Too many billing issues - over billing and late refunds. Do not establish automatic payments . Customer service is awful - they cannot resolve issues and cannot refer you to someone who is able to help. They repeatedly say they will investigate and call you back - they never do. Stay far away from this insurance.
I know they are not perfect, but they are about have the price of other companies. I have only called them one and only had a short wait. My doctor visits are 5 dollars. My monthly meds are about 25. With no deductible, any plans close to there price have 8 to 10k deductibles for a person my age. I pay about 450 a month. My Bluecross was over a grand a month with a 5000 deductible.
Sendero is a non-profit. A non-profit insurance provider.
Let that sink in.
These wonderful people are dedicated to the service of health care administration, and are not out to make money off of their insured and are certainly not beholden to stock holders.
Automatic payments, clear, prompt communication, helpful humans on the phone. It's a rare and wonderful thing.
I never though I would write positively about a health insurance provider, but, here we are.
10/10, would recommend.
***EDIT 9/30/17***
Today is a bittersweet day. It's the last day of the month, which means for me, it's the last day I'll have Sendero through Medicaid for Pregnant Women... luckily I requested all my VAS benefits before I lost coverage and guess what?!! It came in sooner than expected! Diapers, first aid kit, breast pumping/feeding cover, breast pads, thermometer, & BABY MONITOR!! #SenderoHealthPlans
Look what I qualified for this time!!
Baby Monitor
Breast Pads & Cover
Diapers
Thermometer
First aid kit
$50 Gift Card
Remember you have 90 days to call customer service and request yours after your doctor appointments!!
My baby has been in the NICU since the minute he was born at 25 weeks. Although he is my second child, it is still a very new and frightening journey. I am so grateful that #SenderoHealthPlans has been by my side every step of the way. From my prenatal care to post partum to preparing for a newborn at home. I've received free diapers, a carseat, countless Gift Cards, a breast pump, and I've learn so much at their informational baby showers. Aside from the help I received during my short pregnancy and for my newborn, they also helped me with my 5 year old. He was able to play sports and he received a backpack with school supplies. Having a baby in the NICU is extremely difficult and draining. Sometimes it's hard to balance the care and attention both my children need, but because of Sendero, it was easier to do so. Soon, I will be getting a Home Visit to help me adjust with the baby coming home. Sendero goes the extra step, they aren't just a health insurance, they're familia.
I hate this company so much. Nobody communicates with any of the labs I'm told to go to, the doctors available come off an extremely short list (mine straight up disappeared without notice a year later), and calling their main line is like basically playing customer service roulette, where getting ahold of the actual company that manages your insurance is entirely up to luck, since there's no less than 3 major offices tied to the same line who will all insist you called the wrong number and bounce you to a completely different call center who has no directory or direct contact with the other 3 offices, much less any way to connect you to who you need to be connected with in a timely manner.
I am very proud to say that I am a *former* Sendero IdealCare member.
They did not provide me with a receipt. They dont answer the phone, I received my card but also a bill for two months.
Horrible to no customer service. I'm $2000 out of pocket on prescription costs and they are still billing me for insurance that isn't valid anywhere.
Stay away!!!!
Absolutely worthless company! They don't answer their phone, they try hard not to pay claims. You absolutely have wasted your money if you buy insurance from this crappy company. Its a scam. The idiots at this company don't even understand how to lookup standard medical coding information. I.E they can't even figure out if the doctors screening or procedures for you are covered items or not. Ridiculously inept company. Thanks Obama.
I had coverage with Sendero during 2017 and they were awful. They are wholly incapable of managing the volume of subscribers they have and as a result, take months to reply to filed claims, which they will respond to inaccurately (e.g. claiming not able to identify patient). This way the provider has to re-file the claim, but because it s been longer than 95 days Sendero will deny it as being not filed within a timely manner and the healthcare provider has to write it off and Sendero pays nothing.
Their incompetence also led to the wrongful termination of my significant others insurance due to ignorance over the federal benefits afforded to American Indians.
Sendero Health had the best price for performance for someone who never needed health insurance. However I needed a microdiscectomy in May of this year 2018 and getting the appropriate service and explanation of benefits has been terrible. Also, getting their approval to pay for necessary procedures after my surgery has been the most painful process ever. I paid the hospital $5,000 before going into surgery, and the insurance company couldn't validate or verify and refuses to look into the matter and says that I still have to pay more expenses. Needless to say I would not recommend going with them. The latest news it doesn't sound like they're going to have a business going forward.
