Healthgram, Inc. Review

Contacted customer service because I am new to thru plan thru my new employer.

I work at a dental office and by far this is one of the worst companies I have ever had to deal with. Most of the time, you cannot get through to them when you call. When you do finally get someone, they will only give the information that is on the website which you HAVE to sign up for. They cannot confirm basic information and the 2 representatives I spoke with were borderline rude and talked to me like I was a child. It actually took me 3 days to get the information I have now due to poor contact. Do not use this insurance if you have a choice.

This is my first experience working for an organization that leverages a near site clinic. We are all so conditioned to wait and wait, only to have a few minutes with the doctor. Then we leave with unanswered questions and a referral or prescription based upon a 3 minute chat. The other month I went to my new primary care physician, had NO wait, spent all the time I needed to answer questions and had a $0 co-pay. Then I received a call from the doctor within 24 hours on lab results. And NO confusing explanation of benefits because it's not insurance. It's actual patient care! Amazing experience.

Trying to talk to a person to verify benifits is one of the worst that i have dealt with in the Country. I do this 40 + hours/week and the website is even worse

I'm not impressed with this company but it's the only option my employer offers.

Very helpful and gave me two options to seek a claim reimbursement. Patient and knowledgeable, the advisor got me all the info I needed. Thanks so much!

Although I have only been working for Healthgram for a short time now, I can easily say that this is one of the best companies to work for in the Charlotte area. It is an awesome feeling coming to work everyday knowing that I am surrounded by people that are willing to help me and push me to be better. It is also great to work for an employer that sets the well-being and health of the employees as a high priority by offering onsite fitness classes and a fun and interactive Healthy Lifestyle Bonus Program.

Aaron LemaMarca, a health advisor supervisor, helped me with a complete mess that hospital billing left me with. He was willing to advocate for me when I was at my wits ends

The customer service department was extremely helpful!

The medical they provide is nothing like what I'm used to living in Hawaii it no where near kaiser or HMSA. Long story short thus is the most horrible health insurance I have ever had.

This is the worst insurance company I have ever had just about everyone is out of network and the deductibles are outrageous for the cost. I pay 600.00 a month 7200.00 a year and there is still a 5000.00 family deductible this is such a rip off.

The only reason I gave a 1 star is because you can't go any lower. I have worked in health care for 25 years and I have never experienced such an unprofessional customer service.

I work at a dental provider's office and have had the worst experience ever with this company. I had a patient call who said the representative they talked to told them they sent our office a check for their treatment. We never received a check and did not even accept assignment of benefits. I spent 30 minutes on the phone working through their phone tree for providers TWICE only to be told by the recording at the end of the call that they were too busy to take my call and I should try my call again later. I called and went through the patient tree and finally spoke to a representative who told me that they cannot give claim information over the phone. I registered for their website (which was down when I tried the first two times due to "debugging") and when I tried to pull up my patient's information they can't find it. I contacted customer service and have not received any information or contact. I will definitely warn our patients away from this company as they seem to give misinformation and are extremely NOT customer service oriented. If anyone from their company reads this, please return my e-mails, I still don't have the information I need for my patient. And please don't give me the generic "refer to our website for help" because that's not helpful to my particular need for information.

You can never get in touch with somebody on the phone. The online portal stinks. I feel bad for anyone who has to use this company.

As a provider, I've had nothing but positive experiences. They don't discount my rate, don't saddle members with outrageous deductibles and pay without me having to call and beg for my money.

I can access all the info I need through the online portal.

I ve been speaking with Kelley Silver and she has been doing an AWESOME job at explaining everything that will be done during my pregnancy, and what I will need to pay out of pocket or what is covered by my insurance. Anytime I have a question I email her and get a response almost immediately. Very thankful to have her .

Insurance kept denying my prescriptions forcing me to pay out of pocket. I contacted Healthgram 10+ times over 4 months and they claimed my prescription was not legal!! Opened multiple appeal cases and never got a single response. Healthgram essentially used a blatant misunderstanding of a law in my state to supersede my doctors recommendations for 4 months. Finally after 4 months my doctor was able to get the prescription administrator on the phone who revealed that a prior authorization from Healthgram was needed, and that they had informed Healthgram of this on 3 separate occasions. After I had been in constant contact with them for 4 months Healthgram refuses to relay this information, and now, after they screwed up, they are refusing to back pay the prescription they denied. We re talking a few hundred dollars here, and Healthgram feels saving that money is more important than living up to their obligations. I get this insurance for almost free from my work, and it isn t even worth free. You couldn t pay me to keep this insurance. I will certainly cancel it next year and pay for something from the marketplace. The conduct of this company is borderline criminal and if I had the resources I would sue them and win just for the sake of moral correctness.

Very poor customer service. Healthgram's COB requirements are unreasonable. Most major insurance companies will accept photocopies of the co-insurance cards and will call the member services number on the back if they need additional info not on the card. Healthgram's policies refuse to do that and instead require a very specific form that I'm assuming if you get any detail wrong, your claims will just continue to be denied due to lack of information. I guess Healthgram is more interested in saving a buck so their agents don't have to make an outbound phone call for 5 minutes and instead cause members hours of headaches. That's poor customer service.

