Copay And Say Over Again
Bizarre, Illinois, Insurance, Pharmacy, USA | Healthy | March 14, 2019
(My insurance company has decided to stop covering one of my prescriptions for unknown reasons. I get a notice from them on a Friday afternoon, as well as an email from the pharmacy, that the prescription in question is due for a refill. Since it’s Friday at three pm, I figure I’ll just pay the cash price for it this month and call my insurance company next week. I click the link in the email to refill and go back to work. An hour later, I get a text update saying the prescription has been put on hold. I call my pharmacy.)
Me: “Hi. My name is [My Name], and I’m calling regarding my prescription I just sent for a refill.”
Rep #1: “Sure, I’ll look at that… Oh, it looks like your insurance won’t cover it for whatever reason.”
Me: “I know. I’ll just pay the cash price this month. How much will it be?”
Rep #1: *timidly* “[Amount].”
Me: “Okay, that’s fine. When can I pick it up?”
Rep #1: “You’re going to pay it?”
Me: “Well, sure. What other option do I have?”
Rep #1: “Oh… okay! I’ll finish it up for you. It should be ready in thirty minutes.”
Me: “Great. Thanks!”
(After I get out of work, I stop by the pharmacy. There’s a different rep behind the counter.)
Me: “Hi, I’m [My Name], and I believe there’s one prescription ready for me.”
Rep #2: “Okay, I see that here. Hmm… looks like there’s a copay.”
Me: “I know.”
Rep #2: “There shouldn’t be.”
Me: “They already told me. [Amount], right?”
Rep #2: “Let me look into this.”
Me: “It’s okay. My insurance company screwed up. I’ll call them on Monday.”
Rep #2: “You shouldn’t have to pay for this. There’s never a copay on [prescription].”
Me: *slightly irritated that he just announced what I’m taking to the entire pharmacy* “It’s fine. Really. Can I just pay?”
Rep #2: “I can give you a discount.”
Me: “The copay’s not that bad. It’s been a long day and I’d really like to pay and go home.”
Rep #2: “If you’re sure… Okay, I’ll put it in. I’ll even throw on that discount. If you want to have a seat, I’ll holler when it’s ready.”
Me: “Uh… the lady I talked to earlier said it’d be ready by now.”
Rep #2: “No, we were waiting until you stopped in. It’ll only be about twenty minutes.”
(I’m extremely annoyed now, but I’m trying my best not to show it.)
Me: “Look, I’ll just come back tomorrow. No problem.”
Rep #2: “It’s only twenty minutes. Maybe less!”
(I wave and walk out. I drive back over the next day, where there is yet another rep behind the counter.)
Me: “Hi, I’m [My Name], and there should be one ready for me.”
Rep #3: “Yes, it’s filled and ready to go. One minute while I grab it!”
(He grabs it and starts ringing me out.)
Rep #3: “Oh, um… I need to get the pharmacist. Something isn’t correct.”
Me: “If it’s the copay, I know about it! It’s not an issue!”
([Rep #3] disappears into the back. I throw up my hands in frustration. He comes back out a few minutes later.)
Rep #3: “There’s a copay on this. There shouldn’t be. We can look into this for you.”
Me: “LISTEN TO ME. You are the third person that I’ve explained this to. I know about the copay. It’s fine. My insurance company screwed up. All I want to do is pay and go home!”
Rep #3: “I apologize for the issue. I don’t know what happened with your insurance… Hold on. Did you say you are going to pay?!”
Me: *through gritted teeth* “YES.”
Rep #3: “Oh. OH! Yes, I’d be happy to process that for you! No problem!”
(I can only imagine how many temper tantrums people have thrown over copays to prompt that reaction from THREE pharmacy techs!)
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