InHUMANAty

Copyright (C) 2007 Robert S. Rosson. All rights reserved.

(The piece you are about to read is based on a true story. The names have been changed to protect the innocent, not the guilty.)

As I sit here in my room on the locked ward at the Institute, waiting for the attendant to bring me my anti-psychotics, I am trying to reflect on how I got here. The events of the past few months are mostly a blur but I’ll reconstruct them as best I can.

It all started very innocently. As a Medicare recipient I naturally took advantage of the Prescription Drug Plan. Like most citizens I could hardly understand the provisions of the plan but believed it would save me some money. I had no more understanding of the “donut hole” than I do of a black hole. On the advice of my pharmacist I chose Inhumana, the giant health care corporation, as my insurer for the plan.

I’m just an ordinary guy – a 68 year old retired accountant named Roger Robertson. My wife and I live on a modest pension and Social Security. I take standard medications for stable coronary disease, high blood pressure and elevated cholesterol.

For the first year there was no problem. Then I made the mistake of trying to upgrade my plan from “Standard” to “Enhanced”. For a higher premium I thought that I would take advantage of greater benefits. That’s when the trouble started. I called in my intentions in November of 2006 as I was instructed. I was told the upgrade would be accomplished. Months went by and every time I filled my prescriptions I was told I was still on the Standard Plan and had to pay the deductible and the higher co-pays. I had heated arguments with my pharmacist who said the whole problem was with Inhumana. I called Inhumana “Customer Service” (clearly a misnomer) at least five times and sent several e-mails, each time being told that the appropriate changes would be made and that I would be reimbursed for my overcharges.

These are some of the conversations with Customer Service in response to my requests:

11/20/06; Sonia: “Yes sir, we’ll take care of it for you.”

1/12/07; Thomas: “It wasn’t processed properly the first time. I’ll straighten it out and send it on to Underwriting.”

1/29/07; Tara: “It hasn’t gone through yet. I’ll make sure it’s done”

2/19/07; John: “It wasn’t put through correctly. I spoke to my supervisor who told me to enter it into the computer myself and it will be effective tomorrow.”

3/9/07; Carlos: It hasn’t gone through yet. I’ll see that it gets taken care of right away.”

By the end of March of 2007 I could take it no longer. I wrote to Medicare and my congressman. I threatened to engage a lawyer. I tried unsuccessfully to call the CEO of the company. All I got back was an e-mail from Nichol at Inhumana who said she understood my frustration but could not make any changes. The e-mail contained the following message:

“P.U.S.H. - PRAY UNTIL SOMETHING HAPPENS"

At this point something snapped. I overturned my desk scattering papers and computer components everywhere. I tore at my clothing. My wife found me sitting cross-legged on the floor in my underwear singing The Battle Hymn of the Republic.

That was two weeks ago. I’m better now. My therapist says I can go home soon. She says she’ll give me prescriptions for two anti-psychotics when I leave. She says I have to get them filled right away…………..

Published originally in YJHM April 19, 2007