The fact that I feel compelled to write a review about an insurance company tells you that this is the kind of company that doesn't deserve to be in business if they can't serve the members that depend upon them during our greatest time of need.
When we first got Sendero it was off the recommendation of my daughters therapy team since they were one of the leading companies to cover ABA therapy for individuals with Autism Spectrum Disorder. After less than a year of therapy they cut my daughters hours in half and fought us on all of the appeals despite knowing how poorly she regressed from losing her coverage. She was just up for review again and they decided they were no longer going to cover therapy for my special needs child and she will completely lose all sense of her routine we ve worked hard to establish and the support team we have built for her with her team of therapists. My daughter is at risk of regressing completely and shutting down, we can never get a straight answer or speak to anyone regarding these decisions and it is breaking my heart for my child.
I work as a credentialing specialist and I am trying to verify an employees previous employment with Sendero and the customer service is terrible. They disconnected the call so I call again and they send me straight to voicemail.
If I could leave no starts I would. Paid my first months premium, and they claim they have no record of it. I'm usually pretty understanding when it comes to mistakes, but this - this is ridiculous. I'm absolutely appalled at the quality of something that my life literally depends on. God forbid something happens to me and I have no insurance. I literally paid money for me to be frustrated for months on end. I lay awake at night and think about this. I hope someone higher up sees this and actually takes action on it.
Initially I was pleased with Sendero. The problems started when I had an ER visit.
I paid my copay and Sendero refuses to pay the balance, telling me that I have to pay it and it goes towards my deductible.
Last year I had also an ER visit and I only paid my copay (I had the same plan) for the hospital. The problem was then that the ER doctors were not in the plan and charged me the astronomical rate they usually quote. No help from Sendero to get a reasonable rate from the ER doctors. They said it was my problem.
Very bad customer service. Not very helpful.
Not surprised why 1.5 if there have no star i'll put it, stay away from this Insurance. Never got any change, Thanks Health.gov why still have this company on your list. Never again.
No insurance is perfect but I have had Sendero for 3 years and overall they have been the best insurance I have had. They speed up pre-authorizations when you call and ask, they always answer the phone, prescription costs and reasonable, doctor's visits are reasonable, they covered an ambulance that wasn't in network when the ambulance company refused to change their billing code to something that was covered, their customer service is always polite, the personally contact doctor's offices to get things sorted out on your behalf. Obviously it's insurance so that just comes with certain frustrations but I have had Humana and BCBS in the past and this has by far been my best experience.
So far they have been prompt, friendly and helpful!
"Central Health" wasting another $24,000,000.00 of our taxes. They all make $30,000.00 a month and don't care about real people.
I thought this was decent insurance. I signed up for a plan stating*estimated out of pocket costs for normal pregnancy and delivery $700.00 My monthly payment was also$700.00 for coverage. About 10 months after the birth began the problems and I began receiving bills from the birth and hospital. So far I have been billed over $3,000 for things Sendero would not cover. I went to an in network doctor (lone star circle of care)AND it was a normal pregnancy and delivery. This is a scam insurance company. I have asked the Texas board of Insurance for help and there is "nothing" they can do. This company should at least be investigated. I paid them so much money and then they totally lied and refused to pay barely anything. This has been a nightmare for me and my family during a time when we should be able to enjoy our new baby. I wish there was something I could do other than sue them.
Terrible coverage, accepted almost no where, and terrible customer service. I swear there are only three people working there and 2/3 of those people are inbred monkeys. Still not as bad as Aetna though.
Excellent customer service experience for Sendero member submitted by Bryan White:
I want you to know that I am not the kind of person that takes time to write complimentary letters or emails for good service. I work in a service industry and good service is expected.
"Just a little background, I had gotten 3 policies through the Market Place and that was a JOKE, thanks Obama. Anyway, I cancelled all policies a few weeks ago because myself, my wife, and my son were able to get coverage through our jobs. However, my son's job mistakenly gave us the wrong start date for his insurance which would not begin for another month. I called Sendero, your representative which I did not get the name, basically could not help me but said that I needed to contact the market place to get them to reinstate my sons policy. I called them, basically got the run around and was told I would have to get approval from Sendero. Here we go on the Merry Go Round. Frustration had sat in so I decided to give it a few days rest.
