When we have had an issue, I have always been able to work it out through their pleasant customer service reps. Since they are based near my hometown, we talk the same talk.
Just today I dealt with them on a couple of claims, one of which we worked out over the phone. You will be glad to know my October 1 payment to the orthodotist will be reimbursed at midnight tonight. Happy Thanksgiving!
They had also denied a $10 receipt because, their very helpful customer rep explained, "It's a Walmart receipt, and Walmart prints the store name on the back, so you have to copy front and back." I asked how he knew it was Walmart, and he said, "ummm...from the bar code."
Then we laughed, because though he could read from the car code that it is Walmart, he cannot pay it without seeing the printed, "Walmart."
So why do we have this technology? So much for the paperless society!
Just a little note - I have worked for the power company before, and have a good idea of how a customer can explode over program rules and requirements. I could tell my rep today feared I might blow up over the submission requirements - he was braced for impact! Part of his laughter was just plain relief that I did not give him a hard time. The rep on the phone (or the little gal doing the energy audit) has no control over POLICY, and cussing him/her out will not make the day go better for either of you. When you talk to someone who works for a large company with rules and regulations, be kind. I have never regretted speaking kindly.