I have been trying for several months to sign up for a HMSA dental plan online. The web page states something about "... opening a new page." and does not proceed. Nor does it allow you to go back and try again. You get into a doom loop. They are aware of the issue because when you call their customer service, they immediately tell you to print the application form and fax it in. Paper, mail, and fax? Aren't we in the 21st century? And worst of all, they're apathetic to your concern and the issue. What is the point of an online signup system that does not work? I assume this is the kind of service they likely provide in other areas of their business too. Pretty disappointing. read more

After waiting 20 min had the misfortune of speaking to Von/Vaughn? .... Rude, abrupt, Did not answer my question or listen to my request. Transferred me to the wrong department ( where for the record there was no answer anyway!!) Had to hang up, call back, wait another 20 min so I could be helped by Rosanna. Thankfully she did everything I asked which I didn't need to be transferred if Von wasn't lazy and unhelpful. What makes me mad is I pay these guys over $400 a month ( that's just my portion my company covers the other 1/2) and rarely call for any type of help. I might call once a year, if even that, so to get a customer service rep as terrible as Von is just unacceptable!! I wasted my entire lunch hour thanks to her since HMSA call center has bankers hours. Their customer service reps should be reminded not all of us are working from home, we are using our lunch hours and break times in order to speak to someone Monday - Friday 8am to 4pm. 20 min to get to Von, deal with her attitude and transferred to to the wrong place with no answer, another 20 to get to rosanna ( who thankfully knows her job) 15 min for rosanna to complete the request ..... I wonder if Kaiser can do better?? read more

HMSA Center - Honolulu - Health Insurance Offices Near Me - Honolulu, Hawaii

Every time I call I am put on hold. I have waited for an hour and 15 minutes. On the rare occasion someone answers they tell me they can't help because they're not trained supposedly because I'm HMO? So they connect me to another number and I am put on hold again with no response and no call back. I've been trying for a month to get some help. One of the ladies told me they were under staffed. Well then I should get a discount for no service? It's not like these guys are doing me a favor. Our health insurance is not free nor cheap. I have spent so much of my time on hold. As a client my time is just as valuable as yours. It's obnoxious in these days that as a paying client we are treated as if these companies are doing us a favor when we are the ones paying for services. read more

Terrible website, not user friendly. All I want to do is update my credit card information. There is no way to do this. You'd think they'd have a Make a Payment button on the homepage. Nope. Go to your profile and update? Nope. Ridiculously hard to navigate. Meanwhile waiting on the phone for over 50 min so far, and that is AFTER I scheduled a callback due to high volume. What the fuck is happening, HMSA? Why make it so difficult?? I just want to pay my bill. Zero stars. I'm not alone, look at all the other complaints from over a year ago. And still no improvements to their system. DO BETTER. read more

The worst customer service ever. It's too bad that we don't have very many options available for medical and employers first choice is always HMSA. And if you ever have dual coverage they'll be the first to decline coverage and tell you to have the other insurance pay. read more

They people used my voided check and made a payment from my bank to pay for someone's else's insurance, called was on phone for 4 hours got no where, they said it's a waste of time to go into the office to figure this out give them 24 hours and they will call back, 24 hours later nothing, we go down the next day they figured it out right then and there and then say oh we can use your money that we paid someone's else account with and put it towards next months bill. Like what the...... if I wanted to do that I would have done that, I want the money back oh okay we will mail you a check should be there next week. I'm like no I need that money now to pay other bills I have coming up oh ok well have the check here to pick up in 24 to 48 hours so 24 hours later nothing: we have always had nothing to issues with this company HIGHLY recommend you don't spend money with them , they for the money not the people that's a fact. Miss one payment few minutes late they will cut you off right then and there. I would have left no stars if I could . read more

When I worked for companies and for the government when I was younger, I always tried to select HMSA as my insurance provider simply because it was what my parents had. In the last decade or so, I have been an independent contractor so I have had HMSA's individual basic plan. Fortunately, I have not had to use it but have always paid my monthly insurance on time which is currently about $130 per month. About a month ago, I slipped by the pool and had to go to the emergency room. My visit was over $6500 but because of my HMSA coverage, I only had to pay $108 out of pocket. I guess if you add up all the premiums I paid over the last decade I'm still behind but it's nice to know but when I need it HMSA will pay the claim without any trouble. Thanks HMSA! 50th review for 2015! read more

