My family member is a medical professional (can't say what their title is) who has been on hold with CareFirst for 1 hour and 25 minutes and were just disconnected. When they called they were "caller number 1 in line". At the 32 minute mark, someone came on and said they had been "routed to the wrong department" and transferred them, where they were placed on hold again. Finally at the 1 hour and 25 minute mark they were disconnected. They had a similar situation a couple of months ago trying to straighten out a payment that CareFirst sent to the medical practice instead of the insured (insured should have received it). That has yet to be corrected.
I have a feeling many of the CareFirst executives look at these posts. I really hope one of you sees this. I am an employee and all I could say to my family member is, "I am not surprised".