Harriett's complaint:
December 19, 2013

Insurance Company: EmblemHealth
Coverage Type: Health Insurance

• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Delays/No Response
• General - I feel abused by this company

We did not see listing for Empire Blue Cross Blue Shield of New York. My mother Harriett is covered under Mediblue Plus HMO for 4 years now (a Medicare contract provider). The company just REFUSES to address our need, despite 2 emails to their site and 2 very LONG phone calls to fix what ought to be a simple issue: changing her primary care physician on her 2014 ID card. So far they have mailed us 2 cards with a dr.'s name from 5 years ago and cannot seem to fix the error, making it worse by ignoring us now. This will have very negative implications in 2014 when my mother who is elderly and has multiple medical problems needs care and the card she has will be rejected by her PCP and other providers because it is wrong!
Clearly, they have incompetent customer service providers, a terrible web site where the need to fix the error and get some answer even is just ignored day after day. This means something VERY IMPORTANT TO US BOTH, and despite our efforts, nothing is getting done. We cannot even get our home phone updated or change our personal info. on the web site. They clearly do not spend any money on their IT department.
This is now ay to treat a subscriber and her caregiver daughter. We have informed them we are putting in a complaint outside their site. Thanks for any help you can give us to get this resolved quickly as 2013 comes to a close.

Marsha Newman, RN

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