PATHETIC CHRONICS CALL CENTRE

Received pathetic service from the Chronics Queries Division, 3 agents dealt with our request and none understood our query and what our problem is.

My 2 years old son has epilepsy and they refuse to cover his EEG from the chronic benefit, all because the diagnostic codes is not the same as an EEG for an ADULT and not thee of a child. They simply refuse to understand that a child with epilepsy cannot go for that EEG under THAT code. EEG is the ONLY way to monitor this condition, so whats the use of the benefits if they cannot even cover that?

To top it off, the patient on their system with the chronic benefit is listed as my husband (the main member) and not our/my child! After we numeriously told them they have it listed under the wrong member.

I am absolutely furious and dissapointed to say the least, they do not focus or care about their requests/queries that they receive on a daily basis.

They leave you with no other choice because they refuse to LISTEN.

The Discovery Operations Team that makes these decisions should get all the correct facts from the call centre before making an informed decision.

I have requested for management to be in contact with me asap, because clearly the call centre is not capable of listening to their members that pay a huge amount monthly to them for their service.