O D S Alaska

On January 15, 2014 I signed up online for the Moda Silver plan with a $280.79 monthly premium. Besides an immediate confirmation of acceptance online, I did not receive any correspondence from Moda Health until early February, which is when my insurance card arrived in the mail. I presented that card at doctor's visits and pharmacy's and was always met with skeptical glances. NO ONE had heard of Moda Health before. I never received a premium notice in the mail or by email. I attempted several times to call Moda Health customer service to attempt payment and never reached anyone after holding for as much as 1 hour. No one has time to do that over and over and over. I received a notice in the mail dated March 17, 2014 that stated my February and March premiums have not been received. There were no instructions for making a payment. The letter goes on to say that my coverage will be cancelled if they did not hear from me by March 31, 2014. (Around that same time, I received an Explanation of Benefits for a doctor's visit in February that stated it was not eligible for benefits.) After several more days of attempting to reach someone by phone, I wrote an email on March 31, 2014 to customer service which guaranteed a reply within 24 - 48 hours. I never received a reply. Finally, on one last attempt to contact someone by phone on March 31, 2014 after 1 hour and 45 minutes of being on hold (while at my desk at work) I reached a living, breathing person at Moda Health. After describing my experience with them to date and my desire to pay my premiums and continue coverage. I said it would be a few days before I could get to the bank for a cashier's check. They made notes in my account and said they would not cancel coverage. I got a cashier's check in the amount of $845.37 (a total of 3 monthly premiums - February, March and April) dated April 3, 2014 and mailed it the same day. On or around April 13, 2014 my insurance card was denied when I refilled a prescription. I, again, tried to contact Moda Health customer service by phone several times with the same result...holding for upwards of an hour at a time. On one attempt I finally reached a person who told me they have no record of my check being received and my coverage was cancelled. I was told that even if they did receive my check they would be denying it and my coverage was cancelled with no option of reinstating it until the next open enrollment period. After asking to speak with a manager 3 times (being put on hold each time for more than 15 minutes) I never spoke to a manager and was continually denied any kind of "service" or explanation as to why any of this was my fault. On April 29, 2014 I received a voicemail message from someone named [redacted] from Moda Health Billing and Elibility Dept. Her message stated that she reviewed my account and had decided that they were going to change their mind and reinstate my policy upon approval from me. She left me her direct number. I had a very busy couple weeks and had to wait several days to call her back, as well as needed time to discuss options with my husband and we decided that we did not want to continue any sort of relationship with Moda Health due to their complete lack of customer service. On May 12, 2014 I attempted a call to [redacted]'s direct line. I did not reach her, but left a voicemail for her to call me back regarding my policy and cashier's check. I did not receive a call back from [redacted]. On May 20, 2014 I received a document in the mail with an Explanation of Benefits for a doctor's appointment I had in February (same one as mentioned above)that showed I was receiving coverage for the visit. I found it strange and assumed that meant that my check had been deposited and my policy reinstated, since that same visit had been previously denied. On that same day, I called [redacted] on her direct line a total of 4 times between 11:45am and 1:15pm and finally reached her. I told her I did not want my policy reinstated due to the lack of customer service from Moda Health and I expected a full refund. She looked at my account and told me the check had been received, but was not credited to my account. She said she did not know where my check was, but that I should wait a day or two and she was sure I would receive it in the mail. I told that was not acceptable. The ONLY acceptable "service" to me was for her to locate my check and give me a daily update on the status. I was told she would give me a call on May 22, 2014 in the morning with an update. I did not receive a call from [redacted]. At 12:40pm I called [redacted] and left a voicemail stating I did not receive a phone call from her as promised and I was going to file a claim with the Revdex.com. I told her she could, however, call me back. It is now May 29, 2014 and I have not heard from her.