My Highmark App 12+

Flawed

The app and customer service is flawed. The written responses in the app are so poorly written that I hope it’s AI. Using the app for the support function is basically pointless and a major time waster. Customer service is lacking. I could hear kids in the background during the entire call, which made it hard to hear. Along with that, the call was of little help. I was able to figure out the information I needed on my own later on. The app is functional, but there is room for improvement.

Developer Response ,

We are truly sorry you are not having a positive experience using our app. Any additional information would be greatly appreciated. Please contact our customer service team at the number on the back of your ID card should you wish to provide additional details. Thank you.

Codes make no sense to actual humans

This app effectively shows me gibberish, with ‘explanations’ that simply repeat the gibberish. Worthless app; leaves my uninformed after wasting my time to sign up, get in, and peruse the available text.

This simply reflects related worthless paper invoices. Bad info is bad info - whether you make it available digitally or hard copy.

When billing a patient, the descriptions should be written in a way a non-medical human (e.g., the people you are demanding payment from) can recognize what medical service they need to pay for, so they can agree with confidence that they did receive that service and so are ok paying for it.

My invoices are effectively gibberish. And when a patient - me - is confronted with literally dozens of documents from multiple providers for one single health event and being asked to pay thousands of dollars cumulatively across them, it should be unacceptable to all billers that I can’t understand what I’m being asked to pay for.

I’d rate this a zero if I could. I came here hoping for help to understand the vast wad of medical invoices I have on my desk and it completely wasted my time. Plus I can’t pay here - would make much more sense to show an understandable invoice with a button giving me the immediate opportunity to pay it.

Developer Response ,

We are so sorry you have had such a difficult time and truly appreciate you writing us a review. We are actively working to improve the EOB and claims experience. I know how overwhelming this can be and we would love to assist. Please call the number on the back of your member ID card and one of our member service representatives will be able to look into this further for you.

Highmark App is TERRIBLE! Doesn’t even deserve 1 star!

This app is PATHETIC! It’s confusing, balky, and is NOT designed with the user in mind!

- It’s almost impossible to find what you’re looking for. They obviously intentionally hid the information you need in deceptively named sub-pages.

- It doesn’t respond to your touch - you almost have to pound on your phone just to get it to react! This is caused by “hotspots” in the app which are intentionally made too small.

- The terminology used is confusing insurance industry jargon & not in every-day English!

I’m a data analyst & know computers extremely well. To me, this app was purposely designed to confuse & mislead people who are simple folks just trying to get basic information or perform simple tasks. Plus the AI goes around in circles without giving appropriate answers to basic questions.

1. Highmark should copy Humana’s apps as they were obviously designed with the customer in mind and not the company!

2. It’s blatantly obvious that Highmark designed this app WITHOUT considering the end users!

Unless Highmark replaces this app AND starts to focus on their customers instead of their internal focus, I will be changing Medicare providers next year.