HealthSource RI

"I’m only giving 1 star because I had forgotten my password because it might have to do with my biometrics facial ID. I don’t know why neighborhood mailed me a delta dental card that I must give to my dentist along with my anchor card and neighborhood card. I went to the Health Source portal I had joined a few years ago as they were Medicaid but I’m not sure what happened. Yes, I forgot my password because I was using the facial ID. I assumed that there would be a “forgot password “ option. They had “forgot username “ and “forgot password.” I’m pretty savvy with this stuff but it kept asking for my favorite dogs name and my best friend. I called several times asking them to unlock my account because I tried several passwords, including the one in my password vault. It never helped me. They gave me a typed warning that I only get 3 tries before I get locked out. They would unlock it through a cold robotic call until I gave up. I only wanted to know why I got a Delta Dental “advantage “ plan and I still had HealthSource and Medicare. Medicaid pays for all my dental work so I don’t know if I’m going to be thrown off Medicaid for dental insurance and switched to Delta Dental. It’s confusing to me why I have a Medicaid anchor card , a. Neighborhood card and a Medicare card and now this Delta Dental card. The Delta Dental card was mailed to me with no explanation unless I just threw the envelope away. I recently went to the dentist with my cards and handed them to the desk clerk. To my surprise they wanted me to fill out a form that said that I would pay ( sort of like a promissory note) and that I was responsible for payment if they didn’t get paid and that’s all it said. I said no. I’ve been going to this dental clinic for over 10 years and I was never asked to provide such a form. While sitting in the dentist chair I asked if I had to pay for any of this and the tech meekly said “you shouldn’t “. Not very convincing. I refused to listen to elevator canned music for more than 15 minutes because I knew they had unlocked my account anyway. I didn’t need to tell a live person what I was looking for. Be prepared to wait a long wait time on the phone. Some complaints were about hours long wait time one more thing. Once you try your (no longer available) password they kept they only waited seconds before they lock you up again. They kept pointing me to their website and it didn’t even have an option on how to unlock it."

"The website is riddle with errors and issues making it impossible for even the tech savvy to operate. There’s no in person appointments left during open enrollment which would take 20 minutes instead of hours on the phone and computer. Why must everything Rhode Island does be so difficult."

"Employees need to actually want to help people. I've talked to multiple people and everyone tells me different and incorrect info and now i may not be able to get coverage for 2024. Someone named Janice was not very helpful or patient and disconnected the chat while i was obviously still typing and asking questions. Didnt even give me the chance to finish responding or ask if i was all set. Just disconnect on me because i guess she couldn't be bothered to do her job and help people that need help that have been waiting for hours to finally get in touch with health source. All for them to not even help me and disconnect. Choose your employees better. This is rediculous how hard it is to get this simple thing done. Been trying for WEEKS."

"I called for two hours no one answered Monday 1/23/24 no luck. Tues I called waited almost 4 hours no answer. I'm in a bad way needed care meds and I've been deactivated? I begged for help. They want you to use portal. I have no computer at home and I'm in need of help in making sure it's activated properly doesn't seem anyone is answer phones ever"

"Literally the worst customer service ever. I've had to call the 800# four times in the past three weeks to get my health insurance situated and it's still not correct. I started this whole debacle by trying to use the chat feature and they messed everything up. The shortest amount of time I've been on hold waiting for a live person was 30 minutes and I've currently been waiting 1.5 hours to get a live person. I paid my balance for my 2024 insurance on time in Dec only to find out when I went to an emergency dental appt on Jan 4th that I had no active insurance. Absolutely ridiculous! I still don't know if my insurance is active but can't get an actual human to talk to. Such a joke!!"