Universal American / TexanPlus looks good on paper but there is very poor customer service
Texan Plus looks great on paper but when it actually comes to providing quality service, it fails on many different levels. The first is lack of access to care and information through their representatives and it is very difficult for both providers and consumers. Requests for service for medications or procedures have been held up by Texan Plus initially denying it and then not notifiying the consumer about it or lengthy delays in responding by mail to finally tell you. When providers call in or consumers, one is placed on lengthy hold times, and then when one does get through the representatives are uninformed, misinformed, and even when they tell you they will take care of it, such as requesting a provider book or drug book, they do not send it. When I requested to speak to a supervisor after dealing with an unresponsive representative, he refused to allow me to speak with one and there are no avenues to go higher as they only provide one phone number for customer service and no email address. Second, the representatives are also retaliatory when one does make a complaint. Even if one complains to Medicare, all Medicare requires is a response back from the Advantage Plan to the consumer by phone call and Medicare does no follow up. When one writes a grievance letter to the company, all one receives is a general letter stating they will look into it and never resolves anything. An extremely frustrating experience and one where the consumer has no voice or power.