Reluctant to call your company back, I did. Elicia Guerrero answered my call. I made sure I got the name this time just in case the ride started all over again. Much to my surprise, very professional voice, friendly and seemed eager to help me. After explaining my situation with my son's policy, she explained the process in which needed to be followed to reverse the cancellation. Of course it included having to call the Market Place. When she said that, I just cringed. But she took it a step further. She created a 3 way call so that she could explain the situation to the Market Place. The first rep we got was NOT very helpful and Elicia politely asked her to connect us with another rep. When the rep took offense, Elicia again professionally said that's ok, We will call back and get another rep to help. CLICK. I was so impressed. And she did. We called back and got a rep that understood the process of getting my situation resolved. The process from the first moment I called took over an HOUR, but the end result was worth every minute.
I just wanted you to know that Elicia Guerrero is an EXCELLENT representative for you company. She was very understanding, knowledgeable in the process to correct it, and if she did not know something, was not afraid to put me on hold and ask her supervisor. Maybe she should be the one training your Customer Service Reps.".
Sincerely,
Bryan White- Realtor
Advantage Austin Properties
I tried to pay my monthly premium at $60 and was charged $445.45. They have yet to explain why or reimburse the charges.
Very disappointed in how our current "supposedly" health care treats people.
Horrible service. I waited for one month for my insurance to be active after paying them in November. Then they canceled my policy for non-payment and I had to wait another two months to get everything straightened out. Also takes FOREVER for them to approve imaging of any kind. I've never had this issue in the past and pay a VERY high premium due to the gross increase for Individual plans.
The ACA is not a bad program if it weren't for it a lot of us would be without health insurance. You have to do your research and remember if your paying cheap don't expect amazing services,you get what you pay for, whats paying $50 more a month and getting better coverage when we spend money on useless stuff. And a lot of people look at it as a bad thing because they are healthy but when you get an illness that's when people come crying not knowing what to do. You are healthy now but you don't know what might happen in the future its better to safe than sorry, your life doesn't have a price! Sendero really is not a good company I personally have BCBS and I've been happy with the service but of course the premium is higher, my mom has Humana and she has been really happy with them for the last 3 years!
I too have had very positive experiences with Sendero. I signed up with them in 2014 when the marketplace opened. It's been easy for me to see my primary care physician, get lab work done as well as see specialists (ENT and physical therapy.) I had a few minor issues with customer support and billing, but otherwise I cannot complain.
This place is a joke! They do not even have any customer service reps. I was on hold way too long!! I guess we have to put up with their lack of customer service for a full year!! This place SUCKS!! It has one star because I couldn't post without at least one star!!
Initially thrilled to find a specialty oncologist on this plan. Made an appointment in December for a January visit (changed plans on the first of the year). Now Sendero is saying that they won't cover that appt since we were not referred by an in-network PCP. So we should just delay cancer treatment until we get an "approved PCP" to refer us to the ONLY oncologist in Central Texas who treats this disease, then delay treatment again while we try to get back in to see her? Does anyone at Sendero understand that delayed treatment often results in higher costs? I'm not even the patient here. She's got enough on her plate without having to cope with insurance denials. Finding this oncologist was the most positive thing that's happened to her in months and now Sendero won't cover the consult. *EDIT*. After some calls were made, the consult was covered. PCP referral shouldn't have been a problem because the oncologist is in network. Not sure if that was a miscommunication on the providers part or the insurers. Fortunately she was able to keep the appointment and not delay treatment...
I would not recommend this company. I have tried them twice and gotten screwed over twice. The first time, they did not send me an insurance card and where unable to email or fax me a copy, so I got all the information from the representative to go and get my prescription. When I got to the pharmacy, it turned out I had not been given all of the information and then when I tried to call them back it said the number was no longer in service.
I tried them again a year later. This time I called my pharmacy to find out that my prescription was showing that it wasn't covered. I called sendero, and they said they fixed the issue and it was covered. I drove an hour to the pharmacy only to find out sendero had not contacted their pharmaceutical provider and I could not get my prescription, despite having talked to them before leaving to go to the pharmacy (and being on hold thirty minutes just to get to a representative). I attempted to call them back but it was after 5 and they apparently close at 5. Bottom line, this company is sketch and just pay the $10 more for another company.
Sendero has been my preferred insurer for 3 years, and I will continue to choose them. Whenever I call customer service, I'm never on hold for long and I speak with a real staffer who seems genuinely concerned and knowledgeable. I've also noticed that I often speak with the same people when I call which I like and was told that apparently it's a relatively small local company and many of the staffers have been with the company since the beginning. How amazing is that in the health insurance field! I've been insured by Humana, Cigna, Blue Cross, etc over my lifetime and so far I'm very impressed with Sendero's coverage and service. I have heard good things from my providers as well. I recently was in treatment for a rare medical condition and that's when I really became a loyal client of Sendero's - their entire staff, especially their social worker, took control and managed my case load with compassion and professionalism! I'm so pleased with Sendero showing the industry that a non profit insurance company and does work! I have recommended them to several friends who have signed up as well. Places where there is room for improvement would be expanding the network a bit more and making the website (payment and provider searches) more user friendly - otherwise keep up the good work!
