It really irks me that my insurance company love to tout - both on their website, and in printed materials - that they offer “live nurse chat” on their webpage, “with real, accredited R.N.'s”
Yet, upon using the website, it’s so blatantly obvious that it’s a really low-budget chat bot that they’ve set up - you ask a question, then it responds in a mechanical fashion and spits out vague, pre-fab answers that are always the same.
How can they keep claiming these are real R.N.'s when it’s obvious they’re not? And what can I do about this false advertising?
You are assuming that your definition of R.N. is the same as theirs.
Do they actually use the term Registered Nurse or do you assume R.N. is Registered Nurse?
Is is possible that R.N. actually means their Bot?
It’s entirely possible that they are in fact real live RNs but are forced to use a battery of pre-scripted replies and they pick the best one for the situation. This is fairly common in chat support contact centers. I could certainly see doing this in an industry where a small typo or misunderstanding could have quite serious ramificantions.
If you really want to pursue it, you could contact your state attorney general regarding the suspected fraud and they will investigate your allegation with the company.
Sorry about that- they do actually use the phrase “registered nurses.” I honestly think it’s just a chat bot.
The phrases “R.N.” and “registered nurse” have very specific legal meanings and can’t be used to mislead.
Most likely, they have pre-recorded information about the most common problems, but have nurses on staff during business hours to answer more specific questions. For example, my insurance company has recorded information on, say, when to call the doctor should my child get a fever. This way, the info is accessible 'round the clock. However, should my child develop a fever with a rash, and it’s during the day, I can talk to a nurse who can assess the rash over the phone and give more specific instructions.
Robin