Florida Blue enrollment, billing glitches continuing, customers say
Continuing complaints, made in emails to the
Several complaints mentioned long hold times and long call durations with overseas-based customer service representatives, and representatives unable to contact appropriate billing department workers.
A Florida Blue spokesman acknowledged Wednesday a "small percentage" of the company's policyholders are continuing to experience problems, but stressed the company is committed to resolving all of them.
Several policyholders contacted for a
Some policyholders said they've been denied treatment or prescriptions because their accounts show up as cancelled in a computer program providers use to validate insurance coverage.
A woman who identified herself to the
Asked how many times that's happened, the woman replied, "Many many times."
Last week,
Florida Blue spokesman
"While the problems are affecting a relatively small percentage of our membership, we don't like to have any member experiencing these issues," he said. The company has about 5 million members statewide, he said. Of those, about 1.5 million are individual health insurance members.
In a prepared statement, Florida Blue said, "We apologize for the issues that some members have recently had when verifying their plans are paid-to-date and active, and for the frustration and inconvenience that they've experienced."
Anticipating a large volume of new customers in 2017, the insurer last summer hired and trained "a significant number of customers service associates to handle the influx," the statement said. Addressing consumer complaints of communications difficulties with overseas representatives, the statement added, "The majority of our customers service employees are located here in
Anyone continuing to have problems should call the toll-free number on the back of their ID cards or visit a
[email protected], 954-356-4071
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