Baylor Scott & White Health Plan

★★★★★

A few short months ago, this review would have been a complete 5 stars. However, today I found out while my daughter was waiting to have some imaging of her thyroid that we could not get done unless we pay it all out of pocket which we can't. Her last set of yearly lab testing is indicating that there is an issue with her thyroid and blood cells. It was serious enough that her primary immediately wrote a referral and kept reminding and helping her set up appointments. We did not get the imaging done because an error removed her from my marketplace insurance. We had already called in about it last month and assumed it had been fixed as we received insurance cards at the end of April that showed her as reinstated. Today she is showing unenrolled still. Once again I was told that it was not showing her as enrolled even though she just received new insurance cards. While the insurance even told the staff at the imaging center that she has insurance and that it will be covered, the provider is saying that they cannot do it unless they have an estimate and her portion. So tomorrow we go back hoping that they will get her re-enrolled by tomorrow at 4:00 and, if not, having to reschedule and come all the way from Abilene to McKinney again later. I guess we can just cross our fingers and hope she doesn't get worse before they finally get the issue fixed. Needless to say, I am not happy with BSW at this moment.

★★★★★

I called because I needed help setting up a primary care physician, but I was left on hold for 50 minutes and eventually had to give up before anyone answered. Then I tried using the online chat, and within about 40 minutes I was automatically logged out six different times. Each time I logged back in, I had to start the process all over again. On top of that, the chat agents took nearly three minutes just to type a single sentence, which caused the screen to time out while I was waiting. I honestly can’t believe a company can operate with customer service this bad on an organizational level.

★★★★★

Do not use this company. They are the worst. This is the 3rd year that they arent applying my premium payment to my account. They have suspended my insurance due to non payment yet my payments were made and I gave them the confirmation number and still tried to say im behind on my payments. Said they would investigate it and yet to hear back. Currently on hold for the past 30mins.