4/6/14 - I edited this post because of the name of the health insurance service Towers Watson provides as an IBM contractor for Medicare eligible retirees is now called "OneExchange" instead of "Extend Health". Originally, we were told they would use the name Towers Watson in 2014 but then they change the name of their "heath exchange" services department to OneExchange a couple of months ago. It amazes me how hard they work to keep things confusing. In the future, I will use "OneExchange". I also edited the text of this post to try to reinforce this name change in our brains.
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
Extend Health OneExchange interactions, IBM will be able to get an accurate picture of the issues we encounter. I don't have a clue whether IBM does look or even cares about the service we are receiving from OneExchange. I will guess it is low on their priority list.
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.
Extend Health Towers Watson uses a company called PayFlex to process claims. PayFlex is not customer facing. When you call to discuss claims with an
Extend Health OneExchange representative - they will either try to answer you (inadequately has been my experience) or they will talk to PayFlex and then come back to you to give you the answer. I personally have found the PayFlex processing site to be clumsy and the navigation to get from the
Extend Health OneExchange site to the PayFlex site and then back again to be awkward.
Calling
Extend Health aka Towers Watson OneExchange to resolve an enrollment problem or a reimbursement issue is hit or miss. In addition to calling, send an email to the
IBMsupport address to either document your call or to use as a first step to resolving your issues.
I believe you will have a more positive experience and that Towers Watson will be forced to present an accurate picture to IBM of our experiences. It may not change anything about our level of service but it is worth a try.
I noticed that my "Explanation of Benefit" lists the HRA contribution incorrectly. I selected IBM Survivor Coverage and the amount do not reflect the selection. I called Towers Watson and was informed that some of the HRA contributions were inputted incorrectly and will be corrected by the end of February.
ReplyDeleteSend an email to the IBMsupport address asking them why it is taking so long to fix the contribution error.
DeleteThey are screwed up as usual. Now they are saying that it will be mid April before they will no for sure who did or did not elect the survivors option for theirHRA. At that time OneExchange, aka ExtendHealth, and PayFlex should have your correct HRA amount assigned to your account. If you see this is in error I would suggest that you call OneExchange immediately and ask to talk to a manager since many reps are still dumber than a bag of rocks. Do not give up until you have been assured IN WRITING that the amount credited to you HRA matches what you believe is the correct amount.
DeleteAttila
Roger, maybe people should also start going back to the IBM Employee Service Center to complain about the incorrect information. It's still IBM's responsibility to fund the HRA so that's another way of letting IBM know the mechanics are not working. Maybe writing a letter to Budco will also rattle some chains. I think the more different places people make noise about errors the more likely there will be an effort to remedy the errors.
DeleteThanks for the IBM Support info. I have a complaint to file with IBM. I am including it here as it may be beneficial to others about how SNAFUed EH phone/automated system is.
ReplyDeleteI have 2 complaints with Extend Health so far. I enrolled my wife and myself back in early Nov. over the scheduled phone call. We had chose one of the MAP plans that we would have chosen if IBM had not gone this route. We also chose VSP.
I gave the EH person our bank routing number and was told it would take care of any monthly premiums for withdrawal and reimbursement. VSP took out the annual payment (end of Dec. or beginning of Jan.). I checked my EH account and saw automatic payment and reimbursement were set. I checked with EH end of Jan. to find out when the reimbursement would come through. I was told it was not set up that one needs to provide the bank routing numbers twice - once for withdrawals and once for reimbursement.
The Customer Service rep informed me of the providing the routing number again for reimbursement - via internet, fax or phone call (the rep had a very heavy accent and it took about 15 minutes of asking them to repeat themselves where I finally was able to adjust to the accent). I do not do business over the internet, so I said phone call - fortunately they gave me the number for this prior to trying to switch me to the automated reimbursement system phone. That system switched me back to another CS rep instead of recording my routing number. That rep told me that the automated system was SNAFUed, but to hang in there and keep trying (these reps are not allowed to take your routing number - EXCEPT at enrollment. On a couple more retries, the automated system responded. As I entered my name, it kept insisting it was hearing a "B" instead of an "E". When I kept telling it "NO", I hung up out of frustration;. I retried a few more times and either ended up with a rep or the automated system. The automated system kept messing up on what I would say, even with careful enunciation. I did this all in the afternoon. I happened to be up most of the night, so I tried again at 4:30AM and after one false start (asked me for my account number and I started with the bank routing number - WRONG - could not correct it - had to hang up). After 2 or 3 more retries with the automated system messing up, I was finally able to enter the numbers for automatic reimbursement. I called later that day and a rep verified I was set up for automatic reimbursement. So hopefully, I will be reimbursed for VSP by April.
