Optima Health

Love being able to get my insurance card and find an urgent care easily. I have so much more at my fingertips with the latest version. Love it! Nice job Optima!

I was willing to overlook the fact that both my mother and father and my brother in law died at the Hampton Sentera CarePlex several years ago when I became stuck with the newly named Sentera Health Insurance through my employer. I urge anyone to run the other way and find a different carrier. I will certainly be urging others who are city employees and their family members to voice their complaints to City Council before the next open enrollment period and demand another option. I have spent over TWO HOURS on the phone today just trying to get a human on the phone who can tell me if a claim for my medication had been submitted and will it be approved. I was just passed around from department to department and put on hold until my phone died. I am not even able to use the stupid app they encourage you to use because it says they cannot validate my account. I’m pretty sure I know my SS number, address and date of birth. I can’t wait until the next open enrollment! I was finally able to get a person who could answer my question. It turns out my medication will not be covered because it’s a newer medication and Sentara has not added it to their list yet even though it’s been in pharmacies for over a month, and was released by the FDA 2 months ago. Yeah, save yourself the headache and just say no.

Unable to pay premium on the app, it just keeps saying “the service is currently unavailable. Please try again”. I tried doing it on the website and when I click Pay My Premium it does nothing. I tried emailing them and all they can say is use chrome and don’t block pops. I already tried that and it didn’t help. I sent them another email and they sent the same so called solution back even though I told them that didn’t help. Now we cannot change opt PCP in the app or online. It just shows all doctors you select as not accepting patients. My wife called to have her pcp changed. A day later I see she still hadn’t had her pcp changed but they changed my pcp to the one she wanted. Aaargg so frustrating. Fix the pay my premium and fix it so you can choose a pcp again.

I’ve been trying to use the telehealth feature throughout the day today, and was kicked off every single time. I started the consult with the bot questions and after trying to upload the required photo I was kicked back to the home page. I thought I did something wrong having never done it before, so I tried multiple different ways to upload the photo, tried multiple different WiFi connections, and no matter what I did I was kicked out of the consult. You’d think my questionnaire would have saved, but nope. Back to square one every time. Really disappointed with this app...

The app construct features are well meaning. However, the search engine for medical, pharmacy, doctors, etc. is buggy AND so far, the digital member ID print/view has never worked. This a real problem as we have yet to receive our physical member ID cards via the postal mail. I called Sentara member support about the virtual ID card issue in the app, and they had absolutely no idea about it not working. Please fix these issues. We looked forward to moving from Anthem over to Sentara, but so far the experience has been lacking.

My app and my account on their website has not worked pretty much all your long they’ve known about it well before March I have not gotten one answer to it’s going to get fixed or is it going to get fixed I just keep hearing that we’re going to address it we’re going to address it we’re going to address it and then I don’t hear anything for weeks there are certain things I can’t access because and yet I have not gotten any information about anything. Beyond frustrating it’s been since March and I don’t know if they’ve even started to do anything about it

Would like to have dental and eyes included in health plan coverage instead of separate. I’m still a Sentara employee but working flexi hours which means I work designated hours in a six week schedule but make myself available when there is a great need for staff however because I am flexi I don’t qualify for the group benefits. I feel this is not right. If I have to use the marketplace I should at least get a greater discount because I still am a Sentara employee.

Easy to use and wonderful ability to contact through a chat option. Can update all information right in the profile section of the app. I just love the end user ability to use the app to have a virtual visit and find providers of any kind for whatever medical services you seek!

This app is trash! I go to register and put in my ID and it says there is an error and to contact member services. I did it with and without the last 2 digits and with and without the * and it was all the same. Tried the other option of plan type and then it takes you to a screen for your name, last four of SSN, and DOB. I put that in and it says “please make sure you entered your info correctly. Need help? Contact member services.” And it doesn’t let you do anything else. I’m pretty sure I know my name, last 4, and my DOB. I should not have to call member services to register for an app.

I registered and I got in the day before yesterday. Now this morning and yesterday when I tried to sign in the circle just keeps turning. And throws me out of this stupid app. I keep closing it out and and then try signing in again. Whatever update you did, you need to go back to the drawing board because you have not and I repeat not fixed the problem. So I’m not going to keep wasting my time with this useless app taking up unneeded room on my phone. It’s not working so I’m deleting the app. 🤬🤬🤬🤬👎🏻. I didn’t even want to give it one star. It’s not even worth that.

It’s nice that Sentara finally created an app for their health plans. However, the app seems buggy and half of what I try to click on within the app comes up with an error message that it’s not available right now. Also, as someone with an older and smaller, iPhone, I can tell that many of the pages within the app are formatted for larger screens and it’s hard for me to see everything on the page.

For several months face, ID does not work and ever since you put in two factor authentication, you cannot maneuver between the entire menu without going through the whole process again.

Originally I left a 1 star review..the developer reach out and stated they updated the app.. evidently it fixed whatever bug was preventing me from registering. Great app once I got in. Original: Every time I try to register I get a “fail to serialize” error. Even tried reinstalling. App doesn’t work.

i’ve been trying to create my online account and every time I put my member ID in it deletes it when I go to select the plan type. I’ve tried deleting and reinstalling the app and it still doesn’t work. Neither does the website.

The app is pretty decent for the most part. My main problem is when I go to the find doctors section, the link that says “Find More Provider” for dental, vision, and chiropractic doesn’t work, but the other ones do.

