SCAN Health Plan - Long Beach, California

Donna Hansen

Scan services have gone downhill. Horrible waits for inferior services. Miscommunication. They enroll me in the wrong plan (their mistake) then approved me to see a new primary I did. I liked her and she was to send in referrals. The next day the office calls and says they just found out they aren’t accepting my insurance as of the day before. Now scan wants me to wait until November 1st to see a new Dr because I already saw a new one in October! Again not my fault. This is elder abuse. We’ve been with scan since we were 65. I think it’s time to go elsewhere. Waiting 2 months to even see a dr is crazy and now that UCI has dropped them there’s going to be even fewer choices and more of us trying to get in to see the same doctors! They should be ashamed! I’ve always recommended Scan but not anymore. It’s sad that the seniors who can’t advocate for themselves have no voice in this. I’ve lost faith in our healthcare system. It seems we’re old. If we die waiting so what. One lesson person whose medical bills they have to pay. It’s disgusting

The masters of everything

DO NOT USE SCAN HEALTHCARE SERVICES. My father was in a horrible car accident and we have found out that scan should be called SCAM. They do nothing to help, will not let us talk to my father’s Doctor, they wont fill his prescriptions and my dad has been suffering in pain for 3 days. Every time i call i talk to a different call center person who apologizes and tells me they are so sorry and will send an escalated urgent message to his Dr on our behalf. Its a joke, no one has called us back and since you dont ever talk to the same person twice and his Doctors office is 2 months out for an appointment theres NO ONE to hold responsible. All they keep telling us is that they’re escalating this and sending a message, it’s literally a joke. Even the Dr. Dr Nubulsi promised us he would help us and once we left his office everything they promised us was BS and they started making us jump through hoops so they could deny the referrals he sent. Its a SCAM. Do not use this platform if you want decent care.

Paul Alesi

WORST MEDICARE ADVANTAGE INSURANCE EVER!! If I could rate SCAN with no stars, I would. SCAN will go to any extreme to avoid paying a claim and provide customers with the benefits that they are entitled to receiving.

This is especially the case with dental benefits that SCAN contracts through Delta Dental. Even when you file formal grievances with SCAN, they are quick to offer apologies but will not take responsibility for correcting the mistakes that they have caused. Their Grievance Dept drags out the performance of half-baked investigations of customer complaints and then sends you a form letter that summarizes that your complaint has been closed and no further action will be taken. The only explanation that they provide is couched in unsubstantiated excuses, false representations of the facts and invalid accusations related to your plan's policy. I have exhausted countless hours over the phone with various SCAN departments, in an attempt to correct the mistakes that they have made. Regrettably, it turned out to be a complete waste of my time that I will never get back in my life. Hence their Customer Experience service level is absolutely deplorable!

I am so looking forward to the next Medicare Advantage open enrollment period, so that I can get rid of SCAN and return to a real Medicare Advantage Plan. I regret transitioning to SCAN from Blue Shield this year, in an effort to reduce my healthcare expenses. I will gladly pay the costs with having Blue Shield as my Medicare Advantage provider once again. After dealing with SCAN, the added cost of the Blue Shield plan is totally worth it. I would have never had to go through all of the frustration, anxiety and mental anguish that I have encountered with SCAN -- not to mention the additional costs that I incurred related to claims that were not properly covered!

Christine Weidenheimer

Absolutely horrible communication and referral process. There's no way to find out if a referral to a specialist is being processed except by calling SCAN, and their telephone tree takes forever before a real person answers. The representatives don't have information about referrals, so they call the IPA, but I'm not allowed to call on my own, so we have a time-consuming 3-way conversation just to find out the status of a referral. Their OTC benefit has very low quality products, way over-priced, so even though the allowance looks good, it doesn't buy quality or quantity. I would never recommend this HMO to my friends or family.

Apparently I wasn't clear about my complaint about communication. My PCP sends a referral to my medical group. I hear nothing for 2 weeks, not even that the referral is in process. I call the medical group. They say to call SCAN. I call SCAN and wait through their horrible telephone tree. I finally get a person, who knows nothing about the referral (of course), so that person calls my medical group while I wait on hold. Eventually, I get put on a 3-way call that finally answers my question. Sometimes I have to start all over again with my PCP, and sometimes I have to contact the newly referred provider, because I have heard nothing in between, and there's no online system that can give me the status of the referral. It's so inefficient that it's medically dangerous.

T Pasio

I've had great experiences with Scan. I suffer from heart failure and need constant monitoring. They have covered me every step of the way with no hassles! I've had them for years now and have never looked back.

Mike Wood

I enrolled in the Scan Alta Plan on 5/1/24 and had my first visit with the assigned primary care physican, Dr. Dennis Mamaril, on 5/30. It was obvious that there was some form of organizational problem at the medical group (Arch Health), i.e. long lines, whispered conversations with staff, and a hurried visit with my doctor. I've since found out that the group's data systems were apparently "hacked".
The doctor wanted a follow-up visit in 3 weeks. I've been trying to call to arrange it without success. I've waited on "hold", just to leave a message as instructed by voice mail, several times for over 45 minutes. My messages have been useless.
Others medical providers in the area (Scripps for example) have been hacked and have been able to restore services in a reasonable amount of time.
I apparently made a mistake by switching to Scan and will be reconsidering my health plan provider when the next "open" enrollment period arrives.
MKW

John Macias

These people are con artists. We try to send a reconsideration documentation for late enrollment. We had my mothers hr letter saying she had private insurance during the time period. They keep sending the documents back saying such and such needed to be filled out, we sent it again and they denied it because it wasn’t sent within a certain timeframe. We ask for a second one, never came, but they keep charging a monthly fee for late enrollment. It will not stop until reconsideration is approved and scan does the approving. They are taking advantage of the elderly.

Rick T

My wife was told she needed physical therapy on her knee before they'd give her a cortisone shot (which always helped with her prior insurance). So went to therapy, for the 12 weeks they told her to do it. No notice that there was, or would be, a co-pay at any visit or in any correspondence throughout. Went through the entire therapy (which didn't work...as she told them it wouldn't) and then we get a bill for $480 ($40 each) a couple weeks after it's all finished. I go "what the heck!!!" She knew the therapy wouldn't help (her other knee was the same and was replaced)... she should have been told up front there was a co-pay...or if we'd gotten any correspondence or bill early on... she would not have done it. Will file a complaint but their website basically says "don't bother". We'll be changing insurance when the yearly rollover is allowed. NOT HAPPY !!! Perhaps they need another physical therapy department !!!