UMR Health Benefits Customer Service Issues

I am struggling to navigate through your phone system. After spending 45 minutes trying to speak to a representative, being transferred between departments without resolving my issue, and experiencing multiple dropped calls, I am feeling frustrated. One representative found my claim, while another could not locate it even though it was submitted over five weeks ago. Additionally, dealing with an unresolved claim issue cost me hours on the phone, negatively impacting my credit score. I am requesting to be connected directly to a supervisor instead of being transferred around aimlessly. Please contact me at [redacted] to address this ongoing problem with your phone system.

I have been receiving therapy for severe anxiety and depression. My therapist is in-network with United Health Care through my POMCO plan. Unfortunately, the claims submitted by my therapist have been denied, and I have already filed an appeal. My condition is deteriorating, and I feel that without resolution, hospitalization may be necessary. The lack of communication and empathy from your organization contrasts starkly with my previous experience with POMCO. After contacting UMR multiple times, I was informed that my claims are being processed according to my plan without the opportunity to speak with a live representative. I am reaching out for assistance and pleading with you to consider allowing my therapist to continue treating me on a case-by-case basis before my condition worsens. Please help me.

I am facing a crucial issue with my son Joseph's insurance regarding his insulin supply. His insurance requires the insulin to be mail-ordered, but in order for Medicaid to cover the copays, it must be obtained from CVS on Latta Road in Durham, NC. I encountered this problem before, and I had to seek assistance from the UMR manager to ensure he can still receive his insulin from CVS. It is vital that my son receives his insulin promptly as he was unable to get it today due to UMR not approving it. He urgently needs his long-acting insulin. I will contact the relevant parties in the morning to resolve this issue swiftly. Thank you, Janice Best, at [redacted] or [redacted]

My husband's company changed insurance providers on June 1, [redacted]. I am trying to figure out how much of our deductible was met in March, April, and May [redacted]. According to our new insurance company, we had no deductible for those months. Could it be that we met everything in January and February [redacted]? I am certain we have met the deductible as we have been dealing with health issues and had to pay out of pocket earlier in the year. My husband works at Pipeline Technologies in Kansas City under the name Skip LaFour. Any help would be greatly appreciated. Unfortunately, our logins no longer work on the UMR website.

Whenever I contact them about an ongoing issue for the past three weeks, I find myself waiting on hold for 45 minutes to an hour, only to have the same problem resurface. I am currently in the process of completing the second part of breast reconstruction following a double mastectomy. Although they previously approved the surgery, they have not yet authorized the prior authorization, despite having received all necessary information last week. Originally scheduled for August, I requested an earlier date, but the delays are causing frustration. The representatives tend to talk over you and revisit resolved matters, leading to further exasperation. I have made two payments already, which have been acknowledged, but they continue to provide conflicting and misleading information, creating unnecessary difficulties for patients who then bear the consequences or additional costs to rectify errors.

I called the number provided for a peer to peer review but had no luck after 6 attempts. I spoke with a supervisor who acknowledged the poor customer service and promised to monitor the situation. Our MD missed a call for the peer to peer review, called back within 3 minutes, and left a message at 1 pm. No call back was received. After 2 hours today, I was informed that the supervisor was unavailable until 4 pm due to lunch. The whole experience was frustrating, with no extension provided for the nurse reviewer. Calls were not transferred correctly, and the patient had to cancel a PET scan appointment due to the delays. I am extremely dissatisfied with UMR's customer service and want to speak to a higher authority who will address these issues promptly.

Hello Customer Service, I am a staff member at Piggott Community Hospital. We recently processed a payment from Zelis Payments related to multiple patient accounts, and the payment total does not match the approved amount on the card. I am trying to contact a representative to address this discrepancy but have been unsuccessful in reaching anyone through the provided customer service numbers. Kindly reach out to me at [redacted]. Thank you, Sherry T. Piggott Community Hospital Posting Clerk in the Business Office

I had a doctor's appointment and was informed that my insurance is inactive. After speaking with my employer, I was advised this might be an issue on your end. Attempts to contact customer service led to being placed on a long hold with poor phone quality. When requesting transfer to member services, I ended up on an open line for 8 minutes, hearing only wind or static, along with distant talking. I am determined to resolve this issue and will stay on the line, ensuring it's not me disconnecting.