I am a representative in the Metroplus customer se...

I am a representative in the Metroplus customer services dept. I understand the many concerns brought up in this review. I often get the feedback directly from members calling in on a daily basis. Here's a little feedback from the inside. Firstly I know waiting time can be the WORST start to any experience whether doctor office, phone company, insurance etc. The member base for this plan has grown to half a million and now the staff too has grown to satisfy the needs of the extra flow of members and providers a lot faster.Wait time has gotten much better including a new service that CALLS BACK automatically if the queue is filled with callers. So you won't be kept waiting.
Claims regardless how enormous are paid. Many times the issues that cause AUTH's to be held up are administrative issues from the offices and the time frames they are sent to the plan. We do have a time frame to manage your needs which is held to highest integrity by the NYS to ensure your care is priority. Unfortunately due to those laws too we are unable to proceed without all pertinent information i.e. medical records, doctors notes etc. So it looks bad for us however this is a common challenge around the board for all insurances. These are concerns we're all working on as an insurance field. Now there are some representatives that don't do the best job of representing this plan. There is no excuse for this as we are the face of your experience with Metroplus. We really do intend on doing a much better job in handling your concerns cares and needs in a respectable time. Please continue to share your reviews as it serves as navigation for us to better our plan for your needs. Thank you all for your feedback.