Towers Watson setup the email address IBMsupport.OneExchange@TowersWatson.com (it used to be IBMsupport@extendhealth.com) specifically for IBM retiree issues. Maybe if we use this email address as the way to resolve problems and/or to describe
Towers Watson's OneExchange is providing services to many companies - not just IBM. Remember the original flyer that said they are supporting over 500,000 retirees. So, when you call you are just a member of that large client pool serviced by their agents. They record the call because they are insurance agents and, by Medicare law, they are required to keep accurate records of their client interactions but the likelihood that IBM will listen to our calls is low probability.
Towers Watson acquired Extend Health a year or so ago to get into the "health exchange" business so in addition to the name change to OneExchange - there is also likely a consolidation going on within that superstructure. I also keep putting "health exchange" in quotes because, as I have written many times, the services we are getting are the services of an insurance agent - so this name change is totally misleading. Think INSURANCE AGENT any time you talk to them. There are NO special products being offered by Towers Watson that are unique group plans. Anything you buy from them is a product you can buy in the open market place. Frankly, it is really onerous that we are forced to buy at least one product from OneExchange but that was baked into the contract IBM has with Towers Watson so that Towers Watson could get the insurance agent commission. They don't even do the actual claims processing to give you HRA/FHA reimbursement.