Garvin emphasized the importance of timely responses from health insurers, especially for patients needing medications for chronic or mental health issues, stating that delays in authorization can severely hinder treatment progress.
As Garvin described the emotional toll on patients, she noted, "It affects them physically and emotionally. I'm talking to people and they're calling 12 times, 20 times... If they do, they say there's a delay and don't give a particular reason."
Garvin expressed deep concern over the patient experience with insurers, stating, "It puts patients through an ordeal they should not have to go through," highlighting the stress of repeated follow-ups and lack of clear communication.
An Anthem Blue Cross spokesperson stated, "As part of our commitment to improving the member experience, we've made meaningful updates to our grievance and appeals process and invested in advanced system enhancements," indicating a move towards better service.
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