UMR Customer Service Issues

I am a new hire with over 30 years of insurance experience, and this has been the worst experience ever. I have received my card, but I cannot be found in your system. I am extremely frustrated. I would like a supervisor to please contact me. The sign-up process was terrible, even though I chose the top-of-the-line package. The person assisting me seemed uninterested and was dismissive of my questions, telling me I didn't need certain things without considering my needs. I specifically require my FSA, and despite numerous attempts to reach out, I have had no luck. Supervisor, please reach out to me at [redacted]. This situation is unacceptable. - Cynthia G.

I am in urgent need of my insurance card. I have been waiting for three months without any success. Despite numerous calls, I have encountered unhelpful responses, been told I don't exist, or even been hung up on. I have been assured twice that the card was sent out, but I have yet to receive it. I am covered under my employer's insurance plan and have spent two hours on the phone today, only to be transferred eight times and eventually informed that they cannot locate my information before being disconnected. I know my insurance is active because I am making weekly payments and have been in your system previously. I am in a critical situation as I have health issues that require attention promptly. Please provide me with my insurance details today. This situation has caused me significant distress.

I had UMR coverage through my previous employer, which ended almost a year ago. I urgently need to determine the termination date of my insurance for Medicare purposes. I have accumulated nearly $5,[redacted] in unpaid medical bills because the providers believe I am still covered by UMR, which is not the case. My name is Kim C., I worked as a nurse at Kindred South in St. Louis, MO until approximately August [redacted]. I can be reached at [redacted]. My date of birth is 01/27/[redacted], email is [redacted], and the last four digits of my social security number are [redacted]. I am struggling to resolve this issue with the company as I am unable to provide a member number when I call. Your assistance in this matter would be greatly appreciated.

I would like to discuss my contract with UMR regarding the inconsistent reimbursement rates I have been receiving for the same services under my contract with United Choice Health Plan. Every time I contact customer service, I receive a different explanation. This has led to overpayments, underpayments, and denials for services that have always been paid correctly for three years for the same member. On 2/6/[redacted], there was a system glitch, despite my claims being consistently submitted electronically the same way since [redacted]. I require assistance to ensure consistent payment for this member as approximately [redacted] claims have been inaccurately paid to date.

I am following up for the third time to request my Explanation of Benefits for a claim made in September [redacted] from New Horizon Surgery Center and/or Deloor Podiatry. I contacted on July 24th and was told the EOB was being requested as it is over 2 years old. I was promised a response from UMR within 24-48 hours but have yet to receive anything. Please address this matter urgently. My details are as follows: Member ID: [redacted]3 Group #: 76-[redacted]

I have been attempting to contact an agent regarding a medical claim that was denied on July 22, [redacted]. My provider enrollment department has requested that I speak to an agent and obtain a reference number for claim [redacted]8. However, when I try to access the portal or call, the identification number provided is invalid, and I get disconnected. I am in need of assistance to ensure this claim is properly processed. Thank you.

I am seeking help with an issue regarding my insurance. Unfortunately, when contacting UMR, the automated system disconnects if my problem doesn't match their options. My late husband had UMR insurance as secondary to his Medicare, whereas I am covered by United American. The issue lies in UMR mistakenly crossing over to Medicare under my name, causing confusion and billing errors. Medicare clarifies they didn't initiate the crossover and can't rectify it, as only UMR can resolve the error. Despite multiple attempts, I have been unable to reach anyone at UMR to address this issue. I appreciate any assistance in resolving this matter promptly. Thank you, Paula L.

As a healthcare provider, I have been trying to obtain a prior authorization for a colonoscopy procedure. I've spent over two hours attempting to submit the authorization online, but the patient's member ID is not going through the provider portal. When I called for assistance, I was told to fax the information, but the faxes are not going through. The colonoscopy using CPT Codes [redacted], [redacted], [redacted], with Diagnosis Codes Z12.11, R19.7, and R14.3, is scheduled for later today in an office setting. I urgently need to speak to a human representative to get this prior authorization sorted out. Please contact me at [redacted].