Anthem Insurance Customer Disservice

I hate paying money to be abused. Here is this morning’s tale of woe regarding customer “service” at the Anthem insurance company.

A few weeks ago, I received a letter telling me that the co-pay on my Zetia would increase dramatically and that I should switch to a statin instead. That is patently ridiculous advice, though, because I am also taking a statin (Lipitor). Were my cholesterol controllable with only a statin, I would not be taking both a statin and Zetia. So I just called the member service phone number and had this conversation:

Me: What is the process for appealing this increase in my co-payment?

Anthem: There is no appeals process.

Me: To whom would I send a letter appealing this increase?

Anthem: To our Grievance and Appeals department.

pregnant pause while I wait for more useful information to be offered — none was

Me: And what is the mailing address of the Grievance and Appeals department?

Anthem: You can send your letter to: Anthem, Grievance and Appeals Department – MO, PO Box 33200, Louisville, KY 40233.

I bit back my sarcastic questions about why she had told me that there was no appeals process. For what I pay for health insurance, why do I expect that I should get an honest answer to a simple and straightforward question?