Mimi H.

Negative 100 stars! BlueShield is TERRIBLE! Scroll to the bottom for the takeaway. If you want to read my detailed rant, read on.

Literally paid over $1,000 for a policy for myself and my husband. Today is 11/7/23. Whenever I tried to log in to my account, I always got a notice that said "content temporarily unavailable." Which led me to cal customer support. Customer support found my application but couldn't see a status. They said Sales processes applications and transferred me to sales. Sales said "customer service processes applications" and transferred me to CS. I spoke to 5 ppl yesterday in this game of ping pong. Finally with the last sales person I spoke to, I was fed up and when she said "I'll transfer you to customer service" I said "customer service said you guys process applications." She said "we don't." I asked "which department do I need to speak to to process my application? She said "I don't know." I asked "how are you going to transfer me to the department that processes applications if you don't know who processes applications?"

Fast forward to later in the day and I went to my local Winnetka office. The doors looked closed and I'm assuming they weren't supposed to let customers in. But I called the vendor number in the door and spoke to the person who answered the phone with authority like I was supposed to be there and he let me in. Once I was inside and he realized what was going on, he looked scared like he wasn't supposed to do that and I didn't want to get him in trouble so I waited by the door while he went to grab a customer service person for me to talk to. She informed me that everyone in the office only services Medical plans people and not commercial plans. She said all of the commercial plan people work remotely. So I left with nothing accomplished.

Next day (today) I check the website (still not able to login) and called CS. I spoke to Nora who assured me that I'd have coverage beginning November 1st and that all I needed to do for upcoming doctors appointments is pay out of pocket and then submit to be reimbursed. I asked her if she could send me a document or point me in the direction of a document that has this policy outlined. She said there was none. I explained to her my concern that if I do that in good faith, I could easily be told by someone else at that time that that's not how things work. And that any company who has policies like this in place would have a legal disclaimer that clearly outlines the policy and the specific conditions that must be met in order for the company to be obligated to fulfill certain duties. She said "I'm not an insurance agent." [Mind you, I'm talking to a customer SERVICE person. Customer service at any company should understand the basic legal obligations of the company to its customers and should know where to access that information.] I asked if I could speak to an insurance agent. She said no but I could speak to sales. I explained to her the back and forth I went through yesterday and that sales wouldn't help me unless I was intending to purchase a policy which was not the case seeing as how I had already purchased a policy. She then said that my application is processing and that by Friday I should have my account up and running. I asked her if she could guarantee that. She said "no" and explained that all she sees is application in progress and that there was no date. So I asked her if there is no date, then how could she tell me it would be done by Friday? She said "so who do you want to talk to because this is ridiculous?" I said "excuse me? What did you just say?" Silence. "Did you just say this is ridiculous?" More silence. "Yeah I want to speak to a supervisor." Call ends.

TLDR: BlueShield doesn't give a rats behind about their customers. No one will help you and you'll be given whatever false info the customer service team decides to make up on the spot.