includedhealth.com Arvostelua 

It would appear that what I outlined below in my initial review was a one to two week rough onboarding period as now I am able to reach member services and receive assistance.

--------------------

My employer engaged with Included Health after switching from Anthem (Blue Cross CA) to Blue Shield CA with Included Health as the “Member Services” layer between us (the insured) and BSCA.

It has been a disaster so far at only eight days in!

I have attempted to call them at the Member Service phone number three times in the last three days and have waited on hold with music for at least one hour each time before giving up. One time I simultaneously started a Member Services chat on their web portal and no human joined the chat from their end for the entire hour.

All I can say is that since it has been impossible to reach them, how can I even begin to believe that they will help me with my needs?

The marketing on transition to them was that they would provide excellent assistance in navigating the complex health care needs of the members.

Give me a break…

Now there is simply extra complexity and wasting time just trying to talk to them so that I can explain the “complex health care needs” that they might simplify for me.

TOTAL waste of time. POOR service.

My insurance used to include a benefit called Grand Rounds, where a team would recommend doctors and schedule appointments for me. Unfortunately, ever since they rebranded as Included Health, they got rid of this concierge service, and now just provide lists of doctors (sometimes inaccurate), which I could have gotten just by going to my insurance website myself.

Worse than that, I'm forced to get my mental health care through Included Health's Doctor on Demand video call feature, which is a nightmare when their website and app keep crashing right before a scheduled video call. I logged in 20 minutes before a call today but the website provided no way to log in to the call, and in fact erased my entire video call history and care team.

They used to provide a customer service phone number, but that's vanished from the website too; looks like they laid off a lot of their customer service reps. Instead I had to go through an AI chatbot, which told me I would get a response "within 24 hours." Not helpful when my scheduled call was in 15 minutes.

I only barely avoided the $95 no-show fee by downloading the app at the last minute.

But after the call, the app would crash every single time I tried to book a follow-up visit with my doctor. And the website still removed every possible way to book a follow-up visit with him. So I have to wait until they fix their app or website to see my doctor, I guess...

Their service is unhelpful and they are incorrigible spammers. They are offered as a free benefit through my husband's employer, so we decided to try them. They referred us to random doctors in our area that specifically violated one of the critera we outlined (more on this below). Since asking them to close my account, they periodically spam me with marketing emails in spite of my now repeated efforts to unsubscribe and ask them to cease from resubscribing me. They ignore emails for support on this topic. So: they provide a useless service then become spammers.

Regarding their referrals: my husband and I (both gay men who do not have to worry about pregnancy) refuse to use doctors affilatied with the St. Joseph Health system (recently rebranded Providence) because of their abortion policies. We communicated this when trying their referral service. Even under life-threatening, St. Joseph does not permit abortions in their hospitals, and they do not allow doctors to refer patients for abortions. We will not support any health system them puts religious views over healtcare or any patient's life. Included Health referred both of us to different doctors affiliated with this system (my husband didn't find out until his gastroenterologist, who had a separate office outside of the hospital, schedule a colonoscopy at St. Joseph Hospital where he also practices). I discovered the affiliation of the doctor they referred me to before scheduling, and I sent them links to his profile on the St. Joseph website, but in spite of this evidence, they proceeded to try to gaslight me about his affiliation. In both cases, these doctors were just one of the first to pop up in the list of in-network providers on our insururer's websites and had no particular claims to being LGBT friently suggesting they put in no dilligence at all in their referrals.

Incompetent staff. Every time I call I speak to a different person and that person is completely clueless as to the history and does not seem to be able to read well. Supposed to help process medical claim issues but is creating more work since I have to hound the representative to do his/her job. At issue is 1 office visit where the insurance did not process the claim. Someone needs to speak to the insurer and the physicians office to resolve. Has not happened in 9 months. Terrible service!!!!

Awful!!! It’s run by narcissists who sell services that’s they don’t have the ability to provide. It’s a scam. They think changing their name is going to fool people. We know you are just doctors on demand.