Since I joined TuD 8 months ago thereabouts, I've seen a lot of complaints and criticism against Insulet, chiefly around three things: Difficulty getting them on the phone, new generation pod shipment issues, and problems with failures of the new generation pods.
The complaints were certainly legitimate. However, there's always the "squeaky wheel" phenomenon, so there are no doubt plenty of customers that are very happy with their Insulet relationship. I'm one of them.
I've had nothing but truly exceptional service from them. The 4 or 5 times I've had to deal with them since I went on the pod back in July have been 100% perfect. That describes my latest encounter, which just concluded.
Being new to this, I wasn't aware of the whole, "re-authorization" deal with insurers. Called up 1/30 to order my next 90-day batch of pods, learned I needed re-authorization from Anthem/BC. Insulet would take care of it.
ABC dragged their feet, and when I called Insulet this morning, they still hadn't received it. That's when the bad customer service experience began -- with ABC. Insulet hit them again, with some higher-priority query because I'm wearing my last pod, and also suggested I call too as sometimes the insurers are more responsive to their client.
Called ABC, sat on hold for 2 hours due to high call volumes. While on hold, got another call from Insulet with very good news.
They had been successful (I'm sure there are "back channel" phone numbers they can call that we slobs have no access to), and got approval. Because of my situation, they were going to overnight me 3 complimentary pods to tie me over until the regular shipment arrived, going out tomorrow.
That's $100 worth of pods, gratis. I'm due for a change tomorrow evening, so this will work out perfectly. They didn't have to do that, but, they did.
They're a good company, and I'm a very satisfied customer. I can't wait for their next generation!!