Anthem ‘superfriends’ save the day on insurance issue

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Updated: February 28, 2012 8:24AM

Dear Fixer: I lost my overseas job in July while my wife was pregnant. Without a home in the United States, we decided to have the child in Colombia, where my wife’s support network of relatives resides.

We signed up for COBRA benefits through Anthem Blue Cross and Blue Shield, so we would be covered for our daughter’s birth. She was born in early October in a Bogota hospital.

Because we were COBRA-covered, Blue Cross’ international services said they would not authorize pre-payment. Therefore, trying to do the ethical thing with a promise of reimbursement, I paid the hospital and doctors’ bills out-of-pocket, a total of about $5,700.

We submitted an articulated claim form with all invoices from the doctors and hospital on Oct. 10. As of Jan. 4, Blue Cross cannot give me an answer as to when we will be reimbursed.

On Jan. 4, all that Anthem Blue Cross said was that the “diagnosis number was wrong” so it has to go through the whole process over again.

I feel we are getting the runaround because it is a high-dollar claim. We were foolish to believe that we would be reimbursed by Christmas, but now, as the crushing weight of their bureaucracy rests on our shoulders, I do not foresee payment within months, if ever. In the meantime, we are trying to raise a baby girl without funds of any sort.

Thomas Dorsch, Palatine

Dear Thomas:

The Fixer was happy to kick this up a notch. We were able to get this into the hands of Scott Golden, director of corporate communications for Anthem Blue Cross and Blue Shield, who in turn got it to their executive inquiry team. Golden calls them the “superfriends of customer service,” and indeed they were: In less than three weeks you had a check for their share of the medical bills, about $4,500.

Missing part is fully frustrating

Dear Fixer: I ordered a part for my Mitsubishi TV through Matt’s TV in Tinley Park back in September. I still have not received the part, and both the shop and I have received the runaround for months. I have documented calls where Mitsubishi promises us the part will be shipped, then it isn’t.

Just today, I called and now they show Feb. 16 for the estimated ship date (it was Jan. 17, and before that it was in December and before that it was in November).

I understand it is on back order, but we can never get a solid answer from Mitsubishi. They say they will expedite the part in seven to 10 business days. I told them they should send it overnight or offer a price break for such terrible service.

Joanne Garvey, Mokena

Dear Joanne: When the shop discovered that your projection TV needed a new part called an E2 board, they shipped the old part to Mitsubishi on Sept. 23 to see if it could be rebuilt. Mitsubishi told them on Nov. 1 that it would take four to six weeks. Then, on Dec. 13, they said a new board would be sent that day. By Dec. 21, there was still no board — but Mitsubishi said they had a few in stock and would send one out. A couple days later, Mitsubishi called back and said that what they had in stock was the wrong thing and they’d have to order another.

As you know, that back-order was set to arrive Jan. 17 but now it’s looking more like mid-February.

We asked Mark Scott, PR guy for Mitsubishi Electric & Electronics, what the deal was, and he said that because your TV is eight years old, they did not have the part on hand.

They did offer to sell you a new 73-inch TV for $1,400, but you said no thanks.

Scott says they’ll get the part ASAP, but it will be “at least several days.” At this point, you better not plan a Super Bowl party.

Thanks to contributor Mike Nolan.

Getting the runaround over a consumer problem? Tell it to The Fixer at suntimes.com/fixer , where you’ll find a simple form to fill out. You’ll also find a list of consumer contacts and tips.