They make a practice of denying coverage for average medications, including generics while covering brands. They actually want the insured to pay for a more expensive drug? And when you try to get help, you are shunted from department to department by non-English speaking people who have no comprehension of why you are calling. The latest thing is to be placed on hold for periods of time in excess of 30 minutes (while I was trying to get authorization for a generic that my doctor ordered; they only have the expensive brand on their formulary list). This is clearly deliberate. I've been on a single call with 2 (non-English speaking) reps and have been on hold now for forever. Total ongoing time elapsed is now 51 minutes! I'm listening to bad "hold" music for the last 20 minutes. This was a good company a few years ago, but now it is one of the worst.