MK Empress

Review of Delta Dental of Illinois

HORRIBLE - Signed up for individual policy. Name s...

HORRIBLE - Signed up for individual policy. Name spelled incorrectly in my records. I call. "I'm unable to help you. I'll transfer you." Transferred to a line with recording "pls hold." 15 minute wait and then "Are you calling about Glaucoma survey?" They had no affiliation w/Delta Dental. OK - maybe she dialed the wrong number when transferring. that happens.Call back, (wait, waiting, waiting) Brianna takes the call. I explain. She looks at record and tells me that was not possible I was sent to a wrong number and that the woman who took my call told me she submitted the change. WHAT???? i asked to speak to a supervisor as their prior rep is unethical. I'm placed on hold for 20 minutes. Brianna comes back; explains her system went down. Pls hold longer; did same at 23 minutes and then 27 minutes. i'm on hold as I write this..29 minutes - Ashley the manager takes the call. Uncertain how to read what the 1st person did (so, was Brianna incorrect?) she said she'd try to transfer to enrollment and "maybe they are still open." (It's 4:26 pm - not open AT LEAST until 5?). She also explained that they will send me a form to complete and I'll have to send back. She is unable to transfer me but gives me a number. By now I'm 1 hour into this odyssey. My call is answered. Within 1 minute I'm speaking to Jenny who asks me a few identification questions, changes the spelling and tells me it will take a few minutes for it to update in their system. It's a shame that it took 3 people until I found a well-trained, efficient and professional rep at Delta Dental.