If you haven't already done it - send an email to the IBMsupport email address describing your experience and ask what they are doing to fix it.
DeleteNew Topic: Go to the link below to obtain the latest pdf for IBM/OneExchange.
ReplyDeletehttp://ownersguidefree.net/medicare-oneexchange-ibm
I am having less than expected success communicating problems through the IBM/ExtendHealth support site using the Email method. I fought for this link and was pleased that we got it few months ago. I asked to see who was manning this support group. I was told that it was senior ExtendHealth, aka OneExchange, reps and no IBMers or Net Benefits people. I said fine as long as they were responsive to our issues. For a time they were and I promoted this email link all over the IBMYahoo message boards as well as this Blog In the last few weeks the response from this group has been less than stellar. They could be tired of them beating the crap out of them for the last 3 months. So, PLEASE, PLEASE, use this method to communicate your issues to OneExchange. We are running into some reimbursement issues that I have taken forward to PayFlex. That is the subcontractor that processes payments for OneExchange from you HRA. If any of you are having unresolved issues please let me know. I don't need emotion, just the facts, name and contact, phone or email address and I will be happy to work with you to resolve the issue at hand. If the email method works to resolve your issue that is good as that is what it is supposed to do.
ReplyDeleteEmail is: ibmsupport@extendhealth.com
My name is Roger aka: Attila the Hun. email is rmeggy@bellsouth.net
Plato,
ReplyDeleteThe problem with Net Benefits is that they now can claim ignorance since we over 65 retirees are not under their responsibility for anything to do with Health care including payments. All they claim to be responsible for are our pensions. My approach would be to first call OneExchange. You can also get transferred to PayFlex and I have used that to fix things. As a matter of fact I am working with a representative from the PayFlex General managers office on some obvious issues and we are making slow progress. However, retirees should start with OneExchange. If no satisfaction, then use the Email to the IBM OneExchange group. IBMsupport @extendhealth.com. Here is an updated email address that was attached to my last reply from the support group., : IBMSupport.OneExchange@TowersWatson.com
If that does not work retirees can let me know that they are still having a problem. My email is rmeggy@bellsouth.net.
One note I am going to copy here and is as follows:
In the future, be prepared that when you make a call for help to OneExchange, get the agents name, the time of day and the date. Also take brief notes of your request and then write down exactly what the agent told you. I am an IBM over 65 retiree that has been involved in this battle since last September. I am tired of this crap from OneExchange, aka ExtendHealth. All I want are the facts. NO Emotion, just the facts. I am going to bat for all of us and the last thing I need is to lose credibility with IBM because I am running around accusing people of incompetence and my case is based on someones emotion and very little factual evidence.
If retirees will adhere to my suggestions then we can continue to make progress.
Roger aka Attila
I agree that IBM will no longer get involved in any claims management nor insurance choices for Medicare eligible retirees. That indeed was thrown over the fence to Towers Watson. However, IBM still owns the funding of the HRA/FHA accounts. Therefore, if the claims are improperly processed and Towers Watson does not fix it or if the HRA is improperly funded - that is an IBM issue. I also agree that the IBM Service Center won't know a thing about it. However, it is the only way to gain access to the "Plan Administrator" who manages the Plan fund. So, if someone is not getting the proper funding allocation, I believe a call to the IBM Service Center telling them you want to talk to the Plan Administrator to file an appeal is the right first step. Writing a letter to the IBM Plan administrator is the way to pursue a remedy by appealing is the next step. In the "About Your Benefits: Post-Employment Summary Plan Description" USHR 112 there is a process described starting on page 218.
DeleteEligibility for Enrolling in a Medical Plan with One Exchange
ReplyDeletePrior to their 65th birthday, retirees who are becoming Medicare-eligible will receive a package from the IBM Employee Services Center which contains a required legal notice. Beginning when the retiree turns age 64, they will receive a letter from the Towers Watson OneExchange about Medicare and the exchange. OneExchange will continue to reach out to these retirees at 3-month intervals with reminders. The retiree can contact OneExchange anytime during this period to obtain information about coverages available through the exchange so they are prepared to make their plan selection as they near their Medicare eligibility date.
October 21, 2015
ReplyDeleteOn October 20 I had a call in appointment at 1 pm. It took 20 min. for a customer service rep to answer my call. She then said she was transferring me to a certified advisor. It was another 20 min. before an advisor answered my call. He had such a thick accent I could not understand him and asked to be transferred to someone else. I waited another 20 min.. only to be connected to another customer service rep who then said she would transfer me to an advisor. Fifteen minutes later another advisor answered with another accent that made it very difficult to understand him and I again asked to be transferred. He argued with me and I just hung up
I called back to begin the painful process all over again and after another 20 minute wait gave up. It was about an hour and half of a waste of my time.
