My experience currently & 5 years ago have been great so far. They are helpful & professional when I've spoken with them. They send me informative mail & website is fairly easy to navigate.
I knew my PCP wasn't going to accept my insurance plan because I called my Drs office directly. I had checked the various plans knowing I had a limited time frame to change what I was to be assigned. Also I checked out local PCPs in my area & called a few directly to find out which plans they accepted. Luckily they had my file from 5years ago & kept me on this insurance plan that was beneficial in my healing without too much added stress. They assigned me a doctor but I wanted another I had seen once before & was closer to me; customer service immediately changed it for me to be effective that day. I was able to make my appointment with that Doctor within days. And they have been great so far. Also, if I had an emergency & couldn't get in with my new PCP; I could go to urgent care but haven't needed to yet.
Yes there may be glitches but nothing is perfect. I know to be proactive in my care/well being & to ask questions (and at times re-wording those questions or ask another person). Thank you again for 5 years ago.