I have had to call Tufts customer service about nearly every claim that has been processed for my family of five. I do insurance billing myself so I can generally tell when processing mistakes are made, which has been more frequent with Tufts than my other insurers in the past. What’s most disturbing is that, even though my family deductible was met for the year, Tufts kept applying new charges for the individual deductibles, thus attempting to increase my costs. So far, customer service has helped me fixed these claims, but I am baffled as to why this keeps happening. Why isn’t its processing system capable of handling one of the most basic tasks for an insurer—automatically tracking and detecting deductible accumulations and limits? And how many Tufts consumers are paying more than necessary for healthcare because they don’t know enough to understand when this is happening? I found that at least one Tufts representative recently didn’t even understand what a deductible is! I also tried multiple times with different representatives to have my husband’s phone number updated on our account. Somehow, they’re using a number that’s about 15 years old. My attempts were futile and I was eventually told that we can’t change our phone number through the representatives—we’d have to do it through the business organization through which we obtained our insurance. (That organization told us that Tufts has to make that change themselves; so we’re stuck with Tufts calling a complete stranger with our confidential health information!) Talk about awful customer service when you can’t even update your contact information with an insurer. So many of Tufts’ mistakes are just inexcusable. Representatives in general are kind and do tend to be helpful, but having to call about nearly every insurance claim has amounted to a part-time job for me and a major loss of productivity and the infliction of undue stress on my part.