Medicare Drug Plan Information Glitches

A report from the Government Accountability Office (GAO) the nonpartisan investigative arm of congress has found that Medicare Drug Plan sponsors often give out inaccurate information to callers to their help lines. During a study they conducted they called the call centers and tracked the amount of time it took to reach a customer service representative then looked at the accuracy and completeness of answers to their inquiries. While for the most part calls were answered promptly they did find that at the 10 largest drug plan call centers the information they received was not always accurate, complete and in some cases customer service reps were unable to answer questions at all. They also found instances in which different representatives from the same call center gave different information to the same question.