Washington State Health Care Authority

"I was expecting bad service but instead was pleasantly surprised. I was on hold as expected but for only about 10 minutes. Also, the person who helped was able to answer my questions (I'd called 3 other numbers/offices for same info), provided information and services...just excellent! Thank you!"

"I've had horrible service from HCA. I'm a retiree who will be going on Medicare in January 2024. I completed the paperwork this past October for my new Supplement Insurance. I was told I had to wait until 2 months before the change. Because I'm part of PEBBs group plan, I had to complete the paperwork and submit it to HCA so they could process it as part of the group. But, it is now Dec. 18 and I found out it still had not been processed. I had called in mid-November and they told me it would be processed by the beginning of December and that I would see this on my PEBB account. Another HCA representative told me that they don't post this information on our accounts. And now, there are only 8 more working days left in the month. Today I was told by the representative, Sandy, that "I needed to learn to be patient" and that "they have lots of other clients who they have to cater to". I was also told that he could not be responsible for incorrect information given to me by the other representatives. I asked Sandy to transfer me to his manager. He said he would. After another few minutes on hold I was connected to an automated system asking for feedback about the service I received. After completing the survey I was disconnected. So frustrating. On another note, I've been paying my own premiums for the past 5 years and recently needed receipts from HCA to submit to my healthcare account. I could not locate the receipts online so I called. I was told that they don't post personal information in our accounts? WHAT? Everything we do now is online via secure accounts. When I asked if I could get a monthly copy of my receipt I was told I would need to call them every month and request it to have one mailed!!! Amazing. As members we actually pay the HCA fees for their services. They need to be investigated by the State for their poor service. Does anyone know which State officials or office should receive formal complaints?"

"The service at the Health Care Authority is GREATLY lacking. i have been trying to call them for two weeks and today was the first time in 5 or 6 attempts that i actually got in the que. But then was on hold for over a half hour until my phone died and i had to hang up. Service? Really? i give them ONE star only because it won't let me put in an ugly emoji"

"I've had no problems with you guys since I've started with you guys and all of a sudden. You guys just stop sending paperwork to let me know that I need to and when and where to send in proof of income. You can't just take that away and expect me to know When I need to do that for you guys I've called several times about this. And all they've done is told me to fax my stuff in and called to make sure that it got there. Meanwhile, you guys needed this information in June. And it is now October, November. And I'm just getting letter saying that I have no insurance. Never got one saying that I needed to send stuff in."

"Dealing with this business is like trying to merge onto the interstate while taking a nap. Enrolling for Continuation Coverage Insurance while simultaneously moving to another state/starting a new job is next to near impossible. It has been 20 days and counting since I sent in the form and the letter to enroll said program. Like many others who have written reviews, I am very dissatisfied with this organization's customer service. Having dealt with this organization a couple of times, I get somewhat concerned now because their representatives don't sound very confident in the information they provide in trying to address my questions and concerns."