November 27, 2007

BlueCross / BlueShield of GA Website

Worst. Website. Ever…

BCBSGA has got to be the worst website I have ever had the misfortune of using. I needed to get copies of a couple EOBs for my health insurance plan. The usability for the personalized pages is absolutely horrendous (I can only assume the rest of the site is similarly bad). First of all, I had previously made an account on the website, but recent security upgrades required that I go through a “security upgrade” process. The problem is that I just tried to login before doing the security upgrade. A good website would allow the login and immediately initiate the upgrade process. Unfortunately, BCBSGA decided it would be better to have a generic login error with no indication of what the problem is. Instead, you have to go back to the front page and click a link to upgrade.

Next, the upgrade process forced me to create a new login name when I already had a perfectly good one. Why? (There was no indication that I COULDN’T reuse the old login name, BTW. ) When I finally did get to the claims section, all the links to my EOBs were broken. Also, the summary version of each EOB was wrong. For instance, deductible for all claims was listed as zero when I know for a fact that I have to pay ~$300 per family member per year. Ridiculous.