Distressing Experience with ICON's Customer Service (Fedhealth Oncology Provider)

I recently had an upsetting interaction with an ICON customer service agent. Her approach was highly unprofessional and lacked empathy. The agent was rude, abrasive, and used bullying tactics, threatening that my cancer treatment would be withdrawn if I did not upgrade to a more expensive policy, despite my financial constraints. This added unnecessary stress to an already difficult situation. ICON should ensure their staff are adequately and suitably trained to handle patients with sensitivity and care.