Yesterday, I posted about current troubles with our insurance company in obtaining the payment coupons for monthly premiums. The post went on the blog at midnight and at 10:40 this morning, I received an email from the Operations Manager of Humana, letting me know that she had been informed of my problem and promising to help me if I supplied her with my personal information. After sending her my name and ID#, I received this email: (and see below)
Mrs. _____ Thanks for providing we with the opportunity to review your account. I want to express my sincerest apology for the problems you have experienced with receiving your coupon book. I have worked with my team to determine what occurred. First, I have contacted the department which mails the coupon book and they have advised me that your book was mailed yesterday. You should be receiving it shortly.
Second. Unfortunately, when your coupon book was processed, an error occurred which required additional attention to get it to process through the system. The error which caused the delay had to be corrected by our programmers and unfortunately took several days to correct. Our customer service representatives provided information that the book was in the mail when it was actually held up due to this error. Unfortunately, when they reviewed the screen to determine the status of the coupon book, it was incorrectly updated that it had been issued.
I will follow up with you in a few days to make sure you have received your coupon book. Please accept my apology and if there is anything else you need assistance with, please do not hesitate to contact me.
Thanks,
Gracie Baldwin
Director Operations/Medicare Billing
Director Operations/Medicare Billing
To say I was blown away by the prompt action brought on by my blog post is an understatement!! In her first email. Ms. Baldwin said that a "very nice person" had made her aware of my post and the problem. I wish I knew who that person was, so I could thank him or her for the help. If that person is reading here, please email to let me know who you are so I can properly share my gratitude!
11:00 AM: I just got an email from the man who saw my post and passed on the information. He said that they monitor all social media for references to the company, and he mentioned blogs, Twitter and Face Book. So they are out there, people, you just have to make your problems known and hope they see the post!
28 comments:
Yeah for blogs!
Glad to see this resolving itself.
Impressive!
Wow! That's amazing!
Hooray!
Wow, talk about impressive! I might try going after Allstate this way if my letter to the State Insurance Commissioner doesn't get some results! You might have to help me write the post though since you've got the power!
We never know who is out there reading what we write.
We do have the POWER. It is amazing and I am so glad your problem was so quickly solved.
Corporate America does listen which is terribly smart of them.
I once moaned about my favorite bra being extinct and got an immediate notice from the company telling me of similar ones they made.
Exciting huh.
Wow, that's the squeaky wheel getting results!
your commentor Nancy said exactly what I was going to say ...Wow, that's amazing !
I'd like to know who it was too. That is VERY cool!
That is quite impressive. Yay for blogging!
That is GREAT! I'm happy for you Judy. It certainly sounds like Mercury-Retrograde had a hand in all of the 'mis-communuication'(lol)....Hope it all works out, my dear.
Incredible!!!!!! I wonder how many companies do that!!!!!! It sounds like Humana has someone with a good mind working for them. I wish all companies were so vigilant!!!!!
I'm delighted for you!!!!
Oh golly, I hope Cox Cable pays attention. I guess I will have to write a blog about my situation.
OOh that's almost a bit scary. Big Brother really is watiching us, or should I say, reading us.
Glad it worked out well.
I guess one person's frustration expressed over the phone doesn't get the same attention as when we broadcasted to the world! I'll remember that!!!!!:):):)
Wow, that blows me away. Thanks for sharing :)
Glad they are solving this for you :)
It is fascinating how far our words reach! I hope you have a speedy and successful conclusion to the problem.
P.S. The coupons arrived today in the mail, thanks to Francisco!
Well Good Then! Way to go... posting the name of the outfit was a bright move. Good Form!
You betcha! Remember when I wrote about 1-800 Flowers a few years ago? You were the one that came through with the advice that I have followed every since. You said, "Call a local florist."
1 800 Flowers, after someone pointed out the post "1 800 Flowers be Damned", really tried to make ammends and I appreciated that, but stuck with your advice and have been happy ever since.
However, my dilemna fades in view of a problem with Health Insurance so I am glad this mess is going to be straightened out soon.
LL Cool Joe said what I was thinking... Big Brother. But, at least you got results!
That is so awesome!!
Blogging rocks!
RESULT!
Congrats on a job well done Judy!! As much as I dislike the idea of Big Brother watching our every move, in this case it certainly pays off.
The power of blogging! What a great account you've given here of how we can help others and ourselves through blogging.
Good for you for speaking up about what's bugging you!!
I got free tickets to Harkin theaters once because I blogged negatively about the lack of handicapped parking around their denver facility. I think a fair number of companies use the Google notification service that sends links to all mentions of their company or product. I've gotten thank you notes for writing favorable reviews of several products, but I say send product, not notes!
Well, I'll be darned.
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