Easy to use and wonderful ability to contact through a chat option. Can update all information right in the profile section of the app. I just love the end user ability to use the app to have a virtual visit and find providers of any kind for whatever medical services you seek!

I was willing to overlook the fact that both my mother and father and my brother in law died at the Hampton Sentera CarePlex several years ago when I became stuck with the newly named Sentera Health Insurance through my employer. I urge anyone to run the other way and find a different carrier. I will certainly be urging others who are city employees and their family members to voice their complaints to City Council before the next open enrollment period and demand another option. I have spent over TWO HOURS on the phone today just trying to get a human on the phone who can tell me if a claim for my medication had been submitted and will it be approved. I was just passed around from department to department and put on hold until my phone died. I am not even able to use the stupid app they encourage you to use because it says they cannot validate my account. I’m pretty sure I know my SS number, address and date of birth. I can’t wait until the next open enrollment! I was finally able to get a person who could answer my question. It turns out my medication will not be covered because it’s a newer medication and Sentara has not added it to their list yet even though it’s been in pharmacies for over a month, and was released by the FDA 2 months ago. Yeah, save yourself the headache and just say no.

Unable to pay premium on the app, it just keeps saying “the service is currently unavailable. Please try again”. I tried doing it on the website and when I click Pay My Premium it does nothing. I tried emailing them and all they can say is use chrome and don’t block pops. I already tried that and it didn’t help. I sent them another email and they sent the same so called solution back even though I told them that didn’t help. Now we cannot change opt PCP in the app or online. It just shows all doctors you select as not accepting patients. My wife called to have her pcp changed. A day later I see she still hadn’t had her pcp changed but they changed my pcp to the one she wanted. Aaargg so frustrating. Fix the pay my premium and fix it so you can choose a pcp again.

I’ve been trying to use the telehealth feature throughout the day today, and was kicked off every single time. I started the consult with the bot questions and after trying to upload the required photo I was kicked back to the home page. I thought I did something wrong having never done it before, so I tried multiple different ways to upload the photo, tried multiple different WiFi connections, and no matter what I did I was kicked out of the consult. You’d think my questionnaire would have saved, but nope. Back to square one every time. Really disappointed with this app...