It has now taken me nearly a whole year to get them to understand that they are my primary insurance - not secondary. It took them 6 months to even tell me that, and when I mailed them a proof of coverage, they lost it. It s still not resolved. Terrible.

This is a great place to work! As an employee, I appreciate the way the Healthgram culture supports work-life balance and comprehensive wellness among the staff.

Shaunda Baker, Connect Advisor went above and beyond the call of duty. Her work ethic, care and compassion set the bar high. I do hope others will follow her lead. Shaunda, SALUTE! Well Done!! Give this lady a raise!!

Wow weeeee!!!!!!!!!! Customer service is the worst!!! I think they probably just hire people right off the street, get them to answer the phone and continue to put you on hold hoping you will hang up.

If you are considering using Healthgram for insurance, don't, you would be better off without insurance. I say this because every single test that my oncologist has ordered has been denied thus causing my oncologist's staff to continually have to fight for me. I have lung cancer and every single test was denied because "it's not medically necessary". I have many tumors still after going through chemo and due to my medical tests continually being denied I have no idea if the remaining tumors are growing or spreading. With the different tests being denied, I typically find out that the tests are denied while I'm sitting at an imaging center... it's so infurating.

I have learned that mail order specialty pharmacies are not a good option. Being that they do not have face to face contact with the consumer, customer services is robotic. Talking to one of their reps was like hearing a recorded response, as if they were reading from a script. Their concern for me getting my medication was non-existent. When they needed additional information, that took a simple call, they made minimal effort. What took them 4 days to do with no success I was able to do in 5 minutes. I do not recommend this service, but if you have them stay on top of things and do not expect good customer service.

It was awful on the online portal. You could never get it to work,
The phone number was not available easily.
Better human factors for those who can't get to have someone to cal.

I have the fine pleasure of having to deal with this company through my employer and I must say their policy for claims are absolutely ignorant.
So, I go and see my eye doctor back in February, I ended up paying out of pocket almost $400. Next I mail off my reimbursement documents to be reimbursed for my money. This was in March. I call to check on the status and surprisingly they never received my documents. So, I ended up faxing this in. By this time in March I simply moved from one apartment building in my complex to another. Between Healthgram and my postal office, this s June and I am still waiting on a reimbursement.
I called them from April (they stated they mailed it off April 11th) until now telling them over and over I never received my check. Instead of them tracing the damn check to see if it had been cashed by someone else immediately they wait, their policy states they wait 60 days to do anything! How dumb is that. Ok, now we were at the 60 day mark June 6th. Guess what? I call asking ok have you guys reissued my check? They state, they sent it to be traced and it takes 7-14 days for that to be done. So, let me get this straight: You make me wait 60 days to even trace the check then you tell me I have to wait another 1-2 weeks before this is completed, then it will be another week or so before the check is mailed again? Sad and dumb! The policy needs to be changed. If I am calling you after a month stating that I never received the check, it's not coming. It does not take a post office really over a week to deliver to an address in the same state! So as of now, I am still waiting on money I paid for out of pocket for a service I had insurance for...
So here we are June 22nd. I call yesterday, and guess what I am told? Tracing the check would be 30-45 days...sounds like I'm going to have to see if I can take legal action, this is ridiculous!!!
Finally received my check about 2 weeks ago after months of telling them it was lost. The last terrible experience I had when I called and I spoke with a guy who left me on hold for over 15 minutes...I imagine they were just leaving me hold to be funny because what he came back to the phone and said was what they had been telling me for months about my check. He was trying to be funny by leaving me on hold and hoping I would just hang up...I sincerely hope this company goes bankrupt so people never have to deal with this type of customer service ever again...! Sad!

I came back and reviewed more reviews only to find whomever responded to the reviews responded the same way for everyone! I hate this damn company with a passion...it's unfortunate this is who my employer has chosen for us...I guess they are saving money and you get the quality you pay for!

Terrible company. Providers beware. We don't accept them anymore.

The worst customer service of any company! They charge each person on the plan over $14,000 a year and then refuse to pay claims and when given additional stuff they demand they still refuse to pay! We had items pre-approved and then after submitting them, they refused to pay saying it was not covered in our plan! We know of serveal other people who had the same exact items that where claimed and they did pay it so its absolutely not done the same across the board! We sent them a certified letter to dispute the failure to pay and since then, they have refused to pay almost every claim as a retaliation measure it seems! DO NOT LET YOUR COMPANY USE THIS COMPANY FOR ANY KIND OF INSURANCE SERVICES!!!!!! EVERY EMPLOYEE WILL BE CHARGED TO MUCH AND HAVE TO PAY AN ADDITION $4,000 OUT OF POCKET PLUS OTHERS THAT ARE NOT PAID (WE ARE AT ALMOST $10,000 IN A YEAR THEY HAVE REFUSED TO PAY!

Aaron LemaMarca was incredibly kind and informative. I appreciated his assistance very much.

The worst customer service I have ever dealt with for health insurance. The communication between representatives and the customer as well as communication within the company is horrible. Ealier in the year I was told I still had dental benefits available only to be charged later on. Also I have been trying to get approval for specialized testing and I have been getting the run around. They don't answer the phone and everyones voicemail greeting states "press 3 for immediate assistance", however, the prompt does not work. Took make matters worse, I have a Health Advisor of which I just learned her name today and she was cluless of any of my request.