I feel like I am losing my mind. In October I started new insurance policy. As soon as I got my new card, called my insurance to see where and how to fill my proscriptions. I was told for Dexcom, I should go straight to Dexcom.
Called my Dr, had them send the prescription to Dexcom
Called Dexcom, gave them my new insurance card and my Dr’s info.
Went overseas in November - this was my mistake
December 16: Email from Dexcom said, I am your assigned rep (Joe) I received paperwork from Dr. Call back at this number to confirm. Called back and Joe not available, spoke with another was informed that an insurance review was required, should take 3-4 days.
December 30 received email from Joe at Dexcom, please provide address and what supplies are required. Of course I responded via email immediately. I need sensors and transmitter
Called to check status of my order, Joe’s voicemail is full, I cannot even leave a message, spoke with someone in customer service. They say it is the new year another insurance check is required. I lose my temper, demand an escalation. The supervisor puts a rush on the insurance check, and assured me it will only take 24 hours.
January 6, Call and inquire on status, customer service says insurance check not complete. I escalate again.
January 7, Call and inquire on status, customer service says insurance check done, lets process order BUT paperwork in insufficient. She will forward request to Joe, who will contact my DR. Joe with the full voicemail box? I demand details, and was told that my Dr must send a Cert of Medical Necessity because the existing one is expired…
Call my Doctor, they do NOT have such a form, as it is sent by dexcom and typically already completed. I freak out, my transmitter expires next week, I plead and wring my hands. Dr calls local dexcom rep to get form.
Jan 8 Joe calls me and says, we have the paperwork, we will fedex your supplies and transmitter. Sorry for the delay,.
Called to check status of my order, where is my stuff? Joe said it is coming overnight, that was wednesday! Rep say, order on hold we need the paperwork from your Dr.
My head explodes
I escalate again, sit on hold for 45 minutes to speak to a supervisor. They say they will call me back in 1 hour, that was 2 hours ago.
Wish me luck, I am calling them back