sir, what was your membership number and I'll take a loook for..."

*talks over me*

Stupid Customer - "NO, no I 'm not giving you my f*cking membership number, or my name, or my f*cking date of birth, or my address, or my phone number...I'm wearing red underwear, you wanna know that too, huh? HUH! Well f*ck you, I'm not telling you anything, you can go suck my d*ck!  I'm gonna sue every single one of you f*cks for everything you got, I'm sick to f*cking death of not getting paid for anything!"

Me - "Okay sir, if I can just bring up your membership I'll be able to take a look for you..."

Stupid Customer - "F*ck you! I'm not giving you anything you b*tch, I'm just going to sue the f*ck out of you, and hey, when I go to the media, you're going to be out of a f*cking job so quick you wont know what the f*ck hit you!...*CLICK*


*clapping*
Good job, f*ckface.
Boy, you really showed me!

I can't action ANYTHING without knowing who the f*ck you are, or what's happened with your policy.
All you did just then was make sure that I got paid for several minutes of doing absolutely nothing. Didn't have to lift a finger.
Thanks buddy ;)

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "My con-poo-ta told me I'm not allowed to print out my forms and I gotta call you"

Me - "Okay sir...so, this was a form from our website was it?"

Stupid Customer - "Yeah, I had to go to hospital a few weeks ago in one of those car thigns with the sirens, 'cause I was in the yard tryin' to mow the lawn and then before I knew what had happened I was kinda like inside the lawn mower or something, like my legs were gone and then there was blood and s*it, so I was yellin' for me missus to come help but then I remembered she left me like 2 years ago, so then I was just yellin' and hollering cause you know, my legs were being eaten by the machine and all, and then a neighbour friend of mine, she yelled out that she could see me and was calling that car with the lights and then they came and took me there me to their premises to work on me which was good because I'd been eaten alive and was dead by that point. And now I gotta print out the form here for that car road trip and the con-poo-ta told me I'm not allowed, so now I'm callin' you to see if you can unblock me"

Me, mouth agape - "O...kay sir. So I take it you need to print out a claim form for an ambulance trip that was required after a recent incident with a lawn mower. Is that correct?"

Stupid Customer - "Yeah! Yeah that be right"

Me - "Right. Okay sir, well usually we don't 'ban' our customers from being able to print out forms. Could you please read to me the error message you have on your screen there?"

Stupid Customer - "Yeah, for sure. Okay, you ready? Yeah. Okay, so it says here at the top that 'print job not allowed'. No, like, I just need you to allow me,okay?"

Me - "Ah, no, no I don't believe we're blocking you sir. Does it say anything else?"

Stupid Customer - "Nah. Just that. Look, can you just unblock it cause I gotta take a pi*s and the longer you make me wait the more chance there is I just gonna pi*s all over myself"

Me - "Okay. Well this sounds like an issue on your end with the computer sir...if it doesn't say anything else you may need to contact the technical support for your..."

*talks over me*

Stupid Customer - "I dunno if this has anything to do with it or what, it's probably not important, but the con-poo-ta says below that that the printer is out of paper, and I need to refill it. Should I do that? Cause, like, I dont wanna break the con-poo-ta"

Me, banging my head on my desk - "Yes sir, I believe that refilling the paper in your printer will solve everything for you, and you will be able to print your form"

Stupid Customer - "So you unblocked it right?"

Me - ".......ah, yes, yes I've unblocked it on my end. Now all you need to do to complete the process is put more paper in the printer. Then you can print the form"

Stupid Customer - "Hey thanks heaps lady! I'm gonna go get this paper situation sorted out, then I'm gonna go take a pi*s, thanks!"  ... *CLICK*

California PCIP Substantially Lowering Enrollment Numbers

California PCIP has lowered the number of available slots due to excessive utilization of benefits. The CA PCIP will cap enrollments at 6,800 down from the originally projected 24,100 by 72%.

CA PCIP was granted funding in 2010 to establish the risk program run by the MRMIB (Major Risk Medical Insurance Board) which also runs the MRMIP -- California's state risk program.

