100 hours of my time and 7 appeals to fix claim processing errors for specialty care (three surgeries and a CT scans) that were all approved in advance. Virtually every call I was rudely told the mistake was mine; that I didn't understand my plan; that I didn't understand the referrals I received; that I had neglected to wait until the approvals were completed (not true), and that there was nothing they could do short of filing an appeal to see if they would make an exception for me.
The straw that broke the camel's back was when they removed access to all pharmacies other than Kaiser (the closest one was 12 miles from me and about 30 miles from my daughter), fired all of the community based physicians and demanded that I terminate the physician who had I chosen around 6 years earlier when we joined Kaiser and who was managing a half dozen very complex medical issues for our family - and go with switch to a Kaiser based physician - the exact opposite of their goal of developing an ongoing relationship with a physician who sees you as a whole person over time and coordinate care with an appropriate team of specialists. (My last experience with Kaiser based physicians was that they never stuck around long enough for me to see them twice - but I had given Kaiser, if not their direct physicians, another chance.)
I was pleased with the medical care - but the bureaucratic nonsense, administrative nonsense, and abysmal customer service have made any other option more desirable.
Sad thing is, I had gotten so used to their increasingly bad customer service that I was not really aware how bad it was until I encountered customer service under our new insurer. We had a rocky start - some of it our broker's fault, some of it because I insisted they honor the certificate of coverage and put my spouse on a family plan with us - rather than a separate plan that would have cost $3000 more. But in all of the calls it took to sort that out, I was never once treated rudely. Never once told I did not know what I was talking about (in fact most assumed it was my second or third call on each issue because I knew far more {thanks to Kaiser} than most patients), and they were virtually all apologetic that the problem had occurred in the first place - and that they could not fix it instantaneously.
I wish the circumstances were different - because I really do like the Kaiser model for care. Just not the reality in Ohio.
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