Lucent Health

Would leave zero stars if possible. Gave birth in May 2024. Learned in December 2024 that service was not fully covered because hospital doesn't contract with Lucent (despite EOBs saying otherwise). After multiple conversations with customer service at Lucent, I filed an appeal. Terms said that I'd hear back via writing within 60 days. It's now been 120 days since appeal (15 months since visit) and I've not heard anything. When I call customer service, I'm told "they need more time." Bill has now been sent to a collection agency while I wait with no information from Lucent about a potential timeline.

This healthcare provider has consistently exceeded my expectations. The staff's commitment to high-quality care is evident in every interaction. They take the time to listen and understand my needs, creating a supportive and positive environment. Their expertise and dedication have significantly contributed to my well-being, making me feel secure in their care.

Worst Insurance Company EVER! Our company has Cigna and Lucent Health is a 3rd party and then we have to contact Narus Health to find out answers to any questions but the people who answer the phone are not qualified to answer the questions. They just take your name and say someone will get back to you within 48 hours. C0-Associates have complained that nobody gets back to you. I do NOT recommend this company, any of the 3, as your Health Insurance Carrier. I really hope our company realizes the mistake they made when getting this insurance as our carriers and gets someone new for the upcoming year. It is so frustrating to be waiting on a medication to help you but you must wait for people to call you back. And why are there so many companies involved in this? Cigna, Lucent, Narus???? Horrible customer service from all 3!

I am a Type 1 Diabetic and have had this insurance since January 1, 2025 through JISD employer. It has been terrible. I cant get in to see a pcp or my specialist. Lucent says they provide a list of providers via email, but I have yet to receive an email. Save your money and just pay out of pocket. They have taken $600 from me so far and I have yet to receive any medical care.

I couldn't have hoped for better transplant care than what I got from Lucent Health. The care coordinator was always available to answer my queries and the support they offer is commendable. Their competence and compassion made a terrible situation much more manageable.

I can almost guarantee the 5 star reviews on here are from employees trying to hide the 1 star reviews. This company is terrible. We have had nothing but issues. When you go to the dr and hand them your insurance card and they look at you funny, you know there's going to be problems. We were told there was no out of network and we would have no issues using their insurance, but there may be instances the dr office may need to call the number on the card. My health network near me WILL NOT accept it. The office said it was due to their policies but the nurse told us that their company was nothing but trouble. They take forever to pay and want to try and negotiate as close to $0 as possible. Our company has over 300 employees and we learned our lesson. We're already switching again. If your company is considering Lucent or Narus, RUN!

They don't want to pay the bills. I had 2 bills that took over a year to get anywhere and Lucent had sent both to HST and they closed the claim and I had to have one reopened and it got sent to collections. Now I have a third bill that same thing happened Lucent sent it to HST in a few months they closed it and I had to get it reopened then they said they reached a settlement and sent it back to Lucent to get it paid now that one is about to go to collections and now for about 2 months I have told them that the bill was about to go to collections and all they tell me is that they need more time. I am the one that is being penalized for the bill not being paid and it going to collections and it's not my fault. I am tried of my bills not getting paid and me getting the bills and phone calls about it going to collections. That hurts me and they don't care. One time last year one of Lucent employees told me that if I didn't want these problems with my local hospitals to drive an hour or more to other hospitals boy that ticked me off. Tony tried calling that employee and that's been over a year and she to this day has not call him back. Also itend of 2023 we was told that there wouldn't be any changes in the insurance so I had to go to the ER in January of 2024 with also knowing what we we're told that the ER was you paid 20% will I paid that the day of that visit on Lucent did change the amount for ER visits for 2024 and tells me that I owe $700.00 dollars not a percentage like 2023. Now for 2025 they want you to pay 700 for your first ER visit then a 1,000 for anymore ER visits after the first one. That's crazy. We live in Georgia and the state insurance office in Atlanta has told us that Lucent is not a insurance company. Dang. They don't care about you at all.

One of their staff is so amazing! She assisted me in receiving a letter from my auto insurance company. The last time I requested this letter took me about four phone calls until it was correct. They were helpful each time I phoned, but she did it straight away fast!

If I could give this company a negative 5 rating , I would. I had this plan through my employer for about 2 years. They refuse to process claims when going to a in network PCP, only to end up with a large bill. This company is a scam! The entire 2 years, money has been deducted from my paycheck and they have not processed 1 single claim!!!

Horrible insurance company!!! They are a nightmare to deal with. I would most definitely not recommend this insurance company. Thankfully, we now have a new different health insurance company but we are still dealing with the issues & errors almost a year later while we are finishing up in a 'run out policy' with Lucent Health. I've been asking Lucent Health to please help and take a look at our account since early February 2025. They are notorious for not responding. I had to get an advocate with a outside company (NFP) to help us sort out a giant mess that we have with Lucent Health. They are perplexed at the amount of errors and lack of transparency from this company. I have now resported them to the BBB hoping to get a resolution.