Reviews
Horrible Insurance Company!! If I could give no stars I would. I have waited over two 2 weeks for a manager to return my call and still nothing. Representatives are trained to give customers the run around and excuses to problems. They are more concerned with open enrollment that current customers.. DO NOT SIGN UP FOR COMMUNITY HEALTH CHOICE INSURANCE, it's a waste of your time and energy.
I could never get through when calling customer service. They have a service to call back within 24 hours if you leave your number, but I was only ever called back once and it was after 5 days. That call to me came in the middle of the work day, and went to voicemail. I immediately called back when I heard who it was, and the only option was to leave my number for a call back “within 24 hours” which of course didn’t happen. I plugged my information in through Marketplace, and Marketplace had all my information correct. Community Health somehow misspelled my name, which caused a whole mess of problems. Community Health blamed Marketplace, and I had to spend many many hours investigating the issue, only to find out that Community Health made the mistake and was incapable of fixing it. I filled out forms, tried dozens of times to get through with customer service, sent emails, and the issue was never resolved, only blamed elsewhere. I will find a different health insurance provider, and I discourage anyone looking for affordable healthcare to use Community. This was a complete waste of time and money, plus it was just as costly as health insurance through my work.
Sad to say I’ve been with this insurance company for both my pregnancies and it’s awful. Instead of accommodating the members who do not have adequate transportation they will leave them stranded with no other options when needed to get from one destination to another I.e. the hospital from an OB’s office at 34 weeks pregnant. Just sad I will not be continuing coverage with them moving forward. Asking for a supervisor and being transferred back to another agent WHO CANNOT ASSIST is ridiculously poor customer service. Waiting 48 hours on an already EXISTING TRIP, to make trip accommodations is ridiculous. So left at my dr’s office, originally supposed to get picked up and taken back home; I am having to follow my Dr’s orders and go to the hospital, but TRANSPORTATION CANT ACCOMMODATE THAT with picking me up and taking me to the hospital. Without schedule info it as a “NEW” trip. Just wow.
I wish I had read the reviews before signing up with them. I selected them because my previous doctor was one of the approved providers. Stay away from this company. They could care less about their members. Their customer service needs re-training. NEVER AGAIN. They don't even deserve one star. Please do not reply to my review of your lousy service with your generic message. If you really cared about your members you'd contact me directly.
For the past 3 days I have experience hold times for over 2hrs just to get benefits, auth status etc. Even when you call early in the morning it is still a wait time for over an hr. I have been disconnected twice and after some time a prompt will ask you to leave a msg due to the high volume of calls. I was informed by a rep that layoffs in January has made them understaffed and to just be patient. I am currently still on hold as I type this review bc I had to be transferred to a different dept. whom I am now holding for again. Rep stated there was no one in upper management or CEO I could file a complaint with so I am writing this review.
If I could give zero stars I would. I have called so many times this morning to get reimbursed for a TeleDoc appointment I made. TeleDoc was the only place that I could contact that wasn’t flooded or had no electricity. They were my only safe option after the hurricane. When I gave them my insurance information they said they couldn’t look up my plan or contact Community Health Choice because Community Health Choice’s system was down from the hurricane. No problem, things happen. I paid out of pocket for the time being as I know my insurance would reimburse me as soon as their systems were back up. I called them and they told me to reach out to TeleDoc for a refund. I already did and they told me to reach out to my insurance. I explained this Community Health Choice and they put me on the phone with TeleDoc anyways. Then I had a three way call with TeleDoc and Community Health Choice so that TeleDoc could explain that TeleDoc wasn’t going to refund me due to their no refund policy. TeleDoc also said that they are unable to file a claim with my insurance because they “don’t do that.” Then Community health choice explains to me that they also cannot reimburse me because I paid out of pocket when I could’ve gone to any other place they also cover. However, if I went to one of those they would have done the same thing and I would’ve also ended up having to pay out-of-pocket because community health choice system was down from the hurricane and they could not look up my insurance. I also had no other choice, but to call Teladoc because there was a hurricane and the streets were not safe enough to drive and every other place didn’t have electricity or was flooded. Then, I got disconnected from the agent I was speaking to at Community Health Choice so I called again. They hung up on me as I said Hello. I called again. I was hung up on again. Then I called a fourth time and got an agent and told her to connect me to Cherlonda since she knows the situation already so I didn’t have to explain everything a millionth time. She connected me to TeleDoc. I called again. They connected me to TeleDoc again. I called one more time and finally this last lady who I wish I got the name of emailed me a claim form so I could get my reimbursement since I pay monthly for my insurance to cover these things and it’s only fair that they cover it. Now I find out it can take up to 30 days for them to process it and it’s not a guarantee I will be reimbursed. All this happened because community health choice doesn’t have a Back up generator in Houston, where we get floods and power outages all the time. So now I am paying $89 of my own pocket for a mistake that community health choice made and I am also having to spend all morning to fix their mistake. Tell me how this is okay?
Community Health Choice screw up my enrollment and my enrollment was enrolled with my family and my family only my insurance has issue. so when I went to see the doctor , my claim has denied. they need to take 30-45 business day to fix. I pay the premium one time but they cannot provide me the good result anytime soon. I don't think it is fair for an insurer . they should provide the service as same as they ask us to pay the premium in timely manner. Community Health screw me again, they missed one my claim reconsiderations and NOW THEY ARE ASKING TO WAIT ANOTHER 30-45 DAYS. SO ridiculous . their mistake and ask a member to wait another 30-45 days without benefit and cause me not able to see my PCP , Are they going to take responsible for my health issue due to their mistake? CAN THEY?
Not sure where to start. Their EOB system hasn't worked since Jan 1, 2024.....it is now 5/20/2024. You cannot access your EOBs online. You would think that since customers aren't able to access that they would then MAIL the EOBs to you- but NOPE. In addition, their website doesn't function in Safari, Google nor Firefox. Your password is changed/locked/canceled every time you reset it. So you have to create a new pass every time you logon. I have complained and set up multiple cases for help & they say they have no IT department. My husband who owns an IT company- said that their website is broken- so it isn't just me. Oh and here is the kicker!- I can see they uploaded my daughter's EOBs to my son's ID.......I can't open them but I can tell.
CHC Marketplace is by far the worst insurance on the market. We have been trying for MONTHS to get our rep to come out, only to FINALLY be told she no longer works for the company. I was given another name/email address and that came back undeliverable. We have over 50K in unpaid claims. According to CHC they never received them, however we have POTF that they did. When that is sent over, again we are told they never received the POTF. We are giving YOUR clients services and sadly you don't care enough to take care of their claims.
I gave one star because I thought my premium was affordable only to find out, after the fact, that my Pharmacy, CVS, and my PCP are not in network. For the price I might have looked for a different PCP or a different pharmacy, but not both, especially given that CVS is a national chain retailer and pharmacy. The topper was when I called community for help and customer service told me that they could not deal with me due to high call volume and that they would return my call in 48 hours.
