A Kaiser Permanente California Individual customer recently commented, “I have been waiting for a response to my application for over a month.  I received a call yesterday stating that there was more info needed on my application. I was told that if I didn’t call back in 5 days my application would be canceled. I was on hold yesterday for 21 minutes and this morning for 30 minutes.  When I was able to get through to someone I was put on hold for 7 minutes.  She wasn’t able to help me and has put me on hold again.” During this busy time, customers are frustrated and Kaiser Permanente staff members are being pushed to the max.  

Where is the pain coming from?

1. Long Processing Times: Kaiser Permanente Underwriting is currently taking 6-8 weeks to process applications. New enrollment forms and processes along with increased interest in Kaiser health insurance has caused a huge back log.
2. I just found out that I was approved FOR LAST MONTH!!!: Due to the long processing times, applicants often are finding out a month or two after their effective date that they are approved and their coverage “began” weeks earlier. Not only that, they are expected to pay for this month of coverage that has come and gone. For example, a customer applied December 12^th for a January 1^st effective date. He found out on January 25^th that he has just been approved for January 1^st and he will have to pay for the entire month of January even though most of the month is passed (unless he changes his effective date, see below).
3. Difficulty Reaching Customer Service: Every year, this is a crazy time of year for Kaiser Permanente. However, this year things have been exceptionally difficult. Along with location changes and new hires, Kaiser has had to deal with the difficulties of launching a new online application. The application has over twice the amount of medical questions and as with any new software there have been plenty of kinks to work out.

How do I stop the pain?

1. Move Your Effective Date: Currently, Kaiser Permanente California is allowing new applicants to move their effective date forward up to 60 days. Take advantage of this so you don’t have to pay for coverage you didn’t really receive.
2. If Applying, Choose a Later Effective Date: Apply for an effective date that is 6-8 weeks into the future. This will allow you to find out your status before or at least near your effective date.
3. Call the Right People: If you are looking to enroll or change plans with Kaiser Permanente, call 1-877-752-4737 and select Option 0 to go straight to a live representative. If an underwriter calls you for additional information, use the phone number that he/she gives you. If you are already enrolled, call Member Services at 1-800-464-4000. You may want to call during less busy hours so it’s easier to get a live person. Avoid Mondays and Tuesdays. Also, you may have better luck calling in the mornings or later in the afternoon. It can be harder to get a live person when calling between the hours of 9:30 AM and 2:30 PM