My husband was admitted to the emergency room with a dangerously high fever. After enduring a six-hour wait, we were finally informed that an X-ray revealed a mass on his lung, necessitating further investigation and treatment. Throughout this ordeal, we made sure to follow protocol: we called your insurance hotline while driving to the hospital to inform you of the situation, and we continued to call multiple times during our stay to confirm coverage, as we were being forced to pay for procedures such as blood work out of pocket. Shockingly, despite these repeated calls, we did not receive a single callback or email to guide us through the process or confirm coverage. This lack of communication is inexcusable, especially during a medical emergency. Yesterday, after my fourth call, I finally reached a customer service representative who was clearly unprofessional — half-asleep and seemingly working from bed. He informed me that an email had been sent, only to later admit that it had not been sent at all. To add insult to injury, we were told that for my husband to receive coverage, we needed to print, fill out, and scan back a form completed by the doctor. How can you possibly expect a seriously ill patient with suspected pneumonia to handle paperwork that your team should be coordinating directly with the hospital? Their service is awful and I would not recommend them to anyone who has a serious emergency. Especially paying so much money for coverage for a year!!!