Even though I stopped working 2 years ago due to major illness, I still get benefits from my former employer. This past year, on June 1, they switched from one mail-order pharmacy to another. Both had the policy that I had to have my insulin shipped from the distribution center. If I chose to get it locally, I'd have to pay 70% of the full price out of pocket.
I opened the box, which contained a styrofoan container, which contained some former ice packs and 3 vials of Humalog. The ice packs were completely melted and felt very warm to the touch.
Here is my conversation:
K: I just opened shipment #--. The ice packs had melted and they, as well as the insulin, felt warm. I'm concerned it may be spoiled and would like to request a new shipment please.
P: Oh no, I'm sure it's fine. We consider that the insulin can be in the box as long as 8 days. You got yours in 3.
K: I cannot take any chances with my blood sugar and don't want to "test it out" to see if it's working properly. I need the order replaced tomorrow.
P: That's not possible.
K: Could I speak with a supervisor?
P: They all go home at 6. They need to spend time wit their families just as much as you do. (??????)
K: I would like you to document all details of this phone call, and have a supervisor call me tomorrow morning.
P: Thank you for calling, and have a pleasant evening.
No one called me the following day. About 4 in the afternoon I phone them, asking for a supervisor. The supe said there was no record on my account of me having called the prior evening. Must have gotten lost. And no, since I received the shipment in 3 days, they would not be able to replace it. Even if the temps were in the 90's.
Today I called my employer's Patient Advocate Helpline, which assists employees with all types of insurance and quality of care problems. She said they'd been flooded with calls re problems with the new provider and she'd tell them they either had to replace the order, or completely cover me getting the insulin locally.
We'll see. I'm not expecting any thrilling results.