UMR Doesn't Pay Claims and I Am Fighting Back -- Update

About a month ago, I emailed a man named Jay Anliker. He's the president of UMR, a third-party administrator whose job is to handle claims for our family's insurance company. UMR's done an abysmal job handling our claims, for several years now. How abysmal? Let's put it this way:  That captain guy did a better job driving the Exxon Valdez. Ryan Leaf did better work at QB for the Chargers (2 TD, 15 INT). The security detail on the Lee Harvey Oswald prison transfer earned higher marks. If UMR's function is to timely and smoothly process customers' claims--and they've repeatedly assured me that it is--we're talking epic fail here. I'd had enough.

So I asked to meet with Jay. Here's my earlier post, which includes the full text of my email to him.

If you're not with me, you're against me.Jay didn't get back to me, but soon I got two calls. The first was from a customer specialist named Philip Traylor, the guy who, when I've asked what I can do to make sure this no-pay problem doesn't happen again, has invariably responded, "Nothing." The second call was from Frank Vierling, Senior Vice President of Operations for UMR. He reports to the COO, who reports to Jay. Frank told me he's directly responsible for claim and call operations, including some of the issues that I've run into.

I unloaded on Frank. Here's the audio of my rant.


Welp, Frank couldn't say why I'd been given such a hard time. He heard me out and promised to pass my concerns along to Jay. That was over three weeks ago. Total radio silence from Jay since then. So I wrote him again today. Here's what I said:

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Dear Jay,

It's been over a month since I wrote and asked to meet with you. I've heard from some people that work for you, but neither of them were able to explain why UMR has given my family such a hard time regarding our claims. I told both of your representatives that I am still a thoroughly unsatisfied customer and that my request to meet with you remains unchanged.  

I haven't heard from you personally yet, except for a reply that attached my original message but was otherwise blank. Not sure if you sent that in error (I do that same thing sometimes!) but I still would like to hear from you about when we can meet.

I'm sure your schedule, like mine, will get busier as the holidays approach, so let's get something on the books soon. Thanks, and I look forward to hearing from you.  

Best,

Bo Bigelow

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Watch this space.