Baylor Scott & White Health Plan

I signed up over 30 days ago and still don't have an insurance card. They took my money the day I signed up. Their website says I don't exist / can't log into a portal. I called the insurance department and someone gave me a number so it looks like I have a plan but I've never received confirmation. Just a bill. That I had already paid. I'm on hold again with insurance trying to get this sorted. In total, this has been 6 phone calls now with differing answers. I've spent a little over 7 hours on hold between all the calls and transfers (yes, 1 day's worth of work). This is not an exaggeration. I've kept a log from my phone counter. (update): Someone picked up and they said they were the wrong department. This was after 25 minutes. Back in hold; same queue. I am tempted to call American Ex

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.

I had to get the affordable care act insurance so I chose Baylor Scott & White, biggest mistake ever! You can’t pay for your premiums online because the system never works. So in September I got laid off and was struggling to pay my premium. Baylor sent several letters to me regarding my premium balance but never explained if unpaid your insurance will be cancelled by 11/1. I called to speak to the billing department to give them my bank account number and that is when I was told my insurance had been cancelled. I have type 1 diabetes and take insulin everyday, now I don’t know how I am going to get my insulin.

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.

We have had a pretty good experience with Baylor Scott & White using an ACA plan. We've been able to keep our doctor for 10 years or more and we have had no problems with billing or seeing specialists when necessary. The online portal is good and responsive. I guess the only complaint that I might have is the deductibles are quite high (the only reason I deducted a star). But everything else is fine and I knew about the deductibles going in. I also should add that I am in the Dallas/Allen area and the doctors and specialists are fairly plentiful here.