1. Aw, crap, I'm almost out of my Effexor, and I've run out of refills through Aetna's handy! convenient! bullshit! required! mail-order prescription system (motto: your inconvenience saves us money, so suck it up, chump). Call and make an appointment with the doctor for Friday.
2. Doctor gives me a 90 day prescription for the mail-order assholes, plus a 30-day prescription at the pharmacy, to tide me over while the mail-in mail-order paperwork and shipping takes its sweet time.
3. Friday afternoon: go to pharmacy to fill 30-day prescription. Pharmacy says it'll be ready in a couple of hours. Go home, figure you'll pick it up the next day.
4. Saturday afternoon: Pharmacy explains that the insurance company will only allow them to fill it for two weeks, but that I am to pay the standard 30-day co-pay.
5. Saturday evening: go online. The health insurance company's website is "down for scheduled maintenance." Of course.
6. Sunday afternoon: go online. The link to the prescription site says that you can fill new prescriptions online once you've signed up. I know I've signed up--at least, I've used the online prescription refill "service" before--but apparently it uses a different password/id, which I have no memory of ever setting up. Go to the "contact us!" link. Decide that it'll be faster to call tomorrow than to use the stupid email form. Write self a note to make sure that you don't forget to do this first thing Monday, since obviously you've now lost three days of your two weeks worth of meds, and your memory is that these assholes take a while to process "new" prescriptions.
7. Monday: call the number on the prescription web site. Conversation follows:
B, resolved to be polite since after all, it is not the fault of the customer service employee that their employer sucks: Hi, blah blah new prescription don't know my login information.
Customer Service Guy: You're supposed to click on "contact us" and request help through the online form.
B, resolve weakening quickly: Yes, and it also says that I can call customer service. That's you.
CSG: Okay, so, what's the problem?
B: I don't know my login info, and I need to fill a prescription.
CSG: I can't give you your login info. You'll have to use the email form.
B: Can you take my prescription order? The site says I can order by using this phone number.
CSG: Yes, I can do that. Which prescription do you want to refill?
B: This isn't a refill. It's a new prescription.
CSG: Then you have to submit it through the mail.
B: The site says I don't!
CSG: If it's new, you do.
B: Okay, fine. I'll print out the form and send it in. In the meantime, I have less than two weeks' worth of medication, and my experience is that you guys might take longer than that to fill a new prescription. But you won't give me more than two weeks at the pharmacy.
CSG: You have to call customer service about that.
B: *You* are customer service.
CSG: No, I'm just customer service for the prescription refill service. You want customer service for your particular Aetna plan.
B: And of course you're not going to connect me to them.
CSG: I can't.
B: But you're all the same company.
CSG: Yes, it's all the same company, but there are different branches.
B: And none of you can connect to any of the others.
CSG: No, you'll have to call them. The number is on your card.
B: Great. (Hangs up.)
8. Call the Aetna Choice Pos (choice! Haha, someone's got a sense of humor!) plan number. Go through chirpy computer system, because it's not enough to have to deal with recalcitrant actual human beings; no, Aetna values its customers so highly that it wants you to deal with the humiliation of being put through your paces by a machine, first. To wit:
Chirpy Computer System: Hello, you have reached Aetna Choice Pos Customer Service. Are you a healthcare provider, or a customer?
B: (Waiting to be told which button to push.)
CCS: Please say "healthcare provider" or "customer."
B, growling: Customer.
CCS: What are you calling about?
B: . . . .
CCS: Please say what you are calling about. For instance, you could say "I have a question about my benefits," or "I am calling about a claim," or "I would like to speak to a customer service representative."
B, ready to strangle someone: I would like to speak to a customer service representative.
CCS: You said that you would like to speak to a customer service representative. Is that correct?
B, through gritted teeth: Yes.
CCS: Who is the primary policy holder?
B: Mr. B.
CCS: Mr. B. is the primary policy holder, is that correct?
B: Yes.
CCS: What is Mr. B.'s social security number?
Seriously, this went on for several more questions before the fucking system finally hooked me up with an actual person.
Actual Human Being: Hello, this is Aetna Customer Service, how can I help you?
B: Okay, look. I'm trying to get a prescription filled, and I know you're going to tell me to call the prescription service, but they told me they couldn't help me and that I should call here. I have a new prescription for a medication I've been taking but have run out of refills on. Because I knew that it might take a while for the mail order service to send the medicine, I had my doctor write me a prescription for a month's worth from the pharmacy. Only, when I went to the pharmacy, they told me that you guys told *them* they could only fill two weeks' worth, because I'm supposed to go through the mail order service. So I went home to try to do that online, and the site was down. Then the next day, I went to try again, and apparently there's some separate userid and password I'm supposed to have for the mail order service, which I've used before but I have no memory of having a separate userid and password number. So I needed to call you guys to find out what my userid was, but that was Sunday and you were closed, so I called today, and the guy at that number told me that I can't fill the prescription online because it's "new," and I have to do it through the mail, only I've only got ten days' worth of medication left, and in my experience it might take longer than that for you guys to fill the prescription, so what in the world am I supposed to do? And by the way, I am sorry to sound so angry at you, because I know it is not you, personally, who are at fault here, but the situation is very frustrating.
AHB: Well, we only give exceptions to the two-week limit for people who don't already know they're supposed to be using the mail-order service. You already knew, so we can't give you an exception.
B, deciding that the "it's not your personal fault" restraint is unwarranted: Yeah, okay, so your answer is that it's my own fault. Fine; it's my own fault. I fucked up. Nonetheless, I need the medication.
AHB: Well, it might come through in time.
B: Yeah, and guess what? It might not.
AHB: In emergencies we can give you two weeks' worth of medication for the regular month's co-pay.
B: So you're telling me that if I order, and the medication doesn't arrive in time, I can go back to the pharmacy and get another two weeks' worth by paying another co-pay?
AHB: That's right.
B: Finally, an answer. Okay, fine. (Hangs up.)
9. Print out form. Fill it out, grumbling about how much of your fucking time these bastards have wasted and now you have to spend *more* time filling out this motherfucking form. Rant at PK, who is home sick from school (irony! Ha!) about how you pray to fucking god that by the time he grows up the country will have a single-payer system so that he will not have to waste his fucking time and get all pissed off trying to get the goddamn health insurance company to fill his goddamn medications. Explain to him briefly, in answer to questions, that health insurance sort of works two ways: first, they pay for your health care, in exchange for which you pay them about $5k/year. Most of the time, they pay less for your health care than you pay them, so they make money; but if you are unlucky and get hit by a car, or get cancer, then they will pay for it. Second, the health care company wants to make money, so it charges you knowing that most people won't use all their care, and it forces you to do some things, like get prescriptions, in certain ways so that it costs them less. But that despite how annoying it is, and despite the fact that *probably* you spend more on insurance than you would if you just paid the doctor yourself, you have to have health insurance *just in case*, because if something really bad happened, there would be no way in the world you could afford it.
10. Finish filling out form, xerox prescription so you have a copy just in case!, bung the entire package into an envelope, and take your small, powerless, petty "revenge" by affixing a Darth Vader stamp to the outside. Consider writing a pissy letter to Aetna before telling yourself "yeah, right" and imagining a hollow laugh. Decide to write pissy blog post instead.
Ah, America. Where even if you're upper middle class, you still have no real power. Feel grateful that you at least *have* health insurance, bitch, and enjoy the superficial consumer goods that distract you from recognizing your real dependence.
Land of the free, my suburban ass.
Labels: health care, ranting