Scott & White Health Plan

Absolutely the worst customer experience I’ve ever had with any company. They can’t bill me the correct amount. (I’m actually trying to get them to bill me MORE which is the correct amt.) They have told me that I would receive a callback 10 times and I’ve never received one. Neither he customer service people or the customer is allowed to speak with the billing department.
I would recommend that nobody ever CONSIDER using Scott and White. Their service is horrific.

Great coverage
Only gave ⁴⁄₅ stars due to the constant inaccuracies on the statement
4 stares because they pay as promised, promptly and there’s a wide variety of doctors

They took my $ 1400 premium but misapplied payment so I had no coverage. After 3 calls being on hold forever, they have promised to refund but won’t follow through or respond. Be sure to record conversations with their «customer advocates»

Like most people on here, we signed up for the Scott & White PPO health plan through the
exchange with the expectation that this plan would cover most of my father-in-law’s needs for his healthcare coverage.
Being that my FIL has not yet reached the age for Medicare, we believed this plan to be one of the better ones out there. Unfortunately, signing up for the plan was probably the most satisfying element of our experience.
Our problems began day 1 when we needed the insurance information for a doctor visit. The doctor could not reach Scott & White to verify coverage. We, like many others, had not received our information on payment, coverage information or member cards.
We tried several times to reach Scott & White, but their system was overloaded and unable to receive calls. Apparently, in what appears to be poor planning, did not anticipate that individuals would actually sign up for the health plan. Their call center was not staffed enough to support the huge number of individuals trying to use their services.
The only way we were finally able to get a hold of someone (after waiting on hold for 60 min then being disconnected) was to contact them through Twitter and have someone call us.
Executive management should be absolutely ashamed of the manner in which this company has failed to provide services to their customers. They had an absolute duty and failed.
We ended up cancelling the coverage.
If you are considering this company for healthcare, please do yourself a favor and contact them FIRST… judge your experience on being able to contact them and expect that level of service throughout.
Their only saving grace was their Twitter account @SWHPHelp. They actually responded within an hour and had someone on the phone with me that day.
Good luck!

Horrible health pan. They cover nothing. I suffer from horrible migraines and they will not cover any of my medications. They argue that I have not tried the other the other meds– of course I have. I’m needing more potent meds at this point because the others have not worked. The fighting with them is ridiculous. I wish I could give them a zero also!

Stay away. They NEVER answer the phone in under an hour wait time. Once they do they will not be able to fix your problem. They will over charge you. They are worthless and I wish I would’ve paid more for a different plan. Just stay away. You’ve been warned.

If I could give a zero star rating, I would. We needed to update my wife’s plan and it took 3 months for the changes to show up (after near daily calls to customer service). Then, the amount showing what we owed was literally a $ 1000 more than what our plan costs. My wife has spent HOURS on hold waiting for someone to pick up the phone to figure this out. Each time she finally gets through to someone, they tell her everything is fine but it’s just showing up incorrectly online. We then saw that the incorrect amount was taken out of our bank account (which, on top of everything, was the wrong account — something else they told us would not happen).
Current customers: if you are having similar issues, you can file a complaint with the Texas Department of Insurance here:

I got dropped by my previous insurance company because they were one of the 13 failures of the Healthcare system that went bankrupt. I searched and Scott White had the best plan for my family until I get my new companies plan.
Calling is always a problem as you sit and wait forever to get a person on the line. When you get on they are very friendly but most sound exhausted. The wait times are too long to be considered a positive experience.
Suggestions:
Add more call center people.
Allow them access to your payment information and if an ACH is coming out or you need to pay on the call.
Each time I have been told to wait a few days and see what the system does. Not sure that the system is working so will be on hold again today to see if my payment is being made.
I would like confirmation that my fax went to a live person, etc. There is a disconnect that Scott & White can easily fix.

I received my invoice for my February 2016 coverage today, the day it is due. They placed my invoice in the mail January 26, 2016. I attempted to call SWHP but was on perpetual hold and unable to get through to a customer service representative.
This is unacceptable, and, I feel, should they attempt to tack late fees onto my account, entrapment. Receiving an invoice on the day it is due is ridiculous. Not providing adequate customer service to address this issue is ridiculous. Providing customer service in a room in which other operators are clearly heard through the phone is shameful (as was the case when I initially contacted them a month or two ago to secure my coverage with them), particularly when asking for details such as credit card information and other sensitive data for payment and to confirm customers’ identities.
I encourage others with issues such as mine to contact insurance regulatory boards to file complaints.
Edit 2016.02.24 — Increased my rating from 1 star to 2
I received my invoice for March 2016 coverage on February 22, 2016.
The SWHP Web interface is still glitchy where payments/​payment history is concerned. I just paid my March coverage through the prompt requesting the payment which was due February 1, 2016, which has already been fully processed.

One thing you need from a health care provider is customer service. Well this one has ZERO. Try calling the customer line, go through the options, get on hold, and no one ever answers. This has happened 5 times and I need to get a claim covered. DO NOT BUY THIS INSURANCE. Pay a little more and get better service. Plus they don’t over chiropractic which is covered by ALL other major carrier. This one just sucks. Sorry.