HMSA Center - Honolulu - Over $6500 emergency room visit bill where I had to pay only $108 - Health Insurance Offices Near Me - Honolulu, Hawaii

Trying to get to a billing service Rep on the phone and have been on hold for 1:50 hrs. I tried leaving my phone number for a callback twice when on queue but when I get the callback, a recording says there was difficulty and the call automatically hang up. This system sucks. Am frustrated and irritated. read more

Called in one day for some changes I needed for my health insurance. I don't usually have a pleasant experience when dealing w/customer service for healthcare usually but to my surprise I had the best service and it's all thanks to Anna Silva. Need more workers like her! She defines true customer service. I wish every customer to have an awesome experience like I did w/Anna. read more

HMSA isn't for the wellbeing of the people nor do their actions align with its vision/mission. We left HMSA December 31, 2022 and changed to Kaiser. Since the change we've been left with unpaid claims for services that took place through December 2022. I made multiple calls and still as of August 2023, the claims "Supervisor" has not even opened our file to review and reconcile matters. If you have a choice, don't choose HMSA. Their actions or in this case (lack of) screams fraud, retaliation, and negligence. read more

For the website, why do I have to go through the one time password texting thing every time need to just pay the bill? I'm using the same browser.. you don't have an app to use so we're stuck with this. Why make it so difficult to take our money? *sigh* read more

I had the worst experience trying to buy an individual plan through HMSA. I called two representatives and they have the worst tone and very rude when setting up a plan. I almost wanted to find a new health plan just by their conversation with me. I think they need to revamp their customer service because if you are not employed or getting benefits from elsewhere I don't know how they manage to get people to sign up for them. read more

I had a bunch of questions concerning payment for my upcoming eye surgery. Amy at HMSA was very helpful and got the answers to my questions. She also contacted my doctor's office while I was there with her and spoke to someone regarding my concerns. I was also greeted warmly by the receptionist at HMSA and was treated very nicely. May read more

Unless you have time to wait - Do not call customer service for any help. You will be on hold for 1+ hours. I've called customer service 4x this past week and was on hold 1-2 hours each time. I just needed a simple coverage letter. I don't understand why this can't be automated online. Either get more people to answer the phone or make it available to customers online. Besides the long wait time, the agents don't even apologize for waiting or thank you for being a customer. Customer service is 1/10. Terrible! read more

Adding to this review, I used to work at the claim examinee department and the workers are very unprofessional. Without listing names, I remember one worker who was just giving all of her work to someone while she doing nothing but just calling/texting her family member. Maybe that's why your claims are going to take long. This department just needs to change everything. From managements to workers! read more

My son has many health challenges. He had United health quest but I switched to HMSA since he also has HMSA ppo. I thought it will be easier if it is same company but from day 1 I had to face many difficulties. 1, representatives are very unprofessional. Mr Nolan Nakata was my son's case manager. I was yelled ( I asked many times to lower his loud voice but he said it is because his ear buds and insulted me and finally he hanged up on me. So I spoke to a supervisor Ms Kristin Kaipo and she did same. Actually worse. She was acting as she is paying my son's medications. Unbelievable attitude towards clients. Don't have any aloha or kindness to the people who have a challenging situation. 2, I don't know how this can be but things United health covered, HMSA doesn't. I asked why; their answer is just one word "it is not our formula."My son's PCP Dr and specialists all prescribed the FDA proved medication but they don't pay for it. They don't pay for traveling to Oahu for a necessary procedure either. I am very very disappointed and sad for my son. read more

I'm literally writing this as I wait on hold for 55 minutes. Wish me luck read more

Ordered 8 COVID test kits under the federal emergency proclamation which ended on May 11, 2023. 2 of 8 kits were received damaged as the vial containing the test solution was not sealed. Called HMSA and the agent told me that there is nothing that they can do to replace the test kits as they were free and the emergency proclamation has ended. Regardless of cost, I did not receive 8 functional test kits under the federal emergency mandate. Customer service has deteriorated at HMSA and after 40+ years of being an HMSA member, I will strongly consider switching from HMSA to another health insurance provider during the next open season. read more

I should have chosen Kaiser. I can't get a single person at HMSA help us with our web login problems. As an employer, I need to be able to add new staff to our medical group as needed. It has now been 2 months, and they still are giving me the run around. read more

