Yep, they canned all their service reps and everything has to be done via phone now. It has changed the game somewhat. Now anytime you want personal service, you have to navigate the phone menu maze. It is a lot easier to say no over the phone, for sure, but I have had decent luck with them when I have had problems. My main problem with them is that when my doctor makes a mistake in the bill, they would rather not pay it then call and fix it. Now I, the layman, have to call the doctor and tell them they screwed up a code on the bill. It is frustrating. I will also second what Boyd said above about getting the referral beforehand. It will save you a lot of grief later.
Getting ready to switch to retired Prime. Hopefully I will never set foot in another military health clinic again. The copays are worth it to me.