Coventry Health Care of Florida
Awful customer service experience - Coventry One / Primary Plus

I was passed off repeatedly between customer service reps at Coventry Health Care of FL and their contracted vision provider, Primary Plus, to get simple answers. It took 4 conversations to get the name of a network service provider and confirm my benefits coverage. After getting my eye exam it took 1 hr on the phone between both companies each claiming the other needed to approve/authorize the charges, then denying I have coverage despite it clearly being listed on my summary of benefits. On the last round the Coventry rep blamed me for going to the wrong provider - which they directed me to the day earlier - and informing me I should have seen an ophthalmologist vs. Optician for my contact lens exam, then she revised her story that I should have gone to my primary care physician for this exam. Seriously, visit a PCP for a contact lens prescription? If they can't handle what should be easy questions and claims - heaven help me if I a have a real need to use my health insurance.

Lousy company systems, misinformation, internal miscommunication, poorly trained and unempowered front line customer service staff.

Company: Coventry Health Care of Florida
Country: USA

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