Katherine G,
Austin Tx
There have been very few out of pocket costs. Also, my primary care Sendero provider is Community Care and they gave me lots of information about where to get the Covid vaccine which made getting my first shot easy for me.
Sendero manages to screw up every, single last aspect of insurance. The worst organization ever. No coverage, understaffed, insane phone waits, even there automated phone system is non-nonsensical. For example, it asks you to press one for English but if you press one it will lecture you about payments and how to make one....giving you no other option except to hang up and call again and NOT press one for English. There are many more examples but I was happy to just tear up my cards as soon as we moved and I was allowed to switch.
Another one star review. I switched to them because Humana got really expensive. They aren't accepted many places. I get monthly messages saying I haven't paid and am close to being denied insurance, but I pay every single month and have receipts.
You cannot email them. Let me repeat that - they straight up told me they don't accept emails. In 2016. They can't email you an insurance card while you wait for your first one via snail mail. They want your payment before they even send you an insurance card.
I called and waited quite awhile to talk to a rep today just to see ensure I was still covered. I was, but i keep receiving messages saying I haven't paid. She admitted that they "accidentally" sent out these messages to lots of people recently, but honestly if you see how poorly their website is constructed, you can see how they'd run into problems like these. The payment system is borderline anonymous and not integrated into your account.
The rep was polite though. But yeah, avoid this company if you can. Its probably worth paying the extra $50 a month elsewhere if you want insurance you can actually use.
Having to get health insurance on the open market a few years ago was scary, especially going with what was then an unknown regional company. Sendero has been a blessing in many ways over the last 3+ years. I'm glad they have been able to grow (adding Austin Regional Clinics on the list of providers was a major help). I'm hoping they continue to grow their subscriber base for stability while still offering the same level of communication and responsiveness.
I have literally been in hold for over 2 and a half hours trying to get an issue resolved. They sent me 2 cards in my name and none in my daughters name. They assigned random PCPs to us that are well over an hours drive from us and disregarded the pcp we put on our application and the pcp we assigned the last time I called
Don't get old eyes and pay @SenderoHealth $295.00 instead of their $295.02 or they will drop you! TWO PENNIES!!!
Didnt stop them from taking payments on the account for four months before we learned they had cancelled the account.
Been arguing with them for two weeks over honest to goodness 2 pennies.
When did companies lose their common sense?
Plain awful. Zero customer service, long waits on the phone, no one calls back, problems with payment, hardly any Doctors in their network.... the list goes on. There must be a way Sendero can be shut down, surely.
This is the worst insurance company I have ever used. I fully regret signing up. The user interface on the website is garbage and is unhelpful. They have given me conflicting information about my plan more than once which has led to un-covered doctor's visits and having to call around town looking for a PCP. This company is a nightmare.
Horrible customer service. Agent lied just to keep me from filing a report with the Texas Insurance Board. DO NOT CHOOSE SENDERO OR IDEAL CARE.
Thank you for being there for those who fall through the insurance gap!
Horrid insurance. Website rarely functions, payments are not reflected on statements and no one answers the phone. It's an utterly crappy company. DO not give them your money..you'll be sadly disappointed :(
worst insurance ever!!! I regret choosing them... and if I could I would chance them right away but I am stuck with them for one year. They don't have a lot of doctors in they're network. So that's very limited. I was looking for an endocronology and they have one in Austin and this one doctor doesn't take new patients!!! It always takes at least 30 minutes until they take the phone and the people don't know what they are taking about. So no really any help. They don't pay a lot either. They try to sneak every penny. I would even quit and go without insurance if I could. Better and cheaper than dealing with sendero. Don't choose this insurance if you don't just want to throw away your money.
no star for this sendero health plans. none of the doctors, hospitals and clinics accept this ideal care sendero health plans. if you guys have this plan then god may help you when you get in worst conditions.