I have been trying for a few days to get in contact with a representative and each time it has long wait times. Today I called and there was a 38 minute wait time and offered the option of holding my place in line and calling back. I got a call back and was put on hold again for 25 minutes and then it stated in a message that they were having technical difficulties and to call again at a later time. A few days ago I went for an hour on the phone just waiting and listening to their horrible prerecorded messages and music to give up when it hit their close time. WTF how can your customer service line be that shit. I held my place in line to wait 25 minutes to not speak to a representative. I have a procedure coming up and my doctor wanted me to talk to my insurance to make sure I am covered. This is such horrible service. I will update once I get in contact with a representative about my experience. read more

My visits here are always quick and easy. Granted I only come here to pay my bill but all the cashiers and greeters are always friendly and attentive. read more

I was concerned that my normal monthly bill was not available several days after the usual day so I thought I would call and ask. I called at 9:20 am Hawaii time on a Thursday. I got recorded question after question - if you are calling about this then select that. I can understand the need to do that a little bit but this was to a ridiculous level. How finely do they need to categorize the call before they just answer it? The worst part was that after I pressed all the buttons, the call was auto-transferred and the menu started over again. This is not good customer service. I wish health insurance was more like auto insurance where the market was direct to consumer without employers and government blocking. The current system doesn't give me much latitude to price shop and to compare service. If the heath insurance market were more competitive companies that provided bad service would quickly lose their number 1 position. read more

*To anyone shopping for health insurance: I beg you, please stay away from HMSA if you're considering it as your insurance provider. Feel free to send me a private message if you'd like to hear more about my experience. Although it is the biggest network of doctors, the facilities are subpar and the communication between HMSA and these facilities are very fragmented* Since my last review, my experience with HMSA actually worsened -- I didn't think it could possibly get any worse. Long story short, I changed my plan to Kaiser Permanente effective 2/1/18. On my last bill (for 1/1/18), which was on AutoPay, my premium went up from $213 to $499. There was ZERO notification (call, email, or mail) of this change and ZERO explanation on the billing changes. HMSA pulled a fast one on me, whether it was intentional or not. I'm seriously wondering how it's possible for an insurance company to be this terrible -- it's really bewildering. If you're reading this while contemplating with insurance provider to go with, I BEG you to elect another provider. Even if it costs a little more, you'll be glad you did. read more

I'm relatively young-ish and healthy, I have pretty good coverage with HMSA thru my employer. I haven't had to deal with HMSA. This is my first time needing to call the offices. I currently am trying to get a breast pump thru HMSA and it has been pretty difficult. The run around of calls I've had to make over the past few weeks has been ridiculous. Trying to get the right person in the phone has been frustrating. I've repeated my "story" multiple times. I just missed a call from someone who for the third time "needs more information" and when I call back ten minutes later she's gone for the day. Now I have to wait to talk to the "right" person til Monday. I'm told NO ONE in the office can help me. Absolutely frustrating. I'm supposed to deliver in s few weeks. Hopefully HMSA can get it together before I deliver. read more

HMSA COSTUMER SERVICE AND REPS ARE THE WORST. Can't even get a hold of anyone without waiting hours on the phone just to ask a question about a claim. And field reps don't even responds to email and voicemails. read more

I have been trying to enroll in HMSA dental plan since November when I enrolled in th Advantage plan. I spoke to 3 different sales person and still I am not enrolled. now they say I cannot enroll ever the phone.mailed me a form, mailed it back. Called back 2 weeks later, they haven't received my application. its like working with F TROOP!!! THATS SO SAD IF THATS THEIR SALES DEPARTMENT. Hopefully the plan runs better than that. read more

This review is specifically for Brea and the HMSA social media staff. I really appreciate you reaching out to your management team and making my issue a priority. Everything has been taken care of, if it wasn't for you guys I'm not sure if I would ever have it resolved. Big Mahalo!!!! read more

HMSA Center - Honolulu - Health Insurance Offices Near Me - Honolulu, Hawaii

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TERRIBLE COMMUNICATION!! I have been trying to get ahold of someone, ANYONE from HMSA for the past few weeks!! I stay on hold for over 30mins and no answers, not even a voicemail! For a local company here in Hawaii this is TERRIBLE!! They give an option to contact by Facebook as well, well I tried that, typed out a long detailed message and went to submit and it went to an error screen! Tried calling the contact number on that page and it's a personal number that went to a random lady's voicemail. I'll be going down to the office in town to share this HORRIBLE Experience!! read more