The funding was intended to provide health insurance coverage for those who were uninsurable and had not had coverage in more than six months prior to applying. Original utilization projections were between $1000 and $1,100 Per Month Per Member. Actual utilization has been determined at $3,100 Per Month Per Member, over three times the projected usage. (see MRMIB November PCIP Agenda Item)

CA PCIP is currently seeking an additional $500,000,000 of funding to increase the available member slots to 11,247, still over 50% below the original projection of 24,100 member slots. If such additional funding is not received from the Obama administration, the CA PCIP will remain capped at 6,800.

CA PCIP currently has over 5,000 people enrolled in the plan. Once the plan hits the maximum enrollment of 6,800 (this could happen very soon) it will close to new enrollments. The process for future applications after the pool is full have not been disclosed. It may close or there may be a waiting list.

Cheers!
Dave

I was making an outbound call to a new customer. He had submitted a paper application with us, and he indicated he was moving to us from a different fund. He hadn't put down the details of his previosu fund and we do require that, it affects what they can claim on etc. So I called him to get this info and this is the convo that just occurred...

Me - "Hi, this is *me* calling from Health Insurance Inc, was I speaking with *customer*?"

Stupid Customer - "Yes, speaking, how can I help you?"

Me - "I was just calling to confirm a few details from the application you recently submitted to us. It says here you came from a previous fund, but it looks like you overlooked filling in that section. Is it ok if I grab a few of those details so I can get your appliaction through for your sir?"

Stupid Customer - "Sure, shoot"

Me - "Thanks sir. So firstly, what was the name of the fund you can from?"

Stupid Customer - "Oh, I just had it all filed under 'my health cover'. I dodn;t give it an official name or anything"

Me - "Oh, okay. And what was the name of the health insurance company you are coming across from?"

Stupid Customer - "Nar, I dont run a business or anything, it was just my personal insurance"

Me, trying a different tact - "Okay. What was the name or type of the policy you had?"

[policy names are unique, I can use that to ID which fund it was]

Stupid Customer - "Just a single one"

Me - "Right. but what was the name or type of cover you had? The policy would have had an official name?"

Stupid Customer - "Yeah, I told ya. 'My health cover'."

Me - "Okay. Well, do you know how much you paid each month?"

Stupid Custoemr - "Nar"

Me - "Okay sir. So to confirm, you can't actually tell you the name of the company you held insurance with or the name of the policy you had?"

Stupid Customer - "Yeah, yeah I already told ya. I filed it under 'my health cover', and I'm just a normal worker, I don't own no business or nothin'"

Me - "Okay sir. Well, thanks for your time, you have a great day now"


Riiiiiiiiiiiiiight.
I have concerns about how he manages to get through each day  O___O

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Yeah, I got a letter saying you weren't paying on my claims for glasses?"

*I bring up the policy, have a look at the claim...*

Me - "Thanks for waiting ma'am. Okay, so I can see that we advised on your letter there that you have already claimed back your maximum 2 pairs of glasses for this calander year, so you have reached your limit. You will be able to claim again though from 1 Janurary"

Stupid Customer, suddenly psycho - "NO! What the f*ck do you mean my limit has been reached?! I don't HAVE a limit!"

Me - "Er, yes, yes you do ma'am. As per all of the documentation we send you, and the nformation through the website and advertising, you are capped at claiming two pairs of glasses per calander year"

Stupid Customer - "You know what, you're going to be sorry for this!"... *CLICK*

A few minutes pass, and then I get another call...

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "My wife called in a few minutes ago and some b*tch called her a dog and lied about her having some stupid limit on her glasses?"

*I bring up the details he provides...yep...it's her husband*

Me - "Okay sir. Well it was actually myself your wife spoke with. I certainly did not call her any names, and yes, it is correct that she has a yearly limit on glasses":

Stupid Customer - "No, she told me you called her a dog! I want to speak to a manager!"

*I can hear her in the background screaming at him to 'get her, get her!*

Me - "Certainly sir, I can pass the call through to have a manager listen to what was said and then call you back with the outcome"

*He relays this to his wife in the background...she starts screaming again, only this time...*

Stupid Customer - "Yeah....nar she said she isn't going to waste her time with that kind of rubbish, she is an important person and has better things to do than this!"...*CLICK*


Never fails to put them in their place, reminding them that all calls are recorded...