In March I made a late payment (via personal check), had issues making payment online before that. They received it 7 days late, which paid for 3 months (Feb, March, April). But I was a few days late. So they kicked me of my insurance, and then two months later refunded my $1k+ payment. In the meantime I had escalated with healthcare.gov who told me they would get back to me within 60 days. They never did. When I then called Sendero, they put me on hold and eventually connected with the healthcare.gov, again long wait times. In the end I was told I would not be able to re-enroll. Very disappointed in this company. I am self-employed and it is extremely difficult for me to acquire insurance. Yes I was late in March, but they could've showed some understanding and instead of refunding my late AND 2 months pre-payment in March and allowed me to keep my health insurance especially during these times. The reason why i was late in the first place was due to their lousy online payment system in the first place. Again. I am extremely disappointed in this company and would recommend to avoid doing business with them in any circumstance. They deserve to go bankrupt for their lack of humanity.
I absolutely recommend this healthcare provider for everyone as I did with others. They have the best customer service as one of the representatives was very professional and knowledgeable. They also host community events which are very nice way to let people know about their affordable healthcare plans!
This site does not work properly. Whenever I tried accessing "List of Providers" it provides a message that sends me back to main page.
Whenever I call customer service, the wait is over 25 minutes.
Are there any providers in the Austin Area who take this insurance ?
There is no customer service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
These fellas hanged up on me! Bastadz
I signed up with Sendero under the Affordable Care Act, because it was the best bang for my buck. Sendero has its pros and cons. They have affordable copays and an easy-to-use website where you can set up automatic payments which is incredibly convenient.
HOWEVER, I recently had surgery to get a benign tumor removed that would have been life threatening due to its location if it hadn't been taken care of when it was. My ENT who did the surgery got pre-authorization through Sendero to make sure they would fulfill their obligation to cover their portion, and they did for my ENT, BUT they have declined coverage of the Outpatient facility and have not paid the bill for the anesthesiologist. Now I have to open up a claim and spend an unnecessary amount of time trying to get them to pay their portion of the bills. BTW I have a Silver Plan (which is 85/15 I think).
**UPDATE: it appears as though Sendero did not receive the bill from anaesthesia, so it needs to be resubmitted. The customer service rep on the phone was incredibly helpful and friendly. I believe her name was Lana, and would recommend speaking to her if you're having issues with another representative. They did end up paying more of my outpatient services after I resubmitted the claim.
We paid the premium, but never received our ID's. So unorganized and unprofessional... They never respond to their emails or phones.
For the past 3 years I've had a Sendero health plan and they have been - by far - the best insurance company I've ever had in 45+ years using health insurance. They answer the phone when I call. They respond quickly to my emails or website communication. They're professional and courteous. They send a nurse once a year for a well-visit and pay me for the privilege. If the pharmacy ever has an issue with my prescription, Sendero takes care of it for me. If the doctor's office makes a mistake regarding referral, Sendero calls them to clarify. They've provided great coverage. Their service and coverage is so good, I referred them to my daughter and she's signed up with them as well - fortunately she hasn't needed to use it but I know if she does, they will be there for her. If I weren't going on Medicare this year, Sendero would be my choice for insurance for the coming years as well. Thank you, Sendero!
I am forced to get crappy insurance that I don't need. So I go on the Obamacare BS site to acquire some. I choose Sendero, it's the cheapest one and I'm just throwing away money to them. They have taken two payments from me for two months worth of coverage. I just received a text saying I'm 30 days past due on payment. What...? So I'm stuck on hold to try to talk to a human being, no luck. This health plan is a joke. If I were to actually have some medical issue, I'd be completely screwed trying to get a hold of them.
ditto to everything everyone else has complained about. this insurance company is so crooked. literally, ive never had anywhere near this bad of service with any company i was contractually obligated to keep paying. never got a rep on the phone in less than 20 minutes. its been 20 minutes now and im hanging up. they also didnt send me my card like the other person who reviewed. they also say im 30 days past due even though i payed 10 days ago. and like another reviewer i too had the experience of having the conveniently not inform me that only those receiving government assisted insurance are allowed to pay late. they told me i would have a 90 day grace period. i think they tell people that so that you dont pay on time and so when you need the insurance they tell you your insurance wasnt valid because you hadnt paid you bill. but if you dont need it, they likely just keep taking your money despite its being past due, without letting you know that you arent exempt from being cancelled within 90 days of late payment due to your not being someone receiving government assisted insurance.
Garbage. Website is useless. They never noticed that it stopped being the 1900s.
