SHPS management of COBRA is REALLY bad.
We needed COBRA, so the employer sent paperwork to SHPS
(Louisville, KY). The employer told us not to worry about the delay in
setting up the COBRA account because medical bills during the set-up time
can be re-billed and paid for after the account is established. (Easy for
them to say.) SHPS then sent forms to us, to fill out and return. The form
stated that payment was not necessary, but if we wanted to, we could include
the first month's payment.
1/27: We sent the form and first payment, the
day after we received it.
2/01: We needed medication, but the COBRA account had not been set up,
so we paid the pharmacy out of our pocket.
2/08: We called SHPS (800-647-1662) on 2/08 to see if the account had been set
up. The representative said our form and check was received 2/02, but it
takes 5-7 business days to set up the account, so that would not occur until
about 2/09. The representative said that even if our account was set up, we
could not use it because they only had our payment for the first month, and
we were now into the second month. We immediately sent payment for the
second and third months, via overnight delivery. Our payment was received at
SHPS the morning of 2/09.
2/12: We needed additional medication, but we knew the COBRA account
had not been set up, so we went to the doctor's office and asked for free
samples to cover us a short time until the account was set up.
2/16: We called SHPS. The representative said our account had not been
set up because it takes 10-14 business days to set up the account (what
happened to the 5-7 business days?). The representative said she would send
our information upstairs, to be set up. (What has happened to our
information and check since 2/02? Two weeks had passed since SHPS received
our form and the first check, and now our information was being sent for
processing, because we called?)
2/21: We called SHPS. The representative said our account had been set
up but was not active because the checks were sent to the bank 2/20 and it
takes 3-5 business days for checks to clear the bank. Then SHPS is notified
by the bank that the checks cleared, and the account is activated. The
representative said "This whole process often takes six weeks."
2/21: We needed more medications, but the COBRA account had not been
set up and activated, so we paid the pharmacy out of our pocket again.
2/24: The checks were not cashed even though they may have been sent to the bank 2/20. It's amazing how slowly events move when done by SHPS.
Is it possible that SHPS is trying to delay activation of the COBRA
account because they make money when the customer avoids medical care when
the COBRA account is not available for use?
2/26: The COBRA account is now active. Billing for medical doctors,
medical tests, and dentists have to be re-submitted.
3/20: We inquired about sending a check for COBRA for April, because we
have not been billed. We were told that there is a credit on our account, so
no payment is needed. (This is incorrect)
4/06: We have still not been reimbursed for our medication payments. We
were told the wrong form to use, so the correct form is now in the mail to
4/06: We received a bill for over twice what is actually owed, even
though we were told that no payment was needed for April. What a horrible
way to run a business.
Carousel Toyota, Glen Mills, Concord Township, PA, is a great dealer.
Their service department is very honest, and only suggests repairs that are
needed. They don't add not-needed repairs to state inspections.