-
March 2024 by Alhambra A.
I have just become a member of BSW Health Plan. My first impression is that it sucks. Its welcome letter directed me to their web site to create an account so that I can pick a doctor. But after numerous numerous attempts, their web site just does not allow me to create an account. (see attached screen shot) Go to a nearby clinic to set up an account? That's a joke. It then asked me what specialty of care I needed. I called their customer service 855-572-7238 and waited for 24 minutes before the rep picked up the phone. And once she learned what happened, she said whenever one gets that error message, one needs to talk to their IT Dept. And she transferred me to IT, what I got was a message saying it was Cisco Messaging System and the operator was not unavailable and asked me to leave a message. Apparently I am not the only one who has not been able to create an account just to find a doctor.
-
February 2024 by Brittany L.
Baylor Scott & White healthcare is horrible. They make it difficult to make any appointments. Need a PCP? Be prepared to wait three months. Need a pediatrician? Be prepared for the people who make the appointments be incompetent. Need to see a doctor the same day? Make sure you have two hours to answer the same questions over and over to a non-medical worker because they can't just look up where has open appointments. Want to call any office or clinic directly? They do not allow that you're stuck with a call center who aren't that great at their job. I tried to make a pediatrician appointment three times. All times the call center messed up. I now have a non Baylor Scott & White pediatrician and it has been such an easy process, my kids are taken care of, and the front office staff is great. I tried to make a PCP appointment multiple times and all times the call center messed up. Somehow they made two accounts for me and kept cancelling and changing my appointments because they were confused. I called the call center asking if there were any walk in clinics because online it shows there are multiple walk in clinics, but they claim they have none and are unable to look up which locations have openings for this week. Absolute joke. The insurance is atrocious as well. It's expensive with limited options and poor coverage.
-
January 2024 by Karen Z.
Only problems for the last 5+ years. I recently tried to cancel and have spent over 8 hours on hold. Many times being disconnected after over an hour. This is unacceptable. I gave up and decided to send a FedEx letter so I would have proof of my cancelation. I'm still being sent invoices so I will return them with the letter and proof of delivery/signature. I am doing this because I asked for a response and they haven't given me the courtesy. This is so strange. The portal is terrible. Customer service is nonexistent. All this trouble for an expensive policy with an 8k deductible. Beware everyone!
-
January 2024 by CassandraZachary G.
my company recently switched to this provider and there are 0 providers in my city. The phone maze is no joke, every time I mention the lack of providers they transfer me to someone else. it's been an hour and I still have no answers. I wish we would have Kept BCBS then maybe I could still get medical care.
-
January 2024 by Sondra P.
i had health insurance set to begin on January 1st i received a letter in the mail from Baylor Scott & White Health Plan they took up on they on to enroll me in they plan so that canceled my insurance i previously had what give them the right to choose something you have to pay for i dare them to do such a thing so i had to start all over getting health insurance i never knew something like this could be done be ware bad business!!!
-
December 2023 by Suesan P.
Zero stars. REFUSED panniculectomy pain, infections. FALSEIFIED my medical records, falsely billed Medicare for an appointment I refuse due to medical assistant neglect, possible malpractice, BSW dismissed, have never responded. Told me go to different provider! Do not use BSW advantage plan. BSW do NOT cover as noted, that Medicare approves!
-
November 2023 by Om S.
this is the worst health plan i have ever had in my life. i went to ugent care of their network hospital but when the urgent care staff look at my coverage it did not show active so i had to pay whole charge of the urgent care . when i send them reimbursement form hopiing of they refund me but they did not refund me . this is worst health plan i have seen
-
October 2023 by Kimberly A.
I am forced to call them with every prescription, because they make it hard to fill it or to make it cost more. Their phone jail system makes sure it is 10 minutes before you can get to a live person. Once, I had a prescription I had been taking for over a year and was up to 70 milligrams. Suddenly, no pharmacy had that strength, so I had to get the doctor to order the same pill in a 50 and a 20. I went several days, without any meds, while they waited for the required 'new prescription' and when I was finally able to pick it up, I had to pay a co-pay on each even though they were the same medication. I had even called a head of time to avoid this. Next, I went to a neurologist and he prescribed a drug for my symptoms and BSW made him jump through all kinds of hoops to explain why he chose that drug. That neuro made that decision based on years of experience and knowledge. He sent in the prescription on the same day as my appointment, but five days later the pharmacy still couldn't fill it because the paperwork the doctor had to answer (Justify) had to be sent back to BSW and THEY had to okay it and that, I was told, always takes two to three business days. Well, I ended up doing exactly what they hoped I would do. I paid for the meds myselt, just so I could get them before the weekend. I HATE this insurance and will be changing when my year is up.
-
October 2023 by Brett B.
Absolutely horrible health insurance. Purchased through healthcare.gov. When you call cust serv, there is literally a prompt system that does not allow to you to speak to a live human being unless you think outside the box and press the "0" key numerous times. Why they hire and pay for these customer service "advocates" to sit at home and regurgitate the same out of date useless information found online to callers defies all logic. You will waste HOURS of your time just trying to find a doctor and when you do, you will have a very long wait to see them (weeks or months). My plan does not require referrals or authorization to see a specialist, however no doctor's office in the system will see you without a referral. Great perk /s. I have read numerous negative comments here and they are all absolutely spot on. The only positive is that I've met a couple of really great doctors during this year. I hope they accept whatever insurance I have next year because it WILL NOT be BSW!!
