patient advocate foundation co-pay relief

susabail

I was approved by the Patient Advocate Foundation Co-pay relief and was guaranteed a certain amount of money would definitely go toward my scripts. I have spent the last two months trying to get paid for my claims and the first time i was told i didn't do the paperwork right okay that's my fault but i stated in my letter to them please let me know if i did these wrong so i can fix any mistakes, after three weeks of no calls i called them and was told that i did them wrong and what i had to do to correct them. I did so and sent out the paperwork yet again 2nd day air and once again i had to be the one to call and was told that most of it was right but that i needed the label from the prescription to actually show the amount of the script along with the receipt showing it.I wasn't told that to begin with I was only told it had to had the label showing the medication name on it. The woman i spoke with said if i had a history from CVS that would be all I needed and I informed her I did have that and I sent in two copies of it with the claims but she of course couldn't find it. She told me to fax it to her (once again costing me money I really don't have for all of this as I live on Social Security Disability) and she would get it going right away and that since some of it was loaded into the system on november 18th it shouldn't take long. I gave it a week and called again only to be told that there was nothing pending just that the paperwork was loaded and was told as i have on each phone call first come first serve, which I found odd since my letter stated I had a guaranteed amount and then after that it was first come first serve. I called again this week and was told that they showed only 1/3 of the claims I sent set up for payment but couldn't tell me when i would get paid but that they had paid one of my doctors $ 315 on November 15th. So I don't get how my doctor gets paid right away but I am left bugging them and spending money i can't afford for two months. I know this is supposed to be a good thing they are doing and if other are getting paid in a timely manner that's great and obviously i just happen to be the one unlucky person, but if there are others out there having the same problem and getting the same answers each time please let me know your circumstances.

kalvord_PAF

Hi @susabail,

I'm so sorry to hear that you've had such a difficult time within our CoPay Relief program! I know it must be extremely frustrating and causing you undue stress during a time that you want be putting your energy towards a healthy recovery. As a member of the staff, I do apologize on behalf of both PAF and the CPR program for the experience you've had thus far.

I'd like to connect you with a senior member of the program and have her closely review your files and documents in our system and work to promptly resolve any issues with your pending approvals and reimbursements.

I'd appreciate it if you could please send me a private message with your name and best phone number to call you, so that we can followup today?

Thank you for alerting us to the struggles you've had accessing our program. We work to ensure patients can better access and afford their medications and will continue to review our processes, communication, and training based on your feedback to provide the best customer service we can moving forward.

Sincerely,

Kelly

Patient Advocate Foundation