I posted this on their Facebook page: Dear Tufts: I can't believe the insanity your call center puts people through who are taking care of a parent, and have power of attorney, and are just trying to get basic information, like, "Did you receive the payment we sent and are getting threatening letters about?" The automated phone system is a nightmare, and when you finally get through to a representative, the multiple blocks to communicating simple things are endless. Even after jumping through the hoops, and filling out the yearly, "Appointment of Personal Representative" form, and mailing it along with an notorized "Power of Attorney," I received a message from a representative to call him about it. Dialing his direct extension (which he told me to call) is impossible through the phone system, and I am forced to speak with another representative, who keeps me on hold for 15 minutes while looking for the guy who called me, who of course isn't there. Said representative says that the only thing he can do is put me through to the voicemail of the guy who called (so we can play more torture phone tag) , and/or send me yet another "Appointment of Personal Representative" form to start the whole process all over again. He also can't tell me what was wrong with the form I filled out, or what happened to the notoized POA that they claim is not notoized. It was just difficult the year before doing this stupid stuff. And I am forced to do this every year. Just to be able to find out if Tufts received a Payment. I could see going through this if I was trying to change something with the policy, but just trying to find out if a check that I signed (because I have POA at the bank) was received, should be a simple, fast communication. Tufts, you need to have sympathy for the poor caretakers of very sick parents with dementia and streamline your systems of communication.