This review is for Levin at HMSA integration. I've been given the run around from med quest and CVS on my daughters insurance. I just want to make it known that not all reps are the same , you can tell when someone actually wants to help. She made sure to look into med quest and see what was going on after I was being transferred from one caller to another, waiting almost 2 hours with med quest. Customer service 10/10! It's the small things that make a big difference in someone else's day or view on a certain company or whatever it may be. The effort she put in to try the speed up the process even though it might not go through it's the effort and the sound of concern that matters. Thanks Levin like I said your awesome!! Update ! She called me back and got my babies meds today instead of waiting till tomorrow! Thank you ! read more

of course they are a insurance company so they won't be having any fan clubs but they are indeed something special try to interact with them as little as possible over the years, and i'm sure this is what they prefer, by design anyway, had to call in because their web site is really outdated so they have a web support line, and after explaining my problems with the web site, transferred me to customer service without answering anything so I guess that means that they know the site is junk and no sense delving into the issues and then the cust svc rep was pretty unprofessional and unapologetic no wonder so many switch to humana and other providers during open enrollment i will be considering that this time around as well read more

I waited 20-30 min on the phone and then they hung up.. called again and waited 20 min... administration seems very slow operating

HMSA - Hawaii Medical Service Association- The actual Admin building. Short Version: Once they get your money - then the customer service is horrible! Long Version: As a grant writer- I understand more than the surface level of costs. There is Program, Capital and Administration. In this case; program is things like seeing a doctor, capital is the buildings, and admin is the costs to run things like websites, HR, sales people and CEO pay. Side note- the Hawaii Dept of Education runs an Admin cost of 10% of the total budget- more than 7% more than any other states admin cost. Where does the money go- not to pay for programs to keiki. HMSA - could you please make sure that the percentage you use as Admin directly helps patients? That being said- customer service... you are lacking to say the least. Once you have us sign up- and yes, at signing up you are very efficient. I helped a new business set up the medical, and I was helped the quickest time possible, as it was a very small company It was not a fun process but the service to get a new policy started was super QUICK! After that- all goes down- hill with service. NO questions were answered in a timely manner. Not over the phone or in person. Completely disappointing. No complaints about the actual medical services- the hospital is just what is normally expected- it is the admin service that is lacking. Parking is in the backside of the building- so if you are familiar with the area by Walmart, parking is very easy. read more

REVIEW UPDATE: HMSA left a message below here saying they were sorry and they wanted to talk to see how to make thing better. It's been almost a week and I haven't heard from them yet, even though I sent them my info right after they responded. I guess they said that just to look good on here? I don't know. Shame. read more

For the most part, HMSA ,met the expectations and standards stated. I never experienced any "surprise" charges or anything financially horrifying. There was nothing that I could recall that was exceptionally unpleasant. This was until I encountered the hell-hole that is the billing department. The problem all began when I decided to cancel and switch insurance providers. I called HMSA and made sure I followed the protocol. I sent in a written letter three-weeks before cancellation, cancelled online auto-pay, deleted all of my credit card information. I did everything possible to ensure a smooth transition. This is where the nightmare begins. Three weeks later, I receive an email stating that HMSA has received my "payment" for the following month. It is unexplainable how I was automatically charged even though took precautions to avoid this very thing. Over the next two weeks, I've had to go through five separate calls, transferred to numerous couple senior representatives, and on almost every occasion I've experienced more than 30 min wait times both calling in and getting transferred. I was told by Michael, a senior representative, that I was wrongfully charged and he would give me a call back once he found out why I was charged. This call never came. So about a week later, this morning, I called HMSA billing department. I was put on hold for 45 minutes. Once I was received by a representative, I repeated my problem for the umpteenth time. She was nice, as the usually always are, and she told me that Michael would call me back. About 30 minutes later, Michael called me back and told me, he never told me that I would be receiving a call-back. He made sure to emphasize that I was wrong rather than clarify when I would be receiving my refund, or why charges occurred in the first place. That pretty much sums up my experience with HMSA billing. Glad to say this will be the last time I ever have to deal with them again. read more

