Are Your Customer Service Expectations High Enough?

I got a phone call yesterday from a member, frantic, that she had lost her Part B coverage through no fault of her own. She aged into Medicare in Aug of 2017 but she was going to work until the end of 2017, so she would not need Medicare until 01/01/2018. She went to the Social Security office to get enrolled into Medicare with a start date of 01/01/2018. The CSR at Social Security Office opted out of Part B with no start date. My client tried to contact her to get it fixed, but the Social Security clerk would not answer her calls or respond in any way. When she called Medicare they told her she would only be able to get enrolled with a 07/01/2018 start date and she was going to have to pay a penalty. All of this trouble because the CSR at Social Security did not want to do their job or take responsibility for their mistake.

Have we, as a society, set our expectations too high when it comes to customer service? Our answer is a resounding NO!

She called me yesterday at 10:30 am and explained what was going on and how she was worried that she was not going to be covered. I listened to what she had to say and we called Medicare to verify that she hade no Part B coverage, they verified it was cancelled. Once we got off the phone and went and found the form to start Part B as off 02/01/2018. She got her former policy coverage and the form to fill out and went to her local Social Security office. She dropped the forms off and I am happy to state that she has Part B effective 02/01/2018 with no penalty. I explained to her if she has any questions or issues for her to call me, not anyone else and we will get it all taken care of for her.

That is the customer service you can expect with Randall Lawson and the HgO Group. We are here to help you understand the options you have available, with an agent that views you as a person, not a number.

If you want the best customer service and the best plan for you, both from a cost standpoint and coverage standpoint, call me 803-851-0219 or send me an email.

All the best,

Randy