AARP - Healthcare Customer Service

When you call AARP Healthcare's customer service phone number with a customer problem, you're greeted by an automated message system. It first informs you that the call will be monitored and recorded for quality purposes, then presents you with the following options: press or say one if you're already enrolled or are calling on behalf of someone; press two if you're seeking more information and/or inquiring about enrollment; and press three if you're calling from a doctor's office or are a provider of medical services. The recording also states that you may be selected to complete a survey after the call.

If you do not make a selection, this main phone menu will repeat for a second time. After this second cycle, you will be presented with two options: press two if you're seeking information and/or would like to inquire about enrollment (the same "press two" option from the main phone menu), or press three if you would like to speak with a customer service representative.

The latter option being presented is helpful and increases caller accessibility, particularly considering AARP is a service geared towards older adults who are more likely to face accessibility barriers or limitations, including but not limited to illness, disability, and lack of tech savvy. However, it's worth noting that this option was not initially presented; it was only presented after I let the main phone menu repeat for two cycles without making a selection. I assume this is meant to present the option to those who are more likely to need it, such as those physically unable to make a selection; however, it would be helpful if the option were immediately presented, even if that would mean the service would also be utilized by callers who are in need of it but are rather seeking the convenience of speaking to a human rather than navigating a message system. Again, the population AARP serves is adults aged fifty and up.

If you do not make a selection after the "speak with a customer representative" option is presented, the recording will repeat a second time. After the second cycle, AARP's business hours are relayed, and the call is automatically terminated. I'm not a fan of calls automatically being terminated, although it's understandable if a representative is not available, which is what I initially assumed happened the first time I called. I tried calling again at a different time, definitely during business hours, and selected the option to speak with a customer service representative. I was on hold for close to twenty minutes before I hung up and decided to navigate AARP's website instead.

Their automated message system isn't the worst I've encountered; however, there are many ways it could be improved. As it stands, it's not very easy to reach a representative, and I say that as someone who is privileged enough to not struggle with illness, disability, or any other potential accessibility barrier previously mentioned. AARP's customer service number needs to be improved with the population they serve in mind in order to adequately meet both their healthcare and customer service needs.