Philadelphia-Area Blues Struggle To Match Customer Service To Demand

The Philadelphia Inquirer’s Robert Calandra and Stacey Burling, working in partnership with Kaiser Health News, report: "Paige Wolf has been buying health insurance from Independence Blue Cross for years. So when the self-employed public relations professional learned that she could buy a top-of-the-line platinum plan for less than her old policy, she was ecstatic. But her good fortune turned to frustration when the Center City woman didn't receive an invoice for her new plan. She went on Independence's Facebook page to vent. Then she received an e-mail scan of an overdue notice for her January bill, with her doctor's address on it, not hers" (Calandra and Burling, 1/24). Read the story.

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