My friend tells me that he's a "nobody." Like the more than 159 million members on employer-sponsored rolls at U.S. health insurance carriers, he shares many of the same human infirmities. And like those more than 159 million other policyholders, he believes that health is a priority, so he takes a daily dose of maintenance medication.
That daily regimen served another useful purpose last month by illuminating some serious flaws in our industry's ability to provide adequate customer service. My friend expects and receives state-of-the-art online customer service from the insurer. Yet, oddly, the carrier requires, as part of an employer-mandated mail-order system for maintenance drugs, a paper-based application, which includes the physician's script.
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