It is literally the website, which is useless to pay a monthly premium, stuck inside of an app. As a software designer I’ve rarely seen a worse user experience and am flabbergasted that they allow this kind of incompetent work to go out the door. Don’t waste your time with the app folks.

Sentara Heath Plans has the worst and incompetent costumer service. It took them over 2 months to fix a premium and date mismatches. The app always reflects the wrong premium, sometimes you have to call them in order to pay with someone on the phone instead of paying it on the app. No one is helpful. Run!!

As an employee of this company I am embarrassed that our customers have to use this. Login has been impossible for over a month (dec 2023) and I cannot refill my prescriptions. FaceID is finally working but doesnt help if you cannot log in.

Latest update just loops with an update available message Completely deleted the app and redownloaded - same issue. Open the app, skip the “tour”, get prompted to update the app. Open the app store, no update just the open button because the app is up to date.

This new version looks much better and gives me access to more features than the old one. Very nice!

Since the shift from Optima Health to Sentara, the app has become practically unusable. I rarely had issues before, but now I can almost never access my ID card or search for a doctor without the app crashing, loading, running into error messages, etc.

Idk what’s worse the app or the website. The app recognizes my face and says its signing me in but then never loads, I tried logging in with my user info.. fail. Still not loading. The websites even worse, after I sign in, I see the find a doctor button and click and nothing loads.. useless

It’s very clunky and not user friendly. There is a 2 step verification process which is fine, but if you hit the back button it logs you all the way you - and then you’re locked out of the system for about 30 minutes. Super inconvenient.

Intuitive and easy to use. Prefer ID card functionality of prior app but other features on this updated app are cool.

I believe you have a bug in the “Find a Doctor” section. The section asks for all asterisked fields be completed; however, the “Select a Plan” drop down has no options within it. Therefore, the whole page refuses to process! Thus, no doctor’s search! Thank you for your time!

One moment is says account not found, and then 5 min later using the same Face ID login, it authenticates. There is clearly an error in their databases or authentication methods. Hilarious really considering the size of sentara. Can’t even make an app right

Way to go on the new Updates. The app looks amazing and now I can access all my information in my App!!

I tried multiple time to get the app to work but it dosnt. You cant even log in. You delete it reinstall try a different device wifi or cell nothing. For now i would just recommend using there website

The insurance coverage is horrible but the ability to log into the app is just as bad. I’ve been trying to log in for quite some time now and nothing but the spinning wheel of death or a straight up error. Do not recommend

Greatest service ever thank you

I’ve been trying to get into this app for 2 days now. It has a loading circle that never goes away. The app is fully updated and so is my device. How am I supposed to get anything done if I can’t even get the app to open

Most of these reviews state that the app does not load once you log in. Developers need to look into this because it has been like this since updating from Optima.

Please restore the facial recognition feature and eliminate the two factor authentication required to access to Express Scripts.

The app is super buggy and I am unable to do anything in the app. Want to find a doctor? It crashes. Want to update info? Crashes. Sadly the website is NO better. Fix your stuff Sentara this is ridiculous!

By far, this is the most frustrating app you could ever use. You’re all much better off using the website on a computer, or even your phone. Save yourselves the time and DO NOT use this app.

This app has always been horrid, since the name change it won't even open. Fixing the app and website would have been more helpful than just changing the name.

Fix. The. Freaking. App. I can’t search to select a new provider. And why can’t k see my dependents information on my profile. She’s 3. She shouldn’t have to have her own log in information.

Customer reps are nice when I’ve had to call multiple times almost every billing cycle with billing issues. I still can’t pay a single statement on the app, even after the most recent download today. You have to pay all or one. I still have a bill that I paid for 9 months ago that states it is unpaid. Again, I’ve called multiple times about this and it still says it’s unpaid. This app is such a joke!!!!!

I need to find a dentist, I clicked on the link button to find other providers such as dental, vision etc.. and it does nothing! Please fix, so frustrating!

After I enter in my log in information. The app stays on the screen with a dark gray spiral loading square. It never goes past this screen. I’ve deleted it and reinstalled it several times with no improvement.

Downloaded the app, go to make an account. Constantly get errors regardless of how I make it. Put the id number or looking up my info. Tells me to call member services 🙄 not worth it.

I have tried to log in for one week and all the app does is spin. I uninstalled and installed the app several times still no luck. Useless at this time to me and no number to call for a resolution.

When I tried to sign up for an account, I had to enter my birthdate. However in the “month” field, I was only allowed to select January-June. My birthdate is in November, making it impossible to sign up.

The app and the website are terrible. Crashing all the time, glitching, won’t let you log in. You think with all the money I pay them they could afford a competent tech team. I mean seriously, it’s 2020 get it together already!!!

I have no idea how the app works because I can’t get past the login screen. I use a password manager other than the apple one (because I have non Apple devices), and pasting doesn’t seem to be allowed in the login screen.

I continue to have issues with Optima. I don’t recommend using them as your insurance. EOBs, insurance cards, and more, they can’t even do those correctly.

The links to the doctors don’t even work. And when you call the number that that app gives you for a specialist it’s not even in the same department.

I have completed the questionnaire to the virtual visits 5 times and after uploading the required photo, it just goes back to the beginning without logging me into the system. This is crap!

The app since it changed from optima will open and you can log in but won’t load just spins

The newest update to the app is horrible. It is so SLOW when you click on anything. It will only allow you to see claims for the primary insurance holder, no one else on the policy.