I said I would post another blog entry if I got a response from Healthnet, and I did. I first got a form letter stating that my issue was in the hands of the "grievance process" which normally addresses coverage issues, and I figured that would be the end of it. I was prepared to be totally dissatisfied. But I'm not.
Yesterday I received a two-page letter in response. I won't post it in its entirety (it was a snail-mail response and I'm too damned lazy to re-enter or scan and manipulate), but they did a good job of reiterating each of the issues I raised and letting me what they are doing to address each one (i.e. feedback to the training dept. about rep's service skills, feedback to IVR group about the sub-optimal way they are using their technology and how they could improve, etc.). Whether or not their processes actually change is an open question, but at least I know that they care enough about me as a customer to address my issues individually and specifically. Way to go Healthnet.
