This is such a frustrating organization. I recently received written communication from them (as a PPO member) that all employees who had the PPO plan needed to know that there was a one month period in which to have the doctor or patient communicate with insurance company about medications. If the tasks were not completed within the month then the insurance company would never cover the medication again. However, the written communication was so poor that neither myself nor my doctor could understand what it was they were asking for.
Review from Guidestar