Shift Happens!? A Customer's Cautionary Tale
James D. Feldman, CSP, CITE, CPIM
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James D. Feldman's Experience with Humana's OTC Benefit for Medicare Policies:
In my extensive career, I've always believed that the heart of any successful business lies in its ability to serve its customers effectively. As a distinguished speaker, author, and consultant, I've dedicated myself to teaching and promoting excellent customer service, leadership, and innovation principles.
My experiences, both personal and professional, drive me to seek out and implement solutions that can help businesses thrive and deliver on their commitments. I am writing to inform you about a recent experience showing how customer service in the US has declined. Many executives believe that AI can solve all problems. Wrong! AI is not the solution. AI is the guide, the navigator, and the assistant. It is NOT the replacement!
As most adults know, navigating health insurance benefits can be incredibly complex and frustrating. I recently discovered this with Humana's OTC (Over-The-Counter) benefit for Medicare policies. Here’s a detailed account of my journey, a stark example of the declining state of customer service in the United States.
When my Medicare policy was renewed, my agent and I switched to another Humana plan, effective November 30, 2023. Then, I realized I needed to order over $500 worth of OTC items.
Despite spending over an hour on the phone and being shuffled from one department to another, my claim was denied because the policy had expired. I filed a complaint and was subsequently granted $400 for OTC products.
From January 2024 to May 20, 2024, I made five separate attempts to place this order. I spent nearly two hours being transferred from one department to another each time, only to complete the order finally.
On May 30 2024, Humana denied the claim, stating that the orders needed to be placed by March 31, 2024. At no point during my interactions with Humana was this deadline communicated to me. This experience highlights a significant decline in the quality of customer service, a trend that seems increasingly prevalent.
Despite my persistent efforts and unwavering compliance, Humana's denial of my claim is deeply disheartening. It's a clear illustration of the frustrations that many policyholders face when dealing with insurance companies. The lack of clear communication, the endless transfers between departments, and the ultimate denial based on a deadline never disclosed to me all contributed to a deeply unsatisfactory experience.
This ordeal reflects a broader issue affecting customer service across various sectors in the United States.
As someone who has dedicated my career to improving customer service and organizational efficiency, I find it particularly disconcerting to experience such a lack of coordination and empathy firsthand. The gap between what is promised and what is delivered by companies like Humana is widening, and customers are left to navigate this treacherous landscape.
Reflections on Customer Service and Moving Forward
Reflecting on my experience, I am reminded of the fundamental customer service principles that have been overlooked. At its core, customer service is about empathy, understanding, and a genuine commitment to resolving the customer's concerns. It's about ensuring every interaction leaves the customer feeling valued and respected. Unfortunately, my interactions with Humana have highlighted a significant departure from these principles.
This situation is not just about a denied claim but the broader implications of how companies interact with their customers. It’s a call to action for all businesses to re-evaluate their customer service practices and remember that behind every policy number is someone who relies on their support and services. Here are some thoughts that may help you to revisit your 'policies' for customer experience.
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Encouraging Change in Customer Service
For business leaders and decision-makers, fostering a culture prioritizing exceptional customer service is crucial. Here are some steps to consider:
A Personal Commitment to Improvement
My commitment to improving customer service extends beyond my personal experience. I am dedicated to using my knowledge and platform to advocate for better industry practices. Through my speaking engagements, books, and consulting work, I aim to inspire organizations to prioritize their customers and implement changes leading to better service outcomes.
Looking to the Future
Despite the frustrations and setbacks, I remain optimistic about the future of customer service. Many companies excel in this area, serving as benchmarks for others. By learning from these examples and continuously striving for improvement, we can see a positive transformation in how businesses interact with their customers.
A Call to Action for Policyholders
I strongly urge all policyholders in every company to take a proactive stance. I do suggest you document every interaction, request written confirmation of essential details, and feel free to escalate matters if you have any concerns. Sharing our experiences can help bring about much-needed change in the industry. Collective voices can drive significant change. By highlighting the issues we face and advocating for better service, we can push for a higher standard of care and support.
About James D. Feldman
James D. Feldman’s extensive career as a distinguished speaker, author, and consultant spans over three decades. He is known for his dynamic and engaging speaking style, specializing in leadership development, sales training, and customer service. Recognized as the first graduate of the University of Illinois Executive MBA program, Feldman has taught at multiple colleges and universities, sharing his wealth of knowledge in leadership and business.
Acknowledged as an early adopter of innovative technologies, Feldman emphasizes their importance in enhancing business practices. His numerous accolades include being named "One Of The Most Innovative Persons in the 21st Century" by Incentive Magazine. His book, "DATING Your Customer: A Relationship Manual," explores groundbreaking approaches to problem-solving and innovation.
James D. Feldman’s legacy as a speaker, author, consultant, and advocate for technology-driven progress continues to inspire and influence organizations and individuals globally. [email protected] 312 527 1111