When I first signed up with Sendero they had told me I'd get a free car seat and a diaper bag full of items if I attended one of the Sendero baby showers so today comes around I attend the baby shower you get the car seat only if you qualify for it depending on if you go to your first appointments or something like that you don't get a bag of goodies for the baby they don't give you no diaper bag of anything they just raffled off a breast pump and raffled off four gifts and that was very disappointing don't let Sendero lie to you
I started coverage in Dec. and when creating my account I thought I had completed signing up for autopay. Apparently there was a problem though but they never notified me until mid march when I received a letter stating that my coverage had been cancelled (THE SAME DAY they finally sent my welcome packet with policy info). I never received an invoice via mail, email, or a phone call. I called them to explain I thought it was being paid and never received any notice of missed payments but they said there was nothing they could do. Obviously a very disorganized company that does not communicate with its customers. I would be wary of having to deal with them during a medical emergency.
I was eventually refunded for my January over-payment. Changed my review from 1-star to 3.
I've yet to receive any type of insurance information from these people. The only number to call is all automated,no live person.I had to pay my premium in full due to January 1st around the corner.
This insurance company waited until people renewed their insurance policies and then dropped coverages for special needs children including care and special schools. DID NOT inform the parents and also did not lower the premiums. They could care less what their actions have done to many families in the Austin area. If I could do zero stars I would. A lot of shady things done by a "non-profit".
Im so annoyed i cant get anyone on the phone to dispute my claims . Iam staring to regret enrolling to sendero. I cant even make a payment .
No insurance is better than these people. They won't help you even if youre on your deathbed. The management of this company will get their karma in the next life hopefully.
The best local insurance anyone could have! I was able to call and get all my questions answered with no wait. Hands down the best customer service one could ask for. 10/10 would recommend them!!
Sendero was super easy to enroll in and I like that they are community based and a nonprofit. They have had growing pains over the years but it is clear they are doing great now. I've heard some say the are not offering insurance in 2019, but they are here to stay!
My father-in-law has been trying to work with them for a month now to get the treatment for his stage-3 cancer but now is getting ghosted. I guess I shouldn't be suprised they want him to die rather than cover his treatment.
We relocated to Texas and had to enroll in a new Healthcare Plan. We chose Sendero but what a mistake. They contract with hardly any decent clinics or physicians. Their RX coverage is a joke and just last week we received notice that our premiums are going up over 35%!! Insanity. Needless to say, we will be obtaining healthcare coverage from another company in January.
Absolute WORST excuse for customer service EVER. Phone #s provided simply disconnect you after you're holding on line. You pay first premium? They send nothing. No email confirmation. No snail mail cards. Nothing! You have no Membership ID #, so you cannot find nor use doctors, etc. You get no pro-rated reimbursement for non-services provided. You can only mail letters to them begging for what you've paid for! Avoid at all costs, as it will only cost, not pay, to enroll. UPDATE: 4 Months Later, and things have improved considerably. Once I was actually able to get my card #, things have been much smoother. They have approved all my needs and paid my medical providers in a timely manner. If you can get over the initial hurdle? You can expect good quality for the low rate. Suggestion? Don't wait until the last minute to apply. Apply early if you can. This way, you avoid the mix-ups that come with the surge at the beginning of the year, when most new Marketplace insureds apply.
Have had a difficult time seeing physicians in network. Their online physician search isn't the greatest and needs to be updated. Can be helpful on the phone depending on who you get. Had to basically call around for days to find a doctor to get me in because some places had many months to a year wait, others stopped taking Sendero. The plus is my deductible is low so it's better than nothing and it has saved my life before with an ER visit. If you're in Austin and have trouble finding a doctor that takes Sendero, call Austin Regional Clinic. They take Sendero, are reasonably available, and have been very helpful so far. Thanks to HAAM for helping me figure that out.
As someone mentioned earlier, I would give a zero star if it were possible - it's been awful. However, that being said, my boyfriend has Sendero and had a motorcycle accident and he got great care and aftercare, so it seems like their network is good for major trauma incidents, but for coverage for basic things (PCP, specialists) the doctors have mostly dropped this plan, probably because of what's happening in the political world in US...anyways, to sum it up, they suck - I would never recommend them! I wish someone had warned me, but I moved (to Texas) and therefore had to change under Health Marketplace (Obamacare.) AVOID!
Bad company, I have to remember what my monthly premium amounts are as they do not provide it on their site. They will send you a text message when you are late, although the message does not tell you who they are only says "Questions about your invoice?"
Well, I have not had any problems with them when it comes to payments like much of the other reviews but I don't think these people actually give you real doctors. I have been seen by unprofessional nurses and I can't find a decent doctor on this network. Once I start making more money, I will change health plans.
Bad experience and long wait on the phone, like everybody else is saying.
It's a non profit supposed to help people and it's not helping...
