AARP Eye Center
My wife and I are both on Medicare and have AARP / United Healthcare secondary insurance. (Plans F&G) as well as AARP / United Healthcare Part D prescription drug plans.
I have been with them for 4 years, receive invoices and submit payments monthly with no issues applying them correctly.
When my wife joined last year, they added her plan G to the same account as my plan F. We receive 1 monthly bill for both, pay it with a single check and have continued to have no issues with payments being applied correctly and on a timely basis.
However, the part D prescription drug coverage has been a nightmare since we added her. We receive separate invoices for each of us every month. At first, my wife would submit both checks and payment stubs in the same envelope and they would apply both payments to one of our accounts, with the first account being double paid and the other unpaid and past due.
When we received the past due notice, we would need to get on the phone and have them move the payment to the correct account. We reasoned that the solution to this problem was to mail each of the 2 payments in a separate envelope with its own payment stub with the correct account number on the check.
Can't screw that up, Right? NO, WRONG!!
The problem has continued each month, with one month my account getting double credited and hers going unpaid and past due and the next with her account getting double credited and mine going unpaid and past due.
We have spent many hours on what must be 10 phone calls with the United Healthcare Prescription Drug Plan people, each time having to have them reassign payments and each time being told the problem is resolved, however, the same thing takes place the following month (Like the movie Groundhog Day). This has been going on for 8 months now.
We were given an advocate's direct number to call if the problem continues and she doesn't answer her phone or return voice mails. Nice!
Today, my wife spent over 2 hours on the phone with them, again to fix this months misapplied payments and to attempt to get the 2 plan D accounts merged into a single account with a single monthly invoice like our medigap plans are. After almost 2 hours on the phone, she insisted to talk to a manager and was told no one would be available for an additional 1 or 2 hours.
At this point we are extremely frustrated and if we are not able to get a resolution fairly quickly, we will be canceling our AARP membership and leaving AARP/United Healthcare Insurance for another carrier and soon as Open Enrollment comes up.
Hi @Freundt1250S567424, here to help! We certainly understand your concern regarding the issues you and your wife are experiencing with your Part D premium payments. We would be glad to work with the Escalation team at United Healthcare to have this investigated for you. If you are still having difficulties with United Healthcare, please either give us a call at 1-888-OUR-AARP (1-888-687-2277) to request an Escalation or send me a private message in the AARP Online Community by clicking this link and entering my username, “AARPMariamaA” into the “Send to” box https://community.aarp.org/t5/notes/composepage . Please provide the following details in your message:
We apologize for the inconvenience and appreciate you informing us of your concern. We look forward to hearing from you soon!
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