Anthem Blue Cross 2000 Corporate Center Drive, Thousand Oaks, CA 91320

"To: Anthem Blue Cross From: David Vincent Subject: Recognizing superior customer service. I am a diabetic in need of a glucose monitor system called Dexcom G6 that we ordered from Edgepark. The first three-month order went through with no problem, but when we attempted to order our next three months, we were told from Edgepark that we did not qualify. We asked “how could that be we had just ordered from you three months ago”. The representative for Edgepark said he would look into it and came back that the pharmacy had said that I did not qualify. This turned into a series of phone calls from myself to Anthem telling me I do qualify and then to Edgepark telling me the pharmacy keeps rejecting it. I first thought that since we moved from California (CPR) to Washington that they may be billing Anthem Oregon or Washington because we had encountered that when we were getting established in Washington. On my next phone call to Anthem for help in resolving this problem we were introduced to your representative Rosland Hector. after we explained the situation to her, she offered to get on a three-way call with Edgepark and me to try and clear things up. It turned out not to be about if it was billing for California or Washington, it was the billing the pharmacy and not to DME durable medical equipment. Now that you have the back story, I would like to sing my praise for your representative Rosland Hector, she was the consummate professional, after almost an hour on the phone with Rosland Hector explaining to the representative at Edgepark that they need to bill under DME and not the Pharmacy and then talking to the representative’s supervisor, all the time providing information on not just myself but also how it should be billed. After everything was settled and we were told that my order would be sent. Rosland Hector called me a couple days later to see if the order had arrived, and thankfully she did call because we had to have another three-way call with Edgepark because they said there was no order showing. So once again Rosland Hector had to explain the DME billing process and once again maintaining that same calm professional manner giving all the information they requested. And once again we were told that the order will be place and we should be receiving it within two days. It did come two days later. I am not an angry person but after what she went through, I would have been going crazy. Thank you, Rosland Hector, for having my back and handling everything with your knowledge, professionalism, and grace PS: to Rosland’s boss she deserves a raise! Sincerely"

"Not impressed. The issues of the long wait times when calling in - are seriously bad. I no longer think this is a customer service rep issue, but a poor upper management issue. Not enough staff on the call centers. Never did with 30 plus years working for them. I see they have not improved with time. Worst thing, you never get a straight answer to your questions. Everyone puts their own spin on it. Question is, can you even trust the information you are given? NOT. Giving it two stars because I really believe the call centers reps are doing the best they can with poor training, no management support, and dissatisfaction on their part. They should get some credit for at least working with one arm tied behind their back and one eye blindfolded. Upper management gets minus 1000 like someone else mentioned."

"My rating is -1000"

"Long wait times by phone and horrible website for even the simplest changes like updating contact info."