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Ahhh, yes. Yes. I'm calling with an enquiry"

Me - "Okay ma'am, what was your enquriy today?"

Stuipd Customer - "................."

Me - "Hello? Ma'am? Are you there?"

Stupid Customer - ""Don't yell at me!"

Me - "I'm sorry ma'am, I don't believe my voice was raised at all. how could I help you today?"

Stupid Customer - 'I told you! I have an enquiry!"

Me - "Yes ma'am, and what was your enquiry?

Stupid Customer - "...................."

Me, in a deliberately quieter voice - "Ma'am, are you still there? What was your enquiry today?"

Stupid Customer - "Why do you keep asking me that!"

Me - "I'm sorry, I don't quite understand. Did you have an enquiry for me today?"

Stupid Customer - "YES! How many times do I have to say it!"

Me - "Okay. But what was your enquiry?"

Stupid Customer - "I don't get what you mean! Stop repeating that! I have an enquiry!"

Me - "Okay ma'am, and I just need for you to tell me what your enquiry actually was to be able to assist you"

Stupid Customer - "How should I know that? That's your job!"

Me - "I'm sorry ma'am?"

Stupid Customer - "Are you deaf? The telephone said to press '2' if I had an enquiry!"

Me - "Okay....."

Stupid Customer - "What is an enquiry anyway?"

Me - "Um....pardon ma'am?"

Stupid Customer - "Oh you're just an idiot! You don't know anything, I'm not wasting my time with you"... *CLICK*

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Well first let me tell you that I'm not happy, okay? I hope you're ready because you're about to be abused like you've never been abused before, I'm going to tear you a new a*shole, okay?"

Me - "Right, so what can I do for you today sir?"

Stupid Customer - "I've had to call you people about 15 times in the past two days to get a claim paid, and here I am again, wasting my time calling you people, and I tell you what, I've had enough, okay? It's beyond a joke now and I'm about to make sure this is the worst call you've ever had"

Me - 'Okay, what was your membership nubmer?"

*I bring up his policy and read through alllllll the notes*

Me - "Okay sir, so I can see here that you've called a fair few times about a dental claim, and ..."

*interrupts me*

Stupid Customer - "A few times? A few times?1 I've had to call you f*ckwits almost 20 times in just 2 days! So you've got my file there, what does it say?"

Me - "Yes sir, I've got your details here. The notes state that the claim had been delayed initially as we were waiting on further information on the dentist so we could properly process your claim, and that we received that information yesterday afternoon and that the claim should now be processed and the money in your account within 3 working days. Well sir, I mean, that was yesterday...it has not been 3 working days yet...so how could I help with this for you today?"

Stupid Customer - "How can you help me? Is that what you said? Huh? How can you HELP me?"

Me - "Yes, thats what I said sir"

Stupid Customer - "Well you can help me by getting off your a*s and paying my claim, that's how you can f*cking help me!"

Me - "Okay, well as mentioned the claim is being processed and the money should be in your bank account within now 2 working days"

Stupid Customer - "Well that's just not good enough! I demand that you give my money TODAY!"

Me - "Okay, well I'm sorry sir but that wont be possible..."

*interrupts me again*

Stupid Customer - "No no no no no, NO, no don't you start telling me this and that isn't 'possible', I know that all you gotta do is hit a few buttons on your end and I'll have my money right away. So I don't care who you gotta go speak to, but you go make it happen love, go do it right now"

Me - "Yeah, no I'm sorry sir but you've already been told the facts of the situation. To further explain, once we have processeda claim, we send a request to the bank you have on file with us and ask that they deposit the rebate amount into your bank account. I can see that we have sent that request today and so you are now just waiting for your own bank to release the funds into your account, and that process generally takes 2 working days"

Stupid Customer - "I don't care about any of your excuses, I've already told you how it's going to be so shut your mouth and go put my money into my account, I've already waited long enough for this claim to go through, you people really are f*cking hopeless, you know that right? You have a s*it job and you work for a s*hit company, I don;t know how you sleep at night"

Me - "I'm really sorry that you aren't able to understand what you're being told sir but I've already explained the facts fo the situation, and I can see form the notes that every other person you have called today has told you the exact same thing, calling us over and over wont change anything..."