-
September 2023 by H E.
This is a review of the Austin BSW Austin provider network at different locations I visited. To be fair, most of their staff are courteous and professional, so I imagine some people have good experiences overall. Even so, they do need more customer service and courtesy training for some staff. One example was a medical assistant being unapologetic and even rude after I brought up objective errors on their office's' part. Regarding phones, as others say about BSW, you can't directly call their offices--you get a main switchboard 99.9% of the time. It's not as smooth as other setups out there.
-
August 2023 by Linda W.
Exactly what everyone else has said - BSW INSURANCE SUCKS!!!!!!! They send you through a phone maze like a rat, hoping you'll get lost and give up. If you happen to get through, you have to wait literally months to see a doctor half the time. And then, over half the time you see the doctor there's a mistake (probably because their docs are overworked, too, because they won't hire more?), and you can't just call the doctor directly - YOU HAVE TO GO THROUGH THEIR SWITCHBOARD. UGGGGGHHHH!!!!!!!!! It literally takes DAYS to get any answer. So you try to use their online portal - NOPE. It's just as bad!! It even sent me an automatic message about test results for a biopsy I had, scaring the crap out of me as I braced myself bor bad news and opened the message, only to see an empty message. ARRRGGHH!!!!! And even though your insurance says something is covered, they'll still send you a bill. I had a colonoscopy recently and THEY SENT ME A $600 BILL THE NIGHT BEFORE!!! How CRUEL is that? I'm already worried about having to be knocked out and that they'll find cancer, and they do that?! When they could have done it any other day in the month since I'd had the procedure scheduled?!?! And they just did it again - physical therapy tomorrow and I get a bill tonight. *sigh* So I call and they say if I don't find a way to pay it, I can't have my apointment. So they say to come in before my appointment and talk to a "financial services" person or some such to see if there are alternatives. So I have to drive all the way there and meet with someone before I get the appointment TO FIND OUT IF I CAN HAVE THE APPOINTMENT. If I don't qualify, I wasted a couple hours and a bunch of gas that I can't afford to lose. Lovely. And that's just the latest things. When I first signed up and tried to get help, the people on the phone were so surly and rude I was literally in tears. I spent hours and hours and days and days trying to find out how to use their insurance to no avail. NO ONE would help me. After dozens of calls, I finally found a couple nice people who would at least listen and try to help with a couple small things, but nothing ever changed. It's still like pulling teeth to get ANYTHING done or get any answers. And of course now Hallie will come on here and ask me to contact them. NO HALLIE I WILL NOT. I HAVE NUMEROUS TIMES BEFORE AND NOTHING CHANGES. SCREW YOU. I CAN'T WAIT TO FIRE YOU ALL AND GET NEW INSURANCE COME DECEMBER.
-
August 2023 by Don R.
Horrible insurance with a bunch of incompetent people working for them. Their provider list is very small and limited. They take forever to approve procedures and the prescription company they use is just as bad or worse. I have a friend in Canada that was dealing with the same issue I was, and they got treated and through rehab before I was even approved for a test to determine the course of treatment. So, all the talk of the long delays to get procedures with socialized medicine is BS. You call in and wait for hours to talk to someone and then they keep transferring you because they are all too stupid to do their jobs and nothing gets resolved because every time you call it is something different. I would be better off saving the insurance premium and use it to travel to other countries to get my medical procedures done and prescriptions. No wonder medical tourism is the fastest growing travel in the USA.
-
August 2023 by Shelia M.
Absolutely horrible. From customer service, providers, to the "patient relations" department. How is it possible to have a 30 day "standard of care" turnaround time to rectify a problem? Horrible!!!! LVNs act as gatekeepers so that you cannot speak with your providers, instead of passing the message along and allowing the provider to respond to you. Called the billing department since I have a credit on my account and they are sending me statements saying I owe them money, how is that possible? The clerk hung up on me.......called the patient relations and she didn't even apologize!
-
June 2023 by Brian D.
My wife and I signed up for Baylor Scott and White health insurance through the marketplace on May 3rd. The insurance was supposed to go into effect on June 1st. By June, we had not gotten if cards so we called in to see what was going on. We were told several different stories by numerous people including that our payment we made was for May and not June. We had the paperwork printed out showing the effective date was June 1st. The customer service rep told is that was wrong. We were then told it was for June, but they hadn't received a formal back from us. We asked how the form was sent and we were told it was never sent. Both my wife and I have spent over 20 hours on the phone with BSW these last 2 weeks and gotten nowhere. We thought we were getting somewhere when Megan V. Said she was helping and would call us back, but never did. All of the reps say they will call you back within 24 hours, but none ever do. That is just a way for them to get rid of you. BSW insurance is a scam. Stay away from them. I have requested a refund, however I am skeptical that I will actually get it so I have also alerted my bank to fraud on my account from them.
-
June 2023 by Glen K.
Horrible company slow response time negligent and rude
