Lucent Health

I am extremely disappointed with this insurance company and the level of coverage and communication I have experienced. It feels like nearly everything is subject to a copay, and the “coverage” provided is minimal at best. I recently ran into a major issue with dental care where my benefits were capped, leaving me unable to complete necessary treatment that I had already started. This was not clearly communicated upfront and left me with unfinished care and additional out-of-pocket costs. Even more concerning, I am currently trying to get approval for an upcoming surgery, and it has been nothing but a runaround. My healthcare providers have attempted to reach the insurance company multiple times without receiving clear responses or timely authorization decisions. Meanwhile, I am being told conflicting information, including that my employer has not made payments, which I have not been informed about at all. This lack of communication, transparency, and coordination is unacceptable for a company handling people’s healthcare. At this point, I am worried I may lose access to medically necessary surgery because of administrative delays and poor customer service. Healthcare coverage should not feel this stressful or uncertain. I would strongly caution others considering this plan, especially if they require ongoing care or upcoming procedures.

Poor customer service for providers. If you call after 10am they will take your name and phone number to call you back. If you call the next day they will say that you're already on the list. I called and gave my information Wednesday and by Monday had not received a call back. If you call in the morning the same woman will answer and she has a very not nice to work with tone the entire time you talk to her. She will ask a question and as soon as she stops talking for you to respond she then talks over you. Also the Lucent health portal does not allow you to access the information needed to allow you to get the information that they state is "only available on the portal". When you ask to speak to a manager they give you the run around stating, they are not in. If you ask to be transferred to their voicemail they just leave you on hold for 30 minutes and then the phone cuts out. Very poor customer service at this company. Would give zero stars if that were an option.

Lucent Health and Narus Health have been invaluable to me and my company. Not only has Lucent saved us lots of money, but the Narus care management team also helped us understand our deductibles and co-pays and answer any complicated questions. Their data transparency is unlike any other healthcare company I’ve ever worked with.

Terrible insurance company. After getting much needed medical attention with theirs through employment, a year later labs and other expenses are being reported to my credit without ever notifying me because they kicked back the charges and don't want to pay. What do we even pay for the insurance for if it isn't going to cover anything?? These people don't care. They're there to work from 9-5 and collect a paycheck. Do not recommend. Pay out of pocket and work out monthly payments with your medical care provider, unless you like heaps of debt and a possible court battle.

Horrible to work with as a provider. Do not pick them as an insurance if you have an option.

I have had a great experience with Lucent for years. Great customer service, knowledgeable staff, very helpful in today’s difficult healthcare climate. They do everything they can to save you money and help push things along to help get your claims paid by your insurance carrier!

I have had Lucent as my insurance for a couple of years now and have had no issues that their customer service team can't solve. The balance bill system is difficult to understand at first, but after talking to people at Lucent, I have been able to get my claims taken care of. Their customer service team is very kind, too!

THE WORST PRIVATE INSURANCE EVER. THE PREMIUMS ARE EXPENSIVE, CHARGE FOR EVERYTHING & DO NOT PAY FOR CLAIMS. WE VISITED URGENT CARE ONLY TO BE TOLD THAT LUCENT HEALTH IS NOT IN NETWORK WITH KANSAS UNIVERSITY. LUCENT HEALTH NEVER ANSWERS THE PHONE. I will & would NOT RECOMMEND LUCENT HEALTH to no one. You been warned please seek other health insurance options.

I’ve had this insurance 4+ years. I’ve been to the doctor twice, once to urgent care and once to my primary care doctor and both times I got bills because they didn’t cover any portion of the visit. I read one review where they replied and said the employer is responsible for paying claims but what kind of nonsense is that. Neither of the offices I’ve been to had heard of the company before!! I’d rather just put the money I’m paying them into my HSA and pay my bills out of pocket which is what I’m doing anyway.