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

I had to repeatedly call Coventry customer service to confirm coverage for an eye exam (listed as a 100% covered service on my summary of benefits statement) and to locate a plan service provider. Each time I spoke with a customer service rep I got a different, conflicting answer. They played "hot potato" with their contracted visions plan provider, Primary Plus and each claimed the other company had to confirm my coverage. Four phone conversations later I was directed me to a vision provider and after services were rendered again they continued to pass responsibility for approving the charges. On last round the Coventry customer service rep blamed me for going to the wrong network provider which they directed me to, then she revised her story saying I should have seen an opthomologist vs. An optician (at a retail vision outlet?), but then no, I should have gone to my primary care physician for my contact lens exam. Ludicrous - what PCP has the optical tools to measure your vision and write a prescription for contacts? Misinformation, miscommunication, poorly trained customer service staff who thanked me for my patience while they held me up at the Dr's office for 1 hr causing me to miss my lunch meeting.

Company: Coventry Health Care of Florida
Country: USA

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