CHPW has been pretty good to my family based on US...

CHPW has been pretty good to my family based on USUALLY approving prescriptions and having MOSTLY good customer service representatives (when you don t have an issue, but just need technical assistance with your membership - e.g. changing providers, getting cards resent), BUT my low review is based on:

1. They seem to be making a lot of major changes (at least as it affects my family) in regards to partnerships with clinics and pharmacies.

2. The Well Child Program feels quite nearly a SCAM. The gift cards aren t going to make or break the bank for us, but it s the PRINCIPAL of it. If you say you re going to do something, do it or don t say anything at all. But if you re going to say it, do something about it when there s a problem, don t just have the same set of solutions you give to everyone and you know deep down, those solutions are part of the problem.

SECOND REPLY TO CHPW: I have contacted the email version of customer service and after sending multiple detailed documents from the doctor s office, the issue (lack of proper training for staff, lack of follow through even with heavy assistance from the member AND doctor s office) is still not being acknowledged and I am being told the same solutions: 1. Resend the forms, 2. Call Customer Service.

REPLY TO CHPW: The issue isn t the clinic. The issue is no one I ve talked to at CHPW knows how the program works. I went to the clinic to ask, for the hundredth time, to resend the form. It s EMBARRASSING to have to keep bugging them when they keep track of all the faxes they do and the issue is with the program management. I had a woman with CHPW customer service insist yesterday that I could do it MYSELF online - which, by the way, would be a GREAT option - tried to walk me through it online and I had to train HER on navigating the site. Please change how you guys receive the applications so that the patients can send them themselves and you guys can then double check if it s legit... it s terrible to punish the clinic or patients when they re doing their part. But thank you for replying and I will attempt to get the situation corrected this way and hope that it works out.

This is only a review for their Well Child Gift Card program: due to the way it s set up, there is no way to contact the program directly and you are forced to speak through the customer representatives who are ALSO left in the dark so no one gets any answers when you call to check up on the status of an application OR you get given WRONG information all together.

What you should know if you re trying to use this program (because they won t tell you this):

1. You can retroactively apply for up to 3 months, BUT

2. The clinic or office you go to can only send ONE application on your behalf PER DAY. Multiple applications are automatically denied. They weren t clear if it s one application per child/account or per family.

3. Applications sent online takes priority over faxes and faxes can get lost or looked over anyway. But this is not up to you AT ALL, it s up to the office.

This is a great idea for an incentive program, but the follow through and management is very poor and beyond aggravating. I did my part and was persistent and thorough, but I ve basically wasted my time all these months. Hopefully this can help families going through the same problem (which I know is likely a large percentage of members).

I will take my kids to their appointments and get them vaccinated anyway, but if you re going to offer an incentive program, you should actually follow through and not make it so difficult for families to do. If this was the only reason someone would vaccinate their kid or bring them to their appointments or if this was a reason for people to switch providers, this incentive would not work and you will reach a far less amount of people because you made the process so impossible.