Janssen Pharmaceuticals

We use their program to help with cost of my daughter's Remicade infusions which are costly. On their website you are required to submit a rebate form as well as required documentation of the cost for reimbursement which includes an EOB, a hospital bill as well as proof of payment before a refund can be made. This is the second year we have submitted a claim for reimbursement and had to wait several months to get the refund. Last year our January claim was not refunded to us until May. This year our January claim still has not been refunded to date. Like last year, we had to resubmit the paperwork several times and call several times to get a status on the claim. In addition there is not process in place that informs the customer of a claim denial or that there were problems with the submissions. It always takes a call from me to figure out there's still a problem. In learning from last years issues I made sure everything needed to process the claim was submitted. I have called at least three times. The first two times there was nothing wrong with the paperwork submitted. The first time I was told the claim would be processed as a rush because of the amount of time since submission. The second call I was told that everything looked fine but that there was not a rush made on the claim, we had to wait the usual 7-10 days before processing. When I called today they told me they didn't have my rebate form. The form was uploaded separately from the other documents which they had. The lady told me I need to upload each document separately in order for them to be processed, which didn't make sense because when I told her I had done so she said she could not see the rebate form because it was further on the list, she could only see the top submission. I resubmitted the rebate form again and she said it would be processed, again waiting another 7-10 days. It feels like they make this process difficult so that people will eventually give up.