*talks over me*

Stupid Customer - "Hey hey hey hey how you listen to make young lady, I'm not sure what's wrong with me but I've told you how it's going to be so like I told you before, shut your mouth and give me my money, you work for ME so go do what you're told like a good little girl, I'm done waiting for you people"

Me - "Well sir, I mean, the reason for the delay in the first place was that you sent us an incomplete receipt, so we had to wait on your own dentist to send us the missing information so we could proceed, i can see fomr the notes here that you refunsed to get that missing information yourself so we had to chase YOUR dentist, and that's the reason for the delay, so we've actually been waiting on you, not the other way around"

Stupid Customer - "Look I've already told you, I'm not interested in your excuses, shut your mouth and get me my money!"

Me - "They're not excuses sir, I'm simply stating the facts if the situation, unfortunately if you refuse to accept these facts then that is not really our problem and there is nothing more we can do for you"

Stupid Customer - "Excuse me! I'M the customer here, you work for me! I think it's time I had a little chat to your manager missy, you can't talk to a customer like this and get away with it! I hope you have alot of cash saved up because you're about to lost your job, you rude b*tch!"

*Yeaaaaaah. Every single manager here would have spoken 10 times worse to this guy...if someone abuses us then we have every right to defend ourselves and stand up for ourselves*

Me - "Okay sir, I'll pass your details through to a manager and get them to call you back to discuss your concerns"

Stupid Customer - "No you won't, you'll put me through to a manager right now!"

Me - "Sorry sir, management will want to listen to all of these calls prior to calling you back, you've been rude and abusive and they don't like that"

Stupid Customer, laughing - "Oh yeah? Whadda they gonna do, huh?"

Me - "Close your policy with us, sir"

Stupid Customer - "They can't do that!"

Me - "Actually sir, they can, I suggest you read through your terms and conditions, they are located in the policy information we send you twice a year, and also on our website"

Stupid Customer - "Whatever! So anyway, stop trying to change the subject - where's my money? I'm waiting!"

Me - "I've already told you numerous times sir that your money will be in your account in 2 working days, now I'm sorry but I have other customers waiting to get through so i will have to attend to their calls as this conversation is going no-where"

Stupid Customer - "Like hell you will!"

Me - *CLICK*


So, I mean, was I out of line in what I said and the way I spoke to him?
I know I was direct, but we have always been told here that if some moron speak to you like that, then you have every right to talk back

And I know that there are alot of people here who would have said worse things.

I think he deserved all he got and I hope his policy will get closed, which I am confident it will 

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Yes, hi, I just had a question about my policy?"

Me - "Sure, I'll just bring that up and have a look. What was your membership number?"

*He gives me a number that doesn't appear on our system*

Me - "Hmmm. I'm not getting a match under that one sir. I should be fine to bring it up using a name search. May I please get your first and last name please?"

Stupid Customer - "Oscar"

Me - "Okay, thanks for that sir, and just your surname now please?"

Stupid Customer - "Uh, that's a bit of a stupid question don't you think?"

Me - "Um, well, I mean, no, no I do rerequire your surname to be able to bring you up on our system, we would have quite alot of customers with the name Oscar..."

Stupid Customer - "Well I know it's a common name, but still. Well it doesn't matter anyway, there is no last name. Just Oscar"

Me - "O...kay then. Alright well I'll try with a date of birth then sir. May I please get your date of birth?"

Stupid Customer - "What is it with you and these stupid questions? How the hell am I supposed to know that!"

Me - "Uh...you don't know your date of birth sir?"

Stupid Customer - "Pft, I told you, no! I don't know how anyone can be expected to know that! look, can I ask why you're bring do difficult and un-helpful right now? I told you, I just want to check something on my policy, I JUST want to know when the next payment's due! Why is that so hard!"

Me - "I do apologise sir, but I need to ask these questions to try and locate your policy since the membership number you provided did not bring anything up. It was Health Insurance Inc that you are with, isn't it sir? You have a health insurance policy with us"

Stupid Customer - "Yes! I've had my policy with your company for about 3 years now! Just look it up okay, I told you already, my name's Oscar!"

