Perturbed with my insurance company

I got home today and found a Fed Ex box at my front door. I took it inside and opened it. They not only sent the wrong diapers, but they also sent the wrong size. Instead of my Abena M4s. They sent me Tranquility Slimline XL. Now I am going to have to spend my lunch break on the phone. trying to get the problem they caused fixed instead of having lunch.

So sorry to hear that. Good luck getting everything straightened out.

There may be a bright side. Maybe they will make the order right, and send a coupon to say sorry. And I know the other diapers are wrong size, but maybe they will tell you to just keep them. If you do get to keep them, you can just use the bigger size, they may fit? Or, you could sell them on ebay, or other site. You could donate them to local charity as well, if you liked. Good luck, hope you can unravel the snafu.

I've spent three hours on the phone with the insurance company today. One hour during lunch and two hours after I got home. According to their records. I received what I have always gotten. The insurance company sent an order to the company for a case of Abena M4 diapers for me. 10 days later the company sent a bill to the insurance company to get them to pay for the order. The invoice they sent to the insurance company was for a case of Abena M4s like they requested. When showed up on my doorstep was Tranquility Slimline XL. The worse part is because the two invoices say the same thing. The insurance company will not paid any more diapers until next month. The last time I wore Tranquility diapers was 4 years ago when I was in the hospital for a week. Mainly because that was the type of diapers the hospital used.

Then if the order says abena, then they should take they tranquility diapers back and send you the abena.

@HannahM that sucks. Hopefully company that shipped wrong diapers is willing to work with you.

You are lucky your insurance company pays for diapers at all. Many will not because you can buy them over the counter. If I was your insurance company I wouldn't pay for another pack of diapers either. Remember they already paid once so they have done their job. Your issue isn't with your insurance company, it's with the diaper distributor.

I do think you would get further if you contacted the company that sent the wrong diapers. You may have to buy a pack of what you need to use when you send the others back to the company and are waiting to receive what you were supposed to have.

Remember, you catch more flies with honey. The nicer you are to the CSR's the further you will get. Being nasty will get you no place.

Mashie

Remember, you catch more flies with honey. The nicer you are to the CSR's the further you will get. Being nasty will get you no place.

That is absolutely true. The person on the phone is the only person who can help you. Don't start off on the wrong foot.

As Mashie said, the diaper company is the one who made the error, NOT your insurance company.

I never asked for the insurance company to pay for my diapers. I guess they decided to do it. Since the doctor put on my record that I wore diapers during to no bladder control. I was surprised when I came home and found the box on the front steps. I have no idea who the company is. The invoice in the box doesn't have a company name. It just has the insurance company's name. So I don't know if the company is part of the insurance company or a separate business that bills the insurance company. Luckily I am not out of my Abena M4. I have two bags left from my last order. I only wear them to work. The rest of the time I wear my cuter diapers. I guess tomorrow. I will go another round with the insurance company and see if I can find out who the company is. I don't want them to pay for more diapers. I wanted them to fix the mistake and send me the right diapers and the right size.

You need to ask the right questions when you call your insurance company tomorrow which would be something along the lines of, "Hi, my name is.........." You need to always be nice. You should be able to get the information you need off of the first person you talk to. Do not voice dissatisfaction to the CSR=customer service representative. Explain your situation. Even compliment them. Often times if they have a nice voice or they are a good listener I will in the middle of my conversation stop and say something along the lines of "by the way, I appreciate you. I know how hard it is to deal with the public and usually all people want to do is bitch and complain so I just wanted to take a second and say thank you for all of your hard work."

I know that sounds sort of corny but trust me, it will be the "in" you need for her to actually hear what you are saying and get you the information you need. Also remember to blame no one. Tell her problem and explain to her what you are wanting as an outcome. So say something like, "I have a problem and I am not sure how to fix it, I'm hoping you can help me. My insurance company is..... and they provide me with such and such diapers. Well this month I received the wrong kind and I can't wear them. I realize this isn't my insurance companies fault and they have already paid for the wrong ones. I was hoping you could give me the name of the supply company and their contact information. I'm hoping they will exchange them for me. Does that sound reasonable, or what would you suggest?" Then again tell her thank you and that you appreciate her time, her kindness and her willingness to help you. Then make sure you listen. Have a pen and paper ready so she doesn't have to repeat herself.

Trust me, I used to be a CSR for a company. Kindness gets you everything and everyplace.

Mashie

You should have our insurance problems! We were set up for automatic payments on my wife's health insurance, $717.23 per month. Last month we received a letter from the company stating that for our March payment, instead of the normal amount they would be withdrawing $1383! There was no explanation for the extra $666 except to call it "an adjustment". After many hours of phone hell over several days with some of the worst customer service on the planet, I finally reached someone who seemed competent and helped me set up a hold on my bank account to keep them from stealing that money from me. She admitted that their computerized accounting system made errors all the time and was so screwed up that she could not figure out what it was doing or why it was overcharging me. She did tell me that we did not owe the extra money. I am so frustrated with this mind numbingly incompetent company that I probably would have had a heart attack by now if we did not have a couple of really wonderful Ocicats, they curl up beside me and I find it very calming to stroke one of their little furry spotted heads.

P.S.: The incompetent company in question is California Blue Shield, they should be avoided if you value your sanity or your bank account, because they will try to rob you of both!

Maybe you could send them those incorrect diapers you were sent, they could sure them as they are so full of sh*t.

Since I wasn't getting anywhere with the insurance company. I went a different route suggested to me by my mother. She said to call Rachel and see if she can be of any help. So I called her and she said she would look into it for me to see if she could get to the bottom of what was going on and why I was sent the wrong diapers and size. So now I'm waiting on her to call me back. Which probably wouldn't be until Monday.

Who is Rachel?

Just wondering.

Mashie

OMG. It's only diapers. It's not a multi-thousand dollar expense. Just get some to hold you over until the next time you have to order.

Rachel is my personal care consultant. She calls me ever so often to make sure I am going good and there are no problems. She is basically a liaison between me, the doctor and the insurance company. She works for the insurance company ,but on the local level instead of on the national level.

Glad to hear that.

Yes it's only diapers, but it the principal of the matter. If the order says one thing and they send out the wrong product then this matter should be resolved on their end. I hope Rachel can resolve this for you and make sure you get the correct product that you need.