I used my Extended Health benefits beyond what was allowed without a Doctor’s note and it was denied. Fortunately, I have a doctor’s note, so I sent it in via snail mail… something I had previously done without issue. Months later I followed up with a phone call when I realized that the benefit still wasn’t approved. After waiting an inconsiderate amount of time to speak to a human, I was told that it would be better to use the health care company’s app and upload the doctor’s note, so that it’s attached to the claim. I did this, as instructed and was turned down again.

Today, after once again going through the automated phone tree of options, I was told by an automated voice that ‘My call was important’ and also that due to too many calls, please hang up and try again. Twice. The third time I was lucky enough to be put on hold. At this point I was offered an opportunity to hang up and be called back, but I chose to stay on the line. I didn’t want a callback when it was inconvenient and then have to go through this process again. Upon finally talking to a human almost 30 minutes later, she was able to see the unapproved benefits on my file. She then informed me that their automated system can not read the attachment uploads on the app, and so no one looked at my doctor’s note.

Here is a synopsis. Don’t mail in the doctor’s note like you used to, we won’t connect it to the benefit claim that needs it. Instead, use the app, which will allow you to upload the doctor’s note… so we can ignore it there too.

On top of that the app itself is inconvenient. It has a series of check boxes and boxes to fill, but interwoven are also tabs that are necessary to go to, to toggle or choose other options not on the original screen. Even after using it several times, I still end up trying to complete a claim only to be told that I’ve missed a toggle/tab (or two).

In this day and age, I doubt if this inconvenience isn’t at least somewhat intentional. I wonder how many people don’t get their (deserved) claims just because the process is designed such that you need to make a very inconvenient follow-up call to ensure payment? I wonder how many seniors and people with disabilities lose out on opportunities to claim benefits because the process is too challenging for them to navigate? We are intentionally inconvenienced because servicing our needs is not seen as the purpose, but as an expense… We are seen as the inconvenience.