Me - "As mentioned sir, I will need more than just a first name. Do you recall the last thing you claimed on perhaps, and I cant search via the claims history?"

Stupid Customer - "Yeah it was just last week actually, I went in and got some shots done"

Me - "Okay, excellent sir, I'll bring up the pharmacy claims from the last week and we can go from there. Okay, so what type of vaccines were they?"

Stupid Customer - "It was mainly just worming shots that I got"

Me - "Oh...okay, well I mean, I know that you can claim on worming tablets that are prescription only, but for actual vaccines I'm not sure, I would need to check because I'm familiar with the tablets but not the vaccines..."

Stupid Customer - "Oh for F*CK SAKE! You're an idiot, a complete and utter idiot! Is there a manager I can speak to? Who the f*ck hasn't heard of worming shots, are you new or something? Can you get me someone who knows what they're doing?"

Me - "Okay sir. Well before I see if a manager is available, I can check one last thing that may work for us here - what was the name of the place you got the shot done at?"

Stupid Customer - "Burrows Solutions"

*I look up our list of pharmacies/clinics etc....no match*

Me - "Okay, well I'm sorry sir but I don't actually get a match on that name on our list here..."

*interrupting me*

Stupid Customer - "Oh for god sakes, you're a complete idiot, you know that? Useless, just useless. I've had enough, stop wasting my time and go get me someone who knows what they're doing"

*While he was saying that I have Googled Burrow Solutions*

Me - "Uh...just to clarify sir...I do get a match on Burrow Solutions, but it comes up as a vet?"

Stupid Customer - "Yeah, no sh*t! I alreayd told you, that's where I got my shots done at!"

Me - "Uh...okay, I mean...I just don't quite understand why you would be getting your vaccines done at a vet, I mean, is there a DRs clinic attached or something?"

Stupid Customer - "What? No! I TOLD you! That's where I took Oscar to get his shots! What is WRONG with you?!"

Me - "Er, I'm sorry sir...this whole time you have been referring to yourself...who may I ask is Oscar?"

Stupid Customer - "MY F*CKING DOG! I TOLD YOU ALREADY, I GOT A QUESTION ABOUT HIS POLICY!"

Me - "Right. So were you after pet insurance then?"

Stupid Customer - "Yes! I already TOLD you that!"

Me - "Yeah, sorry sir, no, no you did not. As mentioned more than once, you've called Health Insurance Inc. Health Insurance. We do not do pet insurance. You've called the wrong company. May I suggest checking the number you have dialled, and if you do get through to the right place, to not refer to yourself when speaking about your pet dog? It may allow the person answering to understand what it is you are actually talking about. Thanks for calling"    *CLICK*

What a F*CKWIT

Me - "Welcome to Health Insurance Inc, how can I help you?"

Stupid Customer - "Hi there. Can you hear me ok?"

Me - "Yes ma'am, I can hear you fine. How can I help you?

Stupid Customer - "I just had a general question, but I can't hear you. Can you hear me?"

Me - "Yes, I can hear you. Can you hear me okay?"

Stupid Customer - "Yes. But I can't hear you"

Me - "I'm sorry ma'am?"

Stupid Customer - "I said I can hear what you're saying, but it's a bad line. I can't hear anything  you're saying.  Hello?"

Me - "Okay...I'm sorry, just to clarify ma'am, can you hear me, or are you having difficulty?"

Stupid Customer - "No no, I'm not having any difficulty, I can hear you fine, but I can't hear anything you're saying, it's a bad line"

Me - "O....kay. Alright. Well, how could I help you today?"

Stupid Customer - "I just needed help with a letter I got about a claim"

Me - "Sure ma'am, whta was your member number?"

Stupid Customer - "My member number is 49910384, except I can't hear a single word you're saying"

Me - "You can't hear me again ma'am?"

Stupid Customer - "That's right, I can't hear you again. Well, I haven't been able to hear a single word you've said right from when you said hi welcome to Health Insurance Inc, how can I help you"

Me - "........um.....okay....."

Stupid Customer, suddenly YELLS - "GODDAMN F*CKING PHONE, F*CK YOU, F*CK YOU YOU PIECE OF F*CKING SH*T, F*CK!"...*Click*...

Me - "Okay then..........."