Arizona Health Care Cost Containment System (AHCCCS)

"Spoke to customer service lady and she is sooooooo rude, I literally hate this company and I hate that some people have to use to this for last resort and some I understand some people abuse the system but there’s also people who truly need help and also the questions can be so confusing and sometimes contradicting for a yes or no unless the question is explained in detail. So if you sound confused they’re just so rude. And it’s like why do the majority of staff who work here have to have such a rude condescending tone; look I came on to the phone call extremely polite with no defensive tone. I understand “technically” these people don’t say anything wrong but it’s HOW they deliver their customer service it’s awful. And that’s why everyone HATES Ahccss. Start addressing the tone on some of your rude staff."

"The one time I used the benefits, absolutely no complaints. Loved it, got me out of a bind. HOWEVER, it is absolutely impossible to notify them of a change of address and employment. I've spent months in phone tree hell. No way to actually speak to a representative, chat is absolutely unhelpful. Thankful I'm not sick or dying or something, because this would be impossible."

"I've been getting help with Nutrition Assistance and Medical Assistance for several years and it's been a nightmare to keep the benefits this entire time. These people are very unorganized and make it a nightmare for families that really need the benefits. It's gotten much worse this year. They do nothing but add to the stress with finances when they are supposed to be doing the opposite. There's been countless times that my benefits got canceled because of problems on their end. I finally had it and stopped bothering with NA after it got cancelled again (food bank is more reliable at this point). For MA, it was recently renewed, but they need a processing time of 20-90 days in order for me to get my insurance back. I've never heard of that until today. So if something happens during that time period, I'm screwed! Thanks AHCCCS..."

"As a former employee of DES/AHCCCS, I have been trying to call to cancel benefits due to moving out of state. I must say that the automated system is terrible. Option 1, to apply, report a change, check status of application etc. after inputting DOB, zip, phn# it states “I’m sorry we cannot Identify your information” or “I’m sorry, we cannot accept your call at this moment” which makes me fully see it from customers POV. This hinders Arizonans from applying for benefits or potentially closing them out if they cannot reach a BES or CSR which is a disservice to our people of AZ. I hope you all see this and can find a solution to help better serve the clients."

"Unrealistic expectations of time. Called in and at 4:06 the automated voice said my wait was less than 10 minutes. By 4:18 it said my wait time was less than 30 seconds. By 5pm I still hadn't spoken to a person. If the wait time is an hour and 15 minutes fine, just be honest about it!"