Monthly Archives: February 2009

Medavie Bluecross isn’t really there for me

Last month I began massage therapy to fix up a whole bunch of problems probably related to my less than ergonomic desk set up. After two sessions, I took my receipts to our Medavie Bluecross Quick Pay office and was told that I needed to have a form completed by the therapist in order to submit my claim. “I will give you one form, but for any further claims the therapist will have to provide you with one. She’ll have to order them from us.”  I thought the response was odd, but the person seemed cranky and I was on day 2 of not smoking, so I took the form and left, tail between my legs.

My massage therapist completed the form on my next visit and back I went, this time with three receipts. I was greeted with the bad news that the form wasn’t completed properly because the benefit code for massage therapy wasn’t included. I asked if they knew it and was told there were different codes for different types of massage. The claims officer tried to reach my therapist, but, she was, as therapists usually are, probably therapying on someone else. So, I left again, tail between my legs and rightly frustrated.

My therapist called me with the code and suggested the claims officers know the code and there’s no reason why they couldn’t have completed it. So, down I go again to the Quick Pay office and present them with the code. To which, the claims officer says, “I’ve never seen this code before.” And, she refused to pay me.

Ok, I’m pissed off at this point, can you really blame me? She suggested I leave the claim with her and when she reaches my therapist she will call me or mail the cheque to me. I told her to call me when it is ready and I’ll pick it up.

My therapist called again and said that the person she spoke with at Medavie Bluecross apologized and suggested the reason for the confusion was that there was a relatively new person on the case who didn’t know they could fill in the code.

So, for the fourth time and 3rd time today, I returned to the office and very sternly asked for my money. The claims officer looked at me like she didn’t know what I was talking about. I gave her the correct code and then they all gathered to explain that it was my “plan” that was keeping them from paying me. My “plan” didn’t allow them to pay claims without the code. Then, the supervisor called me Ma’am. Never a good idea. No one apologized to me.

The point is:  The claims officers knew the code all along. All massage therapy is covered at the same percentage. They could have entered one for me, paid me and then followed up with my therapist to confirm. That would have been the client-centric thing to do. I was going to get my money in the end, why they made it so difficult for me just doesn’t make sense.

And, if this pops up on your media monitoring Medavie Bluecross, do feel free to comment. I’d love to hear the response to this blatant lack of respect for my time and blood pressure.  And, before you tell me that the “plan” is your client, remember, I pay premiums too and I had an extremely poor customer-service experience today in your Halifax office. You’ve got to do better than that.

PS:  I wrote the title of this post before I went to the Medavie Bluecross website and discovered their tagline. Spooky!

The accidental goalie

Last year Korey got a taste of the pipes and has since wanted to be in there full time. We asked if we could register him as a goalie this year and were told not to; that the goalies would be chosen from those who expressed interest the following year. Stupid, earnest parents that we are, we didn’t. At the beginning of this season, there were a few kids dressed in goalie gear. I asked the parents how that happened and was told they just signed their kid up as a goalie.

So, Korey’s been waiting all year, only getting a taste of the net every second Sunday, and never starting a game. Needless to say his enthusiasm was waning.

Last Saturday, Justin had his regular 8:30 am practice and Korey had a game at 10:30. Korey was dressed early so Justin and I went for hot chocolate. We entered the rink just after the game started and Justin said, “Mommy, Korey’s team has two goalies.”

“Why are both goalies wearing the same jerseys,” I asked my friend.

“Because, that is YOUR son,” she responded. I thought he looked familiar.

Apparently, the other team’s goalie didn’t show and there was gear available so Korey pinch hit in net. The gear was a complete season too big and it slowed him down a lot, but he only let in four shots from his own teammates and most were from their star player who has mastered the Gretzky wrap-around at the tender age of 7. “I tried to stay with him Mom, but I couldn’t get back quick enough,” he explained very matter-of-fact as if he were being interviewed by the CBC.

I teared up, without embarrassment, at the end of the game when his adopted team crowded around him and made him their star.

On the way home, we told him to either draw a picture or write down exactly how he felt on the date of this big event. He took his journal upstairs and when he came back  he said he had written most of it. My request to read it received a flat “NO.”  I haven’t, I really haven’t. I’m dying to, but I haven’t.

Sunday at 7:00 am Korey was on the ice with this own, better fitting goalie gear and took practice with his and his adopted team who conveniently share the ice. But it didn’t end there. He then took practice with Justin’s team. You should have seen the look on those 5 year old faces when they walked in the dressing room and saw a real, live goalie dressed for them. Korey had a great time.  Justin felt so special to have his “Biggie” on the ice with him and Korey was proud to help out his “Button”. It was a moment of brotherly love and affection.


Next year we are registering him as a goalie.