US Family Health Plan

I have nothing but wonderful things to say about the employees at US Family Health Plan. Every time I have called, I have spoken directly with a representative who is more than willing to bend over backwards to help. Ms. Andrea, Mae, and others, I am talking to you! Thank you for being so helpful.

I have been a patient with USFHP and PacMed for 6.5 years and have NEVER had a problem with the doctors or clinics. I've had the same doctor the whole time we've been going to our clinic and the staff has stayed the same as well.

I have been enrolled in USFHP for 25 years and have been very pleased with their helpfulness and quick responses to coverage/referral questions.

No issues! it's insurance!

We need more services in the Monroe, WA area some of us have to drive 50 to 60 miles just to get to a clinic. Monroe is a pretty big town and therefore a clinic here would be super helpful.

We've been mostly lucky with this insurance. It took a few months to get seen at first but once we had our doc, it's been amazing. Referrals have been easy to get. The issue comes in when getting them to pay. I have had to pay my $400 bill for my sons allergy shots. Both myself and the finance lady at the allergy clinic have been trying for 8 months to get USFHPNW to pay the bill so my son could continue to get his very necessary shots. I ended up just paying it because after 3 months of no shots and waiting for insurance to take care of it like I was told on the phone at least 10 times, my son's health was more important. Luckily we are moving away from here in June so won't have to deal with them not paying like they are supposed to. I'm still trying to get them to pay my ER and hospitalization bill for $12,000 from when we first got here in 2019 and it's now 2022. It was life or death with acute pancreatitis. It's been emotionally draining dealing with it.

Doctor's are always leaving. Then it takes up to a year to replace them. Increasingly doctors are no longer available in the South end of Puget sound and Renton clinic. Meaning you have to travel to Madison in downtown Seattle. A real pain in traffic and time to get there. Service has gone downhill since they aliened with Swedish Medical Center. I keep hearing excuses about how the two computer system haven't fully merged. It's been about a year now to get their act together. They have some wonderful doctors but we need more service South of Seattle. After all Seattle is not the center of the universe. Getting increasing frustrated with PacMed.

I have been with USFHP for 3 years. They are helpful but very inconsistent with information. You could call 2 days in a row about the same issue and get 2 inconsistent information and I often wonder why when it seems like it’s the same person that answers the phone. I love the service I get when I don’t have to call them with any issues. They could do better with providing accurate information.

An actual snip from a email from my family describing the problems of this program to its administrators, to which they cannot resolve the problem. Buyers remorse, I wish we never switched to USFHP.
“The problem here is that we switched health insurance plans to US Family Health Plan believing that the information provided to us through the website was correct -- as in, that there were many options in terms of providers available. We found out that this is not the case, both when we tried to find a pediatrician for our daughter, who is an infant who requires significant medical care and does not have the luxury of waiting months for an appointment, and now in my own case. Fortunately we were able to find a provider for my daughter after weeks of phone calls and denials, which I had to engage in while she was still in the NICU in preparation for her coming home. It seems to us that the Find the Provider tool provides false advertisement for the medical care that we can access through the US Family Plan network. It looks like a very small number of the providers listed as available are ACTUALLY taking new patients, and those who are, are scheduling new patients months, if not years from now.”
-Bottom line, false advertising

good luck getting a referral. went down a rabbit hole of phone calls with different people telling me they'll patch me through to the right guy. finally got to the referral guy who said he never received it in the first place. broken system that is completely unreliable. haven't been to the doctors in 3 years now because it's impossible to either get a referral or get through to my primary care provider. maybe I should move to the Philippines where a months rent can buy me a mansion. I could buy a doctor and skip the wait.

US Family Health use to be a great personable company to have - quick referrals, great customer service, and very helpful. I’m not sure what changed…referrals take an externally long time, and customer service acts as if they are annoyed with any question you have and just tell you to check their website that is NOT user friendly. There is no longer any desire to be helpful, you can get a different answer to the same questions every time you call and most questions are answered with “that’s not my job”. Bummer.

Leaving TRICARE and the Naval Hospital Bremerton was the worst decision I made cost wise. US Family Health added higher co-pays and a fee for mail in prescriptions after my first year with them. The final nail for me was the 80-20 copay for my CPAP. It adds up to too much, not worth it.

If I could give them zero stars I would. They are unwilling to work with members to get things resolved. they lie to you and tell you what you want to hear but do not follow through! Not worth the time and Frustration they will cause you.

When you call customer service be aware of a lady named Kris she had the worst customer service. Rude and very poorly trained cause she will say I don’t know to every question. She does this company a dis service if she can’t answer basic questions as a customer service agent I mean that’s her job. They’re are nice people that can answer your questions it’s just not her

They need to schedule their lunch breaks in shifts, so that they can keep the phones open. It's so aggravating because problems that need immediate resolution always seem to happen during their lunch break. The fact that they haven't figured out how to rotate shifts is asinine.