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Health insurers tune in to Twitter for customer service

Kaiser Health News, August 8, 2013

On June 18, Houston-based Sharon Roberts, who had been diagnosed with endometrial cancer a year before, put this message out into the Twitterverse: @teachdance11: the BRCA gene test is 2 parts. Aetna paid $300 part. Not the $7000 part. Gotta be rich to be in the know The 55-year-old teacher was surprised when @aetnahelp, the customer service Twitter feed for the insurance company Aetna, quickly responded. Through Twitter and phone calls, the insurance company clarified that she didn't need to take the more expensive test and then identified that she had been charged double by her hospital for other treatments.