Ok. Only 65 minutes to speak to a person. Highlight of the call was getting a direct line to the «retention team». Only able to leave message but it does say that calls will be returned by the second business day. From 0 stars which weren’t available to 1 star!
877−845−3902

Signing up and paying my premium for Scott and White through the marketplace was a breeze. I was able to register into my Scott and White account and print my ID card. However, once I was logged in, I noticed a major discrepancy between the deductible I signed up for on the marketplace vs the one they were showing was on my plan in my S&W account. 750 to 5000 is a major difference! I have tried calling Scott and White and none of their numbers work!
What kind of reputable company has phone numbers that don’t work?
Finally, I just called the market place and was told that the information they have is indeed correct and that Scott and White is responsible for honoring the deductible they showed on the marketplace. So now I’m still trying to get a hold of someone, anyone at Scott and White so they can fix this issue.
Ridiculous! I should’ve gone with United and probably will switch to them if S&W does not rectify this issue very soon. My husband chose United and is having a much more pleasant experience. :/

Alright Unilocalers, I am like you, struggling to contact their financial department to make my premium payment by the 31… I’m on hold, I’m calling them back, I’m getting busy signals on a 1 – 800 number, I’m told it is no longer in service. I’m FRUSTRATED. I had this plan in October and it was great, smooth switch over and easy to use. I had no issues with claims or getting to see a doctor. I really like my policy, it has been good to me but this is a nightmare trying to hand them my hard earned cash.
My payment display doesn’t even load on their portal any more and the automated system does not recognize me, even though I have paid via phone and through their bank of America online payment extension.
I suggest finding your local office and going there in person, on the website it does say you can go to their office and «pay a bill» assuming they believe you premium is a bill… I have not done this myself just yet, but soon.
Georgetown
204 S IH 35, Suite 100
Georgetown, TX 78 628
1−800−321−7947
Temple
1206 West Campus Drive
Temple, TX 786 502
1−800−321−7947
Waco
200 W State Highway 6, Suite 300
Waco, TX 76 712
1−800−321−7947
Billing Inquiries: 800−994−0371 (11:30−12:30 is lunch time apparently they cannot stagger lunches…) These people get annoyed that you call them though, they’ll transfer back to the «24÷7» support…
«24÷7» Support 1−800−321−7947 (this tells me it is disconnected, places me on hold forever or just hangs
EDITED: I was able to make my premium payment through a operator when I called the «²⁷⁄₇ support), selected number 2 and then selected number 3. I was on hold for a few minutes, then an operator picked up trying to direct my call, she waited on the line with me and when no one answered she tried to see if she could process payment and she could! I am so thankful for the kind customer service, she felt awful about my being on hold, hung up on and stuff for a collective 5 hours over the past two days.

Hopefully this info will help some of you…
I too recently signed up for this company’s PPO plan in Texas thru the
exchange. It was a crummy plan, but in their defense, better than what other insurers were offering in the state for next year (as a new Texas resident, I guess the pro-​corporate, low regulatory burden and the monopolistic practices of the Baylor system here is a negative for consumers :(). I signed up on December 14, before the initial deadline. Heard absolutely nothing from the company. Called them around December 20 and they had no record of my enrollment, but suggested it takes 10 days for them to receive such info from the exchange (apparently using technology paradigm from the ’80’s?) I celled back December 27, got a horribly trained rep on the phone who was breathing heavily during the entire call, and still no record for me. She was unable/​refused to connect me with a manager, but said one would call me. Fortunately I asked for the name, and surprise, they never called. I then tried again on December 28 and encountered the same issues presented by others. Every single call was automatically disconnected after the menu prompts. I then tried thru
, got an inexperienced person, then spoke to a more knowledgeable individual. He was going to conference me in with his contact at S&W, and work thru this issue. We were on hold for over 60 minutes! (but that was an improvement over my automatic disconnects). By the time an agent picked up at S&W the
manager disappeared despite his promises that he was remaining on the line. The good news is the S&W rep this time actually cared. She still had no indication of my enrollment, but did appear sincere in doing what little she could. Importantly she provided this number: 254−298−3177. That is the electronic enrollment department, and that is where all these missing applications are supposedly handled. As it turns out I received a letter in the mail today, December 29 detailing my enrollment selection and providing instructions on creating an online profile, which I did successfully. Keep in mind this letter is dated December 22 and their customer service reps knew nothing of my enrollment when I called on December 27 & 28. This company is obviously out of their leagues and needs a new management team. But that’s a story for another day. Unfortunately the hands off nature of government here is backfiring in this case. Good luck,

I, too, am finding it impossible to contact S&W to make my first premium payment in time for my 1÷1÷16 coverage to begin. I’ve been trying for days on end.
Neither their website nor phone system recognize the ID # they mailed me, so I am unable to register in their system and am running into the same problems other reviews have noted about getting disconnect when trying to reach customer support. I even tried emailing and my email was rejected with a message that stated the recipient’s security settings didn’t allow it to receive emails. Seriously? Do they have a problem with ACA customers? Don’t they want to take our $$ and allow us to have insurance? This is beyond ridiculous at this point.
Very unhappy with this carrier’s total lack of service and complete disconnectedness and we haven’t even received the ID cards yet. :(

Hold times are ridiculously long 40 to 60 min on some days. Got plan through Obama Care. They raised the premiums after I signed up through plan and change my copays for specialists through BAIT AND SWITCH. Do yourself a favor and if you live in Texas and on Obama care. Move. Their plans suck in Dallas.

Could not be happier with Scott & White Health Plan. I signed up through
. Because I’m self-​employed, my income is low so I got a subsidy. Compared about 20 different plans, and went with this one (Scott & White Silver 2750). Of all the health insurance companies I called, this one always has a human being who talks with me, and answers questions in plain English! Superb service, great docs in the plan. I had some surgery and went to Westlake Hospital which is in their network. A really good experience.