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  • TERRIBLE. UNRELIABLE. DANGEROUS. I have a very expensive National Open Access POS Plan with HPN through my spouse who is a high level executive at a large company (probably one of the largest clients of HPN.) At enrollment, we were told our plan was "the Rolls-Royce of insurances". It's anything but... I couldn't agree more with the other reviewers here: HPN is unreliable, they give false/incorrect information, they automatically reject every pre-authorization even if they are time sensitive, and it takes countless hours and tears to get issues quasi resolved. But what happened most recently is beyond any frustration: I had developed a dangerous medical condition as a result of compounded incompetencies of HPN. I am pregnant and it's a high risk pregnancy. Four weeks ago, my specialist prescribed an Rx that I was supposed to start taking immediately but required pre-authorization. The first two pre-authorization requests, HPN "lost". (They claimed they didn't have a record of them, even though we had the fax confirmations to show they went through.) So, we lost one week. It took them an additional week to approve the third attempt - except they pre-authorized the wrong medication! They authorized the one that was listed as "tried and failed" - except they denied it was marked as such until I literally walked them through and pointed out where on the form it was indicated. From that point, it took additional hours on hold and checking with supervisors to be told that the only thing we could do is to file an appeal that would take an additional 7 days (or 3 if expedited) to approve. In a few days, they approved the right medication but authorized the wrong amount! I was prescribed a month supply of 60 syringes and they authorized 10! The pharmacy (OptumRx) wasn't able to fill an incomplete request and we had to wait until HPN corrects (yet again!) their mistake and authorizes the right amount. By the time the issue was resolved and my medications were finally delivered last week, I had developed a dangerous condition this medication was supposed to prevent and ended up in the emergency room. The incompetencies of HPN put my and my baby's health/life at risk. Unfortunately, this is not the only horrible issue I experienced with HPN, only the most recent. For this reason, I would suggest you only consider HPN if you are in an excellent health and only need to see the doctor once a year for an annual physical
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