If I could put 0 Stars then I would. I paid first months premium, never received any kind of receipt. Online it said that I hadn't paid. So, I go ahead and pay again. Finally it shows that I paid. I ask for a refund, never received any refund although a rep said she was working on it and would call me back...I'm assuming she quit.
It is January 12th, I still haven't heard back and still do not have any insurance cards although they have managed to send me a payment request. I cancelled the health insurance, but am out the money I already paid ;/
RUN FROM THIS HEALTH PROVIDER
Probably the longest wait on the phone you'll endure. At least the people are nice when you finally get a hold of one...
Will cancel your coverage without warning or reprieve for being one day over deadline. It's really hard for me to imagine a business with a monthly billing cycle where it somehow makes more sense to terminate a trivially overdue account without notice than it does to simply charge late fees.
Their customer service called me back and was very helpful. The member portal page was updated Jan 4 and is now working much better on desktop and mobile. Was able to login and print a benefits card. They have 33,000 new members apparently.
Sendero is a non-profit organization and you can sense this in every interaction with them. Their goal is to provide the most health benefit to you. When you interact with any for-profit insurance company, you know they are always looking for the best way to gouge a bit more money out of you. Huge difference.
Worst insurance plan I ve ever had. Always messed up billing and even messed up my tax return (long story). Avoid if you can. I only stuck with them bc I couldn t afford anything better at the time. Thank God I have insurance through my husbands employer now.
My wife and I both had serious medical issues the last 2 years. Both years we had Sendero and were very happy with their services and products. Would highly recommend.
Sendero has unacceptable customer service. They are not only difficult to reach via phone but the hold times are very long. Signing up with them with difficult. I didn't get my member number for at least a month..and made at least a half dozen unsuccessful calls. Authorizations take more than 72 hours even though they claim that this their maximum time.They always have some lame excuse. They have recently claimed that a provider had not completed their authorization form..which was not true. I have waited for approval of a DME post surgery for 21 days..without success. I recently went to an Urgent Care which was listed online. When I got there, The center told me they didn't take new Sendero patients.
Broke my arm. They told me to wait 30 days and see if it would get better. Then they cancelled my coverage. Better off with out insurance than these crooks.
Update: It has been 9 months since i broke my arm. $47,000 in medical bills, sendero still hasn't paid a penny.
Horrible service. At first Sendero seemed on top of their stuff but then I noticed they didn t cover a bill that they were supposed to pay and gave me the run around about paying the bill that has ultimately gone to collections. Now I m being nagged by a debt collector. Secondly there s an important medication that I need and my doctor is waiting on them to approve it which they haven t putting me at risk for a future relapse. I m
So aggravated with them at this point. Very dissatisfied & disappointed!
Horrible customer service & coverage.
They raised my rates by 15% without telling me. When I found out after December 15 they told me I was locked in and couldn't do anything about it until the following year.
Not helpful at all and basically bait & switch people with low prices.
Looking forward to switching to another provider soon.
I gott say I started reading these reviews and kinda freaked out, but I had an easy time getting a hold of a rep. She gave me some numbers for a nearby doctor and went over my benefits with me. Honestly, I think most of these reviews must be written by people that have little experience dealing with insurance companies.
Sendero sent me an email asking me to leave a review, so I thought I would.
On one hand their customer service is quick to answer and acts very helpful on the phone. On the other hand they can't fix anything and say they'll get back to you, but never do.
How about when my billing was messed up and no matter how much I paid it still said I had an amount due? I called a rep who said they saw my payments and I was paid through XX month and not to worry about it they'd fix it and call me back. Several months later with no call back and no fix, I called again. They said they saw I had just paid the bill issued a few days prior and they would fix this and give me a call back.
A few days later a different rep called back to tell me my account was pending termination for non-payment. I explained the situation to them and asked them to reference their notes. They saw there was a problem going on, said they would get this fixed and call me back. I received on call back later that day saying they were waiting on a response from the back office but would contact me again when they had an answer.
It's now been several more weeks and no response.
EDIT: after the response (see below) Sendero followed up and everything is taken care of. I received multiple direct calls from higher-ups in the organization and they have provided me all the documentation I have asked for.
However it appears they are discontinuing support for plans that are eligible for HSAs next year. HSAs are one of the best way to save on health care for people without chronic diseases. I am disappointed that they have decided to end all of their HSA-eligible plans. As such I will no longer be a Sendero customer. I hope in future years they will decide to bring them back.
