Lucent Health

They had been with me throughout my cancer treatment. Narus Health’s kind staff, nurses, nutritionists, and behavioral health counselors, walked me through every stage. They assisted me in understanding my treatment and helped me manage my symptoms patiently. I felt sincerely supported and thankful that I am now cancer-free because of their service.

Their utilization management team is excellent. They constantly ensure that I receive the appropriate treatment without incurring needless costs. Once, they discovered an error in my claim, they swiftly resolved it. Their attention to detail and customer focus is exceptional. I feel well-cared for and respected.

I was hung up on by phone rep after waiting for 30 minutes on hold, before I could even explain the billing issue I was calling about. I was immediately sent to the survey. When I called back and waited again to speak to someone, I was told they have no way to make a complaint about it. Who holds this company accountable when they screw up? We pay thousands of for this health insurance, and are frequently having billing issues with this company. Their role in our insurance is confusing, you can’t get a hold of them, and they can’t help answer any of your questions. This company embodies everything that is wrong with the United States healthcare system, and we can’t wait until their contract expires with our work so we can change plans and companies.

Possibly the worst insurance company imaginable. I have been trying to get them to pay a bill they should be covering for 3 months with no luck. They never issued a physical card, just a crummy digital card that had no billing address of phone number on it. Tried to take care of it myself but you can't find a number for their customer service online. Still trying to get help from my company to talk to someone to help me. Now today, they have just sent me another letter denying a second bill literally seven months after my visit. Non existent customer service and they are essentially stealing premiums and providing literally no coverage, even for preventative visits. If you have an option for your medical plan such as using a spouse's insurance, please save yourself the headache and do so. If you have to use them, make sure you have your benefits department on speed dial.

This insurance company is awful. They take 90 Days to pay claims, the customer service is awful, you can’t get through when you call, so they always have to leave a callback for them to call you. They give you different info each time you call and supervisors NEVER call you back. I wouldn’t recommend them to my worse enemy.

Terrible coverage and terrible customer service if you can get someone on the phone you can even understand. One family member had to cancel a colonoscopy after being told a colon screening is free but if a polyp is seen and removed it could cost up to $6,000. Every human being walking the planet has polyps. Another family member had a blood clot in ephemeral artery and they would not cover the medication which ended up being 1700 a month for 3 months. Welfare recipients get three times better coverage than this company offers. If it is an employer plan I would file a grievance letting them know that the coverage is garbage and employees would be better off with no corporate plan being able to choose through the marketplace

If I could post negative stars I would. My employer offered this insurance so I bought it, they have no provider list, you have to input on their website a list of physicians so they can contact and try to talk your doctor's into accepting their insurance. I've put every doctor in my area, I've called doctors offices and not one, will take this insurance. I would be better off wadong up $400 dollars a month and throwing it in the garbage. This is not an insurance, it's a scam that takes your money. I'm a former cancer patient and still have to get yearly PET scans. I asked LUCENT about my oncologist and radiation doctors and the rep told me to list them one by one with their contact information & NPI to see if they can get approval. I asked LUCENT for a "provider" list and there is NOT one. DO NOT BUY THIS SCAM INSURANCE. I cannot stress that enough.

Can't get my insurance to show i am active called 3 times and have been told I'm all set but I continue to get medical bills stating I'm not a member. I have spent 4+ hours on the phone and still no resolve so frustrated with them.

Lies - They will tell your HR team that employees can keep their doctors and medications. Most of our providers will not bill their insurance. Other providers in our area will not bill either.

Lucent Health is the worst insurance company I have ever dealt with. The cards are so confusing the providers offices can't even figure out who to bill. Not to mention you call to get a question answered and you get the run around with no answers. I sat on hold for 10 minutes being the 2nd in line and they made me enter a number for callback. Then two hours later they called me back. Such service! It is a nightmare on a personal level, not to mention the employees I try to help with the insurance at work are having the same issues and it is frustrating to have to explain the same thing over and over again. Lucky for me I know the answers because I have already been through it on my own.