Consumer says health insurer not following ADA guidelines

Consumer says health insurer not following ADA guidelines

Member complaint

Blue Cross Blue Shield of Texas is my insurance provider. On more than one occasion, I requested their Americans with Disabilities Act coordinator’s name, department, phone number, fax number and mailing address. I never received this information.

During a phone conversation, a customer service representative told me ADA titles II and III, requested for effective communication of complex matters, doesn’t apply to Blue Cross Blue Shield of Texas and the policy holder. Further, the representative told me the ADA doesn’t apply to communications between Blue Cross Blue Shield of Texas and policy holders. Phone calls result in long waiting periods and multiple department transfers, resulting in hours-long calls.

I request that a high level supervisor responsible for ADA effective communication accommodation quickly provide written understandable, detailed, comprehensive answers after reciting in writing related individual questions for which I requested answers. Also, I want the supervisor to listen to all of my 2014 telephone recordings, starting with the most recent, and I want to know who is the Blue Cross Blue Shield ADA official responsible for meaningful progress toward the expected result of timely, meaningful insurance coverage. I want complete tapes, usable electronic media and/or transcripts of all of my 2014 telephone recordings.

Elwyn Shaw, Houston


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