Customer service is HORRIBLE! Sent to Philippines and people can barely speak English so they repeat every statement you make (very annoying). It takes 20-30 minutes to get someone; if you aren't disconnected when they pick up, which happens often and then you start all over. Once you get through it is always the wrong department so they transfer you for another 20 minute wait. I've often been disconnected again or sent to the SAME department for another 20 minute wait. Right now I'm on my second call and a total of just over two hours to talk to a claim representative to correct a mistake THEY made. A supervisor? None available. Every representative just wants to pass you onto someone else. Oh, and the entire time you listen to an endless loop REALLY horrible quality (in this digital age?) of the song California Dreaming for TWO HOURS now. ONE song? Seriously? Can't shut it off. The representative couldn't even shut it off and we were yelling at each other over the music. So lame. I used to like that song, now I hate it. So I'm mad at Blue Shield for that too. Btw, occasionally you are transferred to the US station and no matter who you reach they take care of you immediately without delay.