Friday I had a minor meltdown over my situation with WageWorks and my medical insurance. It all began when I received a call back from a customer service supervisor. He told me he had good news. His good news: my "issue" had been referred to an account manager who would be contacting my former employee in seven to ten business days. He even told me we were making progress in resolving my "issue." Unfortunately for him, this wasn't good news to me. So I asked to speak to someone with more authority. I was told that that wasn't possible. I would have to write a letter, not an email, a letter and that someone would get back to me seven to ten business days after WageWorks received the letter. I used a few choice words about the lack of customer service and their inability to take my situation seriously, said good-bye and hung up.
I was tired of the fight but not done with it. After all, I am paying for health insurance and I want what I am paying for. So I called my former employer and told them my story. I am not blaming them for this situation. They hired a company to handle COBRA for them. I know that if I were in their shoes I would expect that the vendor was doing what I hired them to do.
And I did another thing. I filed a complaint with the California Attorney General against WageWorks.
Today my former employer called me to gather a bit of information for the form that WageWorks apparently refuses to send to my health insurance provider. They completed the form and sent it to the insurance provider and let me know that they had done so.
This is not how I wanted this resolved. I wanted WageWorks to handle my situation with understanding, compassion and, more importantly, action. WageWorks has failed miserably on all counts. They may be big and bureaucratic but they should know that you don't mess with people's health insurance or any other benefits they have been hired to handle.