BOCA RATON, FL (BocaNewsNow.com) — If you are a United Healthcare subscriber and think your health and medical information is safe and sound in the United States, think again. The health insurer — with “United” in its name — is using offshore call centers to deal with customers. We spent more than an hour on the phone today and “chatting” online with representatives in the Philippines who have such a poor grasp of the English language that at one point it seemed there wasn’t actually a human on the other side, but Siri’s mentally challenged younger cousin.
United Healthcare is rapidly declining into a third rate health insurer that makes Florida Blue Cross/Blue Shield look good. Florida Blue, while difficult to navigate, makes supervisors available who are empowered to make decisions. With United Healthcare, it is now seemingly impossible to find a supervisor who speaks English — so their ability to actually do anything is unclear. We’re all for peace, love and harmony, but we also believe that the people with access to your health records and claims should be based in the United States and have a firm grasp of the language you speak. This is no longer true with United Healthcare.
Why were we calling? Turns out United Healthcare may have misrepresented coverage and claims to a major medical practice group in Boca Raton and the extended area. More on that soon. But for now, know this: if you use United Healthcare, the person at the other end of the customer service line or chat is most likely not based in the United States, which means your medical records are hopping via satellite all over the world.