I work in the admin department of a VERY LARGE Neurology office. I have unfortunately had to deal with this company for my patients who have Oxford and some UHC as a primary insurance. Briova is the lowest bidder, so it is a sad necessity. My job is to acquire and authorize medication to our office for our patients (I have to be vague). I have learned quite a few things dealing with this company over the last 3 years. In a nutshell... the Malaysian and Philippine call center is absolutely horrible and incredibly incompetent. Between a horribly dense accent (i do not mean to sound mean, but it is what it is) and an overall level of incompetence, they consistently suck. Aside from an average hold time of 45 minutes before dealing with these people, you hear themselves struggling to read their scripts as to what to say next. God help you if you have a name that is phonetically difficult to say out loud to someone who does not speak English well to begin with. I sadly end up requesting (which I suggest you all say as well) the "on shore" call center as soon as you connect. It is an additional wait but you at least have someone competent and able to help you correctly and efficiently. The problem, is that it is an even LONGER and additional wait to speak to them, because they are swamped. Outsourcing is sadly cheaper. Once you put all that aside there is a underlying issue. The call centers are the ones doing the processing of the MBI's and PA's. The on shore, call center workers have told me multiple times how I have done everything correctly and the problem is on them (meaning the off shore idiots) when processing work. There is a lot wrong here that I am not going to get into, along with an ARSENAL of horrible interactions I have had with them can be summed up in simple terms.... Briova Rx is just sad.