To days ago I discovered I didn't have enough meds to last until I could arrange for mail order from Optumrx. My doctor prescribed usual meds to optum and an overide to my local pharmacy to cover me until meds could be mailed.
Optum allowed one med to be filled but denied two of them "my plan did not cover over rides." It took four hours of phone calls and 3 trips to the pharmacy and a trip to my doctor's office to get 14 tabs of the needed meds. The confusion of poor customer relations combined with robotics that are designed to keep customers at bay nearly drove me insane. One rep sternly insisted that "I should just listen" as she read me verbatim the company's policy. Finally after four hours of debate I was told that I could get the meds.
This was not a complicated situation. Please FIX.
Product or Service Mentioned: Optumrx Prescription Refill.
Reason of review: Order processing issue.