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| - Scores of phone calls, approaching 100 hours spent on the phone this year (Jan-Oct) in attempting to get Meritus to get their information correct, multiple calls to get our insurance cards over that span (still missing one).
They actually had my wife on some other family's plan (living 40 miles from us...HIPPA violation?), billing errors, dozens of hours spent do simply get appointments with the appropriate doctors, convoluted menu to even speak to a CSR...and today took the cake.
I was calling to get my infant daughter's insurance card...I added her in July (5 days after she was born) and they took over a month to get their records straight, it is 10/9 and no card yet. I called today 10/9, got through their nasty menu, and then a CSR advised I'd need to be sent to "tier two". She put me back in queue, and after a few minutes the call disconnected.
I call back, and the automated system is giving their business hours as 8-5 M-F...it's Friday, @330PM. I get an "After Hours" CSR, who promptly advised they would not be able to help, and the call center is closed....it's 330PM...your hours are 8-5 M-F. At the time of me typing this they are saying they are closed, even though it's during their business hours.
I should add, I've never had to add ONE keystroke of information beyond the initial application and then the addition of the newborn to the policy. Our input was fine, no issues.
Without a doubt, the number of their mistakes, their lack of assistance, sheer incompetence as an organization, the follow up I've had to make to keep on them to do THEIR JOB...make this company the most mindbogglingly bad customer service experience (by orders of magnitude) in my life.
But as has been quoted to me several times in in all of this, "You can easily make a payment online or over the phone." You have to be kidding me...we've never been late with any payment, not one.
Compound that with the vital nature and cost of medical insurance, and I can only wish that some government entity steps in to shut them down...or that the due course of their own incompetence does so BEFORE they cost someone dearly. The stress this had put on our family is staggering.
The offices and staff we've dealt with this year (Banner affiliated) cringe at the name, and actually state they'd not deal with Meritus if they had a choice.
Don't walk, RUN the other way....tell your friends and family, stay far far away from this mess.
The online complaints are stacking up, and I'd expect other public information to follow suit.
10/26/15 UPDATE:
I have opened case for existing issues where I was told a supervisor would call back.
No such call has been made.
Newly discovered issues (found today 10/26)
1. Currently the account summary (out of pocket and deductible) is off by thousands of dollars (short). I paid a bill back in July that came within 1k of the max out of pocket by itself. That doesn't count the 10 or so other doctor visits and related payments for labs etc made outside of that.
2. The start dates for coverage were reset to the date our baby was born in July, and I'm certain I'll have to follow up on that come tax season.
3. They've changed the online payment method (an initial email announcing the change was made, but no follow up with the actual access info was sent). Therefore I need to either get that info, or info corrected, pay by phone (attempting now to no avail), mail (zero trust in them processing anything correctly, so never mind that) or in person (30 mi drive from my house, and you have to be kidding me...this is insane).
4. As I type this I've been on the phone for over2 hours simply trying to make a premium payment. There's no response on their end and their business hours (as previously stated) are 8-5 M-F. It's now Monday 11:45AM AZT and all I can get is the message in queue about
their great portal site and its functionality and that you can make an online payment.
I'm at my wits end with this company and their incompetence and lack of real help.
All for paying close to 600/mo for the most important service in our lives, health.
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