United Health Care
Provider's POVSep 05 2012
I called to ask a simple question on behalf of a patient and after being transferred for the 3rd time, I finally got an answer. All I wanted was for someone to verify for me that a form letter meant what I thought it did. This was in relation to one of their Medicare Part D plans. Medicare has examples of typical letters they send to Medicare beneficiaries on their website. It was a general question - there was no need to give out any of the patient's personal information. Indeed, when I've called Medicare and Medicare Part D plans before, they will NOT give out information unless the client is present (a little thing called HIPAA). I told them they did not need any patient information - I just had a general question; all I wanted was to verify what a letter the patient received meant and that it was a typical form letter. When I've called other Medicare Part D plans, I've been able to immediately connect with someone who is very friendly, knowledegable, and helpful. I told them that their customer services were not very user friendly and they might want to list several different phone numbers for various types of questions if the number given for their Part D plan was not actually going to take a caller to someone in the Part D plan.