Laugh or Lose Your Mind: Kaiser Permanente Website Services -sandra mickanen reporting
join us, in our effort to pay our premium monthly bill: online; by phone; in person..
[note: this does not reflect the actual care we receive from staff/doctors]
ONLINE
website -clearly! indicates we have 'autopay'
-but does not automatically take the payment. we receive late notice. try again..
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loop, stuck, loop; give up, try new approach:
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pay as a guest.. find unit id (mandatory), find it, copy paste:
-will not accept unit id..
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loop, stuck, loop.. nothing working..
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BY PHONE: call, wait, select numbers, connect at last, get forwarded to appropriate person;
wait, wait, wait; call drops. start over. -3rd time surrender
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IN PERSON
drive to Milpitas Office to pay in person...
"They removed member services from the facility, we can't accept payments here."
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go IN PERSON to Santa Clara County..
hunt to find member services... "really, you don't take payments either?"
FINALLY meet with a person, who sends us to another person,
where we are FACE to FACE with a human in an office, who can help
-person who can help gets on the phone, speaker.. so we all can hear..
our entire goal has been to just pay our monthly bill; that's it.
but the website has been such a nightmare, we want to pay our bill, and
go back to receiving a PAPER STATMENT.
person on phone, with person in office also hearing, verbally confirms we will go back to a paper statement. and we will receive our bill in the mail so we can take care of the monthly premium.
next day,
email reading, "you chose to receive paperless..." -laugh or lose your mind.
*****
also, a germane time/post to share how baffled we are
by how, UNstreamlined and utterly cumbersome; grossly inefficient.. the process is
just to change your last name when you get married.
when we consider how many people are doing this... getting married, changing (or adding) a new last name any given year.. every year...
thousands upon thousands of people:
it just does not make sense that ALL businesses, schools, entities of any/all kinds do not have a
much more simplified process.
especially, when THE ONLY THING BEING CHANGED is a NAME..!!
you are not changing an address, you are not changing membership status,
you are not changing type of plan, you are not changing anything but the name
*****
current name on file is _______________________
new, updated name is __________________________
marriage certificate/relevant documents to verify.
******
THAT'S IT.
*****
it's been a chore & obstacle everywhere; KAISER! sent an envelope with 20 pages...
in response to our request for the form required to update my last name.
and even after we read through it... hunting for where to document the change...
trying to make sense...
*****
so, while we were in the office with a human, and over the phone... with a human..
who did not successfully switch us back to receiving a paper statement..
we also requested the name update..
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filed under: laugh or lose your mind
selah! & amen.
posted by SANDRA MICKANEN @ 10:01 AM
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