I freely admit that I don’t use Twitter to anywhere near the potential that it could be used for. I have a hard enough time keeping things current on the blog that I don’t spend a lot of time outside of my blog and other blogs.
However, I thought I’d give Twitter a chance as I’d heard that it can be a pretty good method to get through to companies in times of frustration.
OK, so I’ll give the story.
Earlier in the year, Baby Beagle needed some surgery. It was nothing life threatening, but something that they told us that he would need pretty much right after he was born. As such, I boosted our FSA savings for 2010 in anticipation of the surgery.
The surgery came and went and Baby Beagle came through with flying colors. However, the insurance and hospital payments didn’t go so smoothly.
There ended up being four claims filed, which I’ve learned is pretty typical for procedures. The surgeon and anesthesiologist each filed one, and there were two filed by the hospital. Three of the four claims were approved and paid by the insurance company within a couple of days. The fourth, however, was flagged for needing more information.
The strange part is that the one that was flagged was what I would consider the most ‘generic’ claim of the four. It was the hospital claim that was basically covering the pre-op, the operating room, and the recovery room. To me, when the insurance company approved the claims for the surgeon and staff, it seemed pretty much a given that there would be hospital usage charges, yet that’s the one that they held back.
I never got a bill, but for the next four months, the claim sat in limbo as the insurance company wouldn’t pay it, yet the hospital claimed they had sent the information.
Finally, on Monday, I’d had enough. I posted a Tweet on Anthem Blue Cross’ page. Within an hour, I had a response and began an e-mail dialogue. My issue was esclated and voila! Tuesday evening I received an e-mail noting that the information had indeed been received but was stuck in ‘backlog’. They processed the claim and everything is now moving forward!
Now, I know what we have left to spend for medical related costs through the rest of the year, and I also have the peace of mind of knowing that there’s not a bill potentially hanging over our head. While, I was 99% sure that we wouldn’t be on the hook for the claim amount, it was a pretty big amount and I didn’t like even thinking of the possibility.
Maybe there is something to this whole Twitter thing!