Complaint Review: Great-West Insurance

If you have ever considered getting a policy with Great West medical, hopefully the following will change your mind. Great West will do everything possible to make your life miserable before they will make payment on a claim.

I received medical services on 2/26 for treatment with doctor who didn't file claims. As a result, I had to file the claim myself. It's been over seven months now, Great West still hasn't paid the claim, and every time I call, I get another excuse
from their CSR's.

March 2007 - I file the claim, with the doctor's bill for services.
April 2007 - Claim is denied, I'm told that they need more information than the doctor's invoice.
April 2007 - I send them the complete doctor's notes regarding the visit.
May 2007 - I hear nothing from Great West, and the clicking on claim on my online claim management starts returning an error.
May 2007 - I call and report the problem with the online claim management, but I'm assured it will be fixed.
May 2007 - The claim vanishes from my online claim management, I call and report the problem, nobody is aware of the claim.I resubmit the claim, with the full doctor's notes.
June 2007 - No correspondence from Great West, but the original 2/26 claim appears on my online claim management.

At this point, my employer decides to go with a new insurance carrier.

July 2007 - I call Great West, and I'm told it should be a couple of days at the most, and I'll receive information on the claim.
July 2007 - Two weeks pass with no correspondence. But now a completely two claims appear on my account page, the original, and a new one, which has been automatically denied. I call back, and I'm told that the doctor's notes were submitted under the wrong claim, and they will take care of the problem.
August 2007 - Week 1 -Still no correspondence, I call back speak to Megan and Shea, and I'm told that they need the doctors
notes, but promise a response within 48 hours. For the third time, I fax them the doctors notes, but finally, it seems like this is getting resolved.
August 2007 - Week 2 - Still no correspondence. I call, ask to speak to Shea, told the examiners haven't responded.
August 2007 - week 3 - - Still no correspondence. I call, told the examiners haven't responded.
September 2007 - Week 1 - Still no correspondence. I call, and I'm told the examiners haven't responded.
September 2007 - Week 2 - Still no correspondence. I call and I'm told the claim wasn't processed.
September 2007 - Week 3 - Still no correspondence, I ask to speak to Shea or Megan, the CSR "doesn't know who that is"

Finally, I'm fed up with dealing with customer services ever-changing excuses, so I ask to speak to a supervisor.
I'm finally transferred to the customer service supervisor's voice mail, and explain the situation, asking her to please call me, As of today, nobody has returned my call.

All this for a measly 500.00 claim. I'm thoroughly convinced that Great West would rather see their policy holders die than pay a claim to them.

I recently suffered a life threatening heart problem, and fortunately I'm no longer with Great West, because would I hate to be going through this for 110K in hospital bills.

Marc
Ft. Myers, Florida
U.S.A.