As predictable as it is SAD!
Please excuse the liberty, colleague, I’m responding to the November 6 letter from one of your Division of Social Justice assistants, Jennifer Lonergan, who incorrectly stated that I had addressed my letter of October 12 to “Eric Schneiderman”.
I voted for you in each of your State Senate elections and for A.G. I share many of your political views, including the belief that a primary role of government is protecting citizens from the predations of the powerful. I applaud the proactive stances you take on many important issues. I don’t blame you personally for the inadequate response to my long and detailed letter, though it reflects poorly on the office that acts in your name.
Ms. Lonergan begins her point by point refutation of my painfully researched assertion that the New York State regulatory help scheme for low income health insurance consumers is a cul du sac by demonstrating active listening, the dismissiveness of her tone in restating the obvious probably inadvertent:
It appears that it is difficult for health care consumers, such as yourself, to ascertain where to turn for help regarding various health care issues, and further, that you received misinformation from various entities tasked with assisting consumers with health care issues.
Ms. Lonergan, although perhaps not fully grasping the blood pressure elevating vexation that unregulated health insurance causes low income New Yorkers, did an impressive amount of cutting and pasting in assembling a letter full of potentially helpful sources that could possibly solve some pressing healthcare-related consumer problems within only a few months. According to her, the help desk in your office is more than a match for most of the vexing, unregulated consumer abuses detailed in my letter.
Her response to this paragraph was noteworthy:
Essential Plan members do not have a right to file complaint appeal (sic). If they need assistance filing a grievance or appeal, they may also contact the state independent consumer assistance program at: Community Health Advocates, 105 E. 22nd Street, NY NY 10010 or 888-614-5400 or email at firstname.lastname@example.org
source: Anthem’s National Contact Center Document under NY market tab for “Essential” plan updated as of 12-14-16 at 7:56 a.m.
She informed me, presumably based on research unavailable to a consumer like myself, that the health insurance representative had been mistaken when he pretended to read corporate policy from his customer service manual. This leaves me marveling at the rep’s inventiveness and eidetic memory, “reading” me the identical made up wording several times, so that I could transcribe it accurately. Adding that it was printed in red, and providing an invented source, were truly brilliant, if diabolically misleading, touches.
Ms. Lonergan also corrected my slipshod use of the legal term “fraud”; she was good enough to point out that I had not established an essential element, since doctors I’d been referred to by the insurance company who had refused me treatment had not actually taken payment from me. I guess, arguably, the premiums I pay every month to the corporation that referred me to these doctors are beside the point for purposes of a claim of fraud.
I greatly prefer the letter from Mr. Bockstein (attached), which, while clearly sent to me in error, at least spelled my name right and did not dismiss the health-threatening concerns I’d taken pains to detail carefully for your office’s consideration, practices I offered as illustrations of the desperate need for the policy changes I suggested. I subsequently had Mr. Bockstein’s kind assurance that my original letter was under consideration by an advocate named Jennifer Lonergan who would be getting back to me. No point beating a dead cul du sac here.
I suppose the most honest letter I could have received in reply to mine would also have been the most depressing: low income healthcare consumers get whatever care they get, and whatever version of due process goes along with it. And though they may address a letter to a champion fighting institutional injustice, with the power to advocate changes to grossly inadequate protections under the law, they can expect, at best, a letter like Ms. Lonergan’s.
Have a great day,
For reference, the corrected file number on my original letter is 1370738. Presumably my letter is also preserved under that file number.