So many times I've gone to a site to speak to a client who is having trouble with a benefit. They will tell me the circumstances -- everything from "I didn't get my meds and I don't know why" to "I was told my Medi-Cal was going to be discontinued at the end of the month and I need it..."
It is almost impossible to quickly and adequatley follow up without the letter or the Notice of Action that was sent annoucning the change.
Please, whenever possible, tell your clients/members/consumers to please bring any paper that they think may be even slightly relevant to help us determine what approach to take.
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