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I was in a very difficult and upsetting situation ...

I was in a very difficult and upsetting situation with health care needs. I called to ask a couple broad questions regarding my coverage and was treated to a customer service representative who was very rude and downright mean. She questioned our order of events and our judgement on a very sensitive issue. She informed me I would likely be responsible for 100% of bills on an extended hospitalization, and she plainly enjoyed telling me this (in the neighborhood of tens of thousands of dollars). I had to pull over the car and regain my composure after talking with her. I next called our group hmo coordinator who immediately calmed me down and told me that we had done the proper chronology and were absolutely authorized and would be covered.

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