If you are given an appointment to call that should be honored. Obviously there are not enough advisors for this busy enrollment period. Also if one has such a heavy accent why are they hired ? Making a very informed and intelligent choice concerning one's health insurance is difficult enough.
In the 25 years we dealt with IBM and their insurers we always had satisfactory experiences. My impression is that IBM has washed their hands of their retirees and hope we just go elsewhere for our insurance needs.
That is probably what we will do as I will not go through that awful experience again. This was just totally unacceptable.
Mary Ann Serpa
sorry-- but thank God I came across this 'site'-- I have been so frustrated trying to get matters straigthened out --I was wondering what I was missing-- I am trouble getting IBM reimbursements because of an additional benefit that I recieved as a lockheed martin employee-- an hra-- also with one exchange-- and I can't even access my ibm acct any longer-- the language thing about drove me nuts-- still trying-- but it is good to know that it is not 'all in my head'
DeleteI suggest when you get totally frustrated with OneExchange you should contact Dr. Rhee at kyurhee@us.ibm.com and copy his boss, Barbara Brickmeier at bbrick@us.ibm.com to try to get resolution.
DeleteI called on appointment time and said I think I will keep same coverage..they said ok..I said how much will premiums be this year for BC/BS. They said we can't tell you,it has to come from the insurance co. yes we can tell you the premiums on everyone except your existing plan..I said what if they double premiums and it's past enrollment date.They said well,you can change BUT you will have to fill out health form,etc,etc.......................................really,you can't tell me how much ?? No
ReplyDeleteWow. That's really frustrating. If it is a Medicare Advantage plan or an Rx you can find the price of it on www.medicare.gov by looking in your zip code for policies available for sale. If it is a Medicare Supplemental (aka medigap) plan then when you change has nothing to do with open enrollment. How or whether you can change to a different plan depends on your state rules. Call you "State Health Insurance Assistance Program" to find out. Find phone number at https://shipnpr.acl.gov
DeleteI have been told that the only way to use FHA/HRA funds was to buy your Medicare C/D policies through One Exchange. Is this true?
ReplyDeleteYes, you must buy at least one insurance policy that is a Medicare supplemental insurance plan for original Medicare, a Medicare prescription insurance (D) or a Medicare Advantage plan (C) from OneExchange to be able to get your funds from IBM. OneExchange does not sell all the policies available in your zip code. Many people use original Medicare for maximum doctor choice and buy a medigap (Medicare supplemental) from OE to get the funds and the part D by finding the best fit D plan on medicare.gov (if it isn't offered by OE).
DeleteThe most ludicrous part of this entire automatic refund issue is that you cannot get the Humana policy we have if you do not have Medicare Part B but this year you cannot get them to acknowledge your eligibility for the Medicare part B premium reimbursement nor for the Long Term Care premium which IBM pays on our behalf through a Payroll deduction.Last year took what I thought was forever to get things straightened out but his year you cannot even get through.And now Acclaris is part of the the same mess having been purchased by Towers Watson.Maybe they should fix what they have before buying any more companies.Ya think.
ReplyDeleteI don't understand your predicament. You must have Medicare part B to be eligible for a Medicare Advantage plan - which is what Humana sells. If IBM is also providing you with SHAP then you are likely getting most of your part B premium reimbursement through SHAP. Then you can only get the residual part B amount reimburse from OneExchange. There is another post on this blog providing email addresses of executives in IBM who manage this process and it may be time to contact them because of your troubles.
DeleteIn March, I mailed my medical receipts to OneExhange, now in El Paso. Called a few weeks ago. They never received them. I asked if I could submit online. Answer: Only in html format...beyond me. What I hate is that they don't acknowledge receipt for a very long time. SO I don't know if they got them (and why shouldn't they?) or not. Now about to re-mail receipts with fingers crossed.
ReplyDeleteMaybe you have done this already. On the PayFlex website there is a place where you can request an email be sent to you to verify they have received your claim for reimbursement. Also, it seems fax works better than mail for filing claims.
DeleteFor IBM retirees that are having trouble with One Exchange, we'd like to offer help.
ReplyDeleteRoger Meggyesy, Roy Barnes and I (Ron Linton) are retired IBMers. Thanks to Roger's efforts, we are able to escalate problems that don't get resolved through the normal One Exchange channels.
We've created two groups, one on Facebook and the other on Yahoo to collect information about how to use One Exchange, and also allow retirees to post questions, comments, and request help.
The url's for these groups are:
https://www.facebook.com/groups/401275466712629/
https://groups.yahoo.com/neo/groups/OneExchangeIBM/info