For members of Blue Cross Blue Shield of Massachusetts, there was good news and bad news recently. The good news: It turns out that the Bay State’s largest health insurance company can provide quick, effective, and highly responsive service — often with same-day turnaround — to members who call with a request or complaint about their medical coverage. The bad news: That excellent customer service is available for just one week of the year.
As the Globe’s Robert Weisman reported late last month, Blue Cross Blue Shield of Massachusetts supplied its customer-service staff with special scripts and procedures to be followed from Oct. 15 to Oct. 19. For those five days only, customers calling for help with an insurance issue — calculating a co-pay, fixing a billing error, getting a claim adjusted — were treated to fast, consumer-friendly assistance by agents trained to get problems resolved speedily.