Ok, so these guys have improved throughout 2017. They expanded their network with providers, their rates on the health exchange were reasonable for 2017, although they went considerably up for 2018 (not sure if that's only entirely their fault). But I've really come to appreciate them and their customer service when I comes to their claims department, for a job that must be stressful and is probably on the receiving end of a lot of negativity- every time I've called in because I didn't understand something or wanted to challenge how or why something was paid (or not) their service has been OUTSTANDING. Polite, personable, patience, and thorough in not only helping me understand, but also in explaining what I needed to do when it came to going back to doctor's billing department. For someone who is relatively new to managing my own insurance, I really appreciate the education.
I'm not sure what people are complaining about. I've had no problem getting Sendero reps on the phone and getting answers to questions. I found their lists of doctors to be very adequate. Lots of people to choose from. Do your research...look up the reviews on doctors. You can absolutely find very good care with Sendero at a fair price.
Very poorly trained employees. They would rather give you false information to get off the phone than actually do the work to solve any issues. In my experience they are the epitome of "passing the buck." The coverage itself is pretty dismal too.
I have not had one negative issue with this health insurance company. Any time that I have called, I have been assisted in a courteous manner. My doctor offices have always had quick responses, from them, on multiple inquiries. I am receiving excellent care at Victory Medical Center in South Austin. I have been seen by the family care physician, the allergist, and soon a specialist. I have had blood work done a couple of times, scratch testing (allergist) done, and now go to the allergy department on a weekly basis.
My clinic has never had an issue from Sendero nor have I had any issues at all. This is, in fact, the happiest I have been with an insurance provider! I do not understand all the negative reviews. I'm totally impressed and blessed with this company. If you need a doctor/clinic/pharmacy, I HIGHLY recommend Victory Medical Center.
People complain about issues that are NOT the fault of the insurer. I have had issues with Sendero (Just like I did with Blue Cross and other insurers in the past)
However, they have always been quick to answer calls, escalate problems and solve them. (Yes including labs fees)
What more can you really ask for?
Please Stay in the Texas Market Sendero!
Do not sign up for this. I didn't actually sign up for this plan, the Market Place auto-enrolled my, to ensure there wasn't a gap in insurance. I have a different plan, and have been trying for HOURS to cancel this Sendero Ideal plan that I NEVER signed up for, but am being invoiced for. Hours of phone loops, and voicemail.
BUYER BEWARE. This company is beyond disappointing. I have nothing new to add to the reviews. My experiences echo that of many frustrated customers. I never received an invoice after the initial payment. There were no communications once I had signed up. I had to request my member card. Customer service ALWAY placed me on hold for at least 10 minutes and I was often disconnected. Their most common response was, 'Unfortunately, there is absolutely nothing I can do." Unfortunately they are the most worthless insurance company I have worked with.
I am glad that I googled the Sendero Health Plans. With other numbers, you need to wait pretty much forever, I think this local number covers Austin Area. She gave what I asked for it but not so kind. However, my husband left his message. and the other representative returned a call right a way. I mean very next day. It was pretty surprising. She was very kind. I am pleased with her service. because my husband and I didn't expect they even actually return our call because of very bad reviews on google so far. Anyway, Sendro starts with me, some frustruation. but it is ok. It is not so bad for a price. Just I need to find a new primary doctor because my great current primary doctor, unfortunately, doesn't accept sendro. Hopes to find a good one like my other great primary care doctor. So. I am hoping Sendero has good providers.
Been trying to contact them for about 3 weeks. I've paid them 3 months and have been told I'm 30 days past due
Extremely poor service and Slow payments on your claims. Lose claims and then refuse to pay if not received in 90 days - after they lose them! I would not recommend this insurance to anyone.
Sendero Health Plans has served my family well the past three years. I am on an IdealCare plan and have many doctors, labs and hospitals to choose from. They are very responsive to any calls or questions.
Getting in contact with anyone is impossible. I've tried reaching out by phone, half the links on the website don't work, and the one time I did get through by phone I was transferred to 6 different people in one call. Email customer care? The link/email on the website sends you to an error page. There's zero mention of a way to cancel on the website which is my current situation.
You guys never cover anything and there's an asthma medication i need that keeps getting denied by your stupid policy despite my doctor sending in a reason why it's necessary. It's the only medication of its kind that i need to breathe, but you would rather deny covering it because it's "expensive" (major problem with healthcare in this country these days) and not help patients who need medicines to survive. I highly recommend going with another company and steering clear of sendero all together. The deductible is ridiculous and benefits are poor. And it's sad being this was the "best" option available on Obamacare. Can You guys do something and cover this medicine because the alternatives aren't going to work since they weren't effective in the past.
senderohealth.com
