The Silver Sneakers program is a wonderful thing but getting a customer service rep on the phone has become quite a challenge and, if you do, there are some people who should not be speaking with customers. For some reason my Silver Sneakers benefit stopped working the first week of February 2025 and my gym told me I had been canceled. Pretty embarrassing. I called my Humana agent and we then called Silver Sneakers on a conference call. The not so intelligent artificial intelligence gatekeeper would not let me speak with a live person and, when I verified my demographics with the automated system, it said I wasn't eligible for the program and needed to call my insurance company...and promptly hung up. My Medicare plan absolutely has Silver Sneakers. We then called Humana member services and their wonderful representative told us she had a phone number to call for live assistance. She connected us with someone from Silver Sneakers who apparently fixed the problem, gave me my 16-digit member number, and offered to email the information to me as well...great. Then when my Humana agent asked what had happened, why I had been canceled, the Silver Sneakers rep rudely snapped back "I did not cancel you." My agent said that she knew that and explained that she wanted to understand what had happened in case it happened to another Humana member, so she would know how to resolve the issue. We then realized the Silver Sneakers woman had HUNG UP. One of the most unprofessional encounters I have ever had with someone whose entire job is supposed to be helping customers. What a shame because one call used to get you to a helpful, intelligent live representative.
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