I wont say who I spoke with because im not that type of person, but I just got off the phone with the most condescending person ever. Instead of listening to me he just repeated himself over and over. Instead of quoting me prices over the phone I had to go online and look for myself. What if I were elderly or didn't have access to a computer, would I not be quoted prices? When I said I was going to look into coverage plans he suggested I look into subsidy plans. The reason I was calling is because I lost my job and medical coverage while caring for my late husband. I was looking for a good coverage plan, not an attitude. Do better HMSA, properly train your employees and actually listen to their calls and ask yourself if you'd want to be spoken to that way. I still plan on getting coverage, just not from him. Seriously HMSA. read more

"Oh wow, you so lucky you get health insurance. What?! Whoa and it's HMSA? You work union or what?" I remember hearing similar comments as a child from my parents' friends. Health insurance was one of the privileges of a regular job. Health insurance with HMSA meant your employer valued you as an employee. Things haven't changed much. Most organizations recognize HMSA and Kaiser as the quality medical insurance companies. Yes, their coverage costs more than the substantially smaller companies. Yes, their coverage is often unaffordable to the unemployed. But pharmaceutical and medical costs continue to soar and someone needs to pay the bills. And also pay the price to keep us living longer...with a better quality of life. Okay, their reserves are to the average Joe humongous. But how enormous are their reserves in the grand scheme of things? To be honest, it gives me a sense of security knowing their reserves Will cover me in the event of a major catastrophe. As an optimistic gal, I don't like to contemplate the impact of an statewide epidemic or disaster hitting home but if I think of the medical dollar signs associated with say a hurricane ... well... My medical insurance cannot go the way of PGMA. I am surprised to hear others have received poor service. Over the past decades I've received courteous service. I remember worrying when I was freshly divorced and had two children in college. How would I afford their medical insurance bill? Their customer service rep walked me through my options. Nicely. With empathy. I am very thankful that the organization I work for offers HMSA. This is a family tradition I want to keep! TIP: take advantage of their Doctors online and Health Advantage programs. DOL allows you to save money and consult a physician from the comfort and convenience of you own computer. HA keeps you on the path to a healthy lifestyle. read more

Awww Come on! really? no Reviews before me? Okay here goes... Health insurance with your choice of doctors (PPP) or a HMO plan with the most doctors in the state? This is the place to get your Health Insurance from, Granted I haven't found better but I have no problems either so this is where I'll get mine from. I even went to the hospital out of state and because they are a Blue Cross/Blue Shield plan no problem getting my claims taken care of they just did it with no issues at all. read more

This review is specifically regarding an experience with their membership service. I recently changed jobs and my HMSA medical coverage from my previous employer would end on Jan. 31 with my new HMSA coverage kicking in on Feb. 1. Knowing this, I made sure to fill as many prescriptions as I could before end of the month and scheduled doctors appointments for mid Feb. I would have thought that my insurance cards would come in the mail just prior to the beginning of the month. However, more than a week into Feb. I still have no membership cards. I called their membership number to see if I could get my membership/subscription numbers of the phone so I could have them ready in case my cards didn't arrive in time for my upcoming doctors appointment. I had to deal with the automated selection - you know, Press 1 for State or Federal Plan, Press 2 for HMO, etc. Then once I got to the final selection, I had to wait for 15 minutes before I got a live human being on the other end. All this being said, once I got to speak to the representative, he was very friendly and quickly gave me the information I needed. If the automated selection weren't so long and the wait was shorter, I would have rated this experience higher. read more

I gave birth to my son in September. As soon as I was released from the hospital I turned in all the necessary paperwork to my employer to add my son to my medical insurance. Fast forward to now. I am being hounded by Kapiolani Medical Center and my sons pediatricians office about his insurance information. So I called today to simply find out what is the status of adding my son on as a dependent. I spent a total of 45 minutes on the phone. Placed on hold for 20 minutes on end and had to call back 3 times. Got transferred 3 times and spoke to 4 representatives. I got so fed up I demanded to speak to a supervisor. The representative I spoke to had the audacity to be combative and instead of being referred to a supervisor I was once again placed on hold. No one ever picked up my call and my simple yet IMPORTANT question not answered. I am a working mother and don't have the time or patience to deal with such incompetence. read more

I wish I could give this 0 stars. HMSA is the absolute worst insurance for patients and providers. I can't begin to explain how many things they do wrong and mess up. They are completely immoral. Choose any other insurance if you can! read more