5 Comments

1. What used to be a highly recommended insurance company has become a shadow of itself. They were never at the forefront of technology however they made up for it in customer service. Over the last few years they transitioned out the previous staff and have almost an entirely new staff. This staff is much less helpful. They were a part of the Change Healthcare hack and had difficulty processing any claims for nearly 3 months. Now they have recovered they have still lost many claims. When you call to get statuses of them they limit you to 3. This is very frustrating because providers are being restricted on issues Southland has had with their partners. Providers had no choice but to be patient while they recovered, Southland should go through extra effort to help accommodate providers who have been waiting on claims to process for 3 months

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2. The customer services employees can only tell you what they see on their computer and try very hard to smooth your concerns but this is absolutely ridiculous that it takes so long for your claim to be processed. (1) I mailed my claim the first time, after I didn’t received any correspondence, I called they stated that they didn’t received it.(2) Gave me the the fax number, I faxed and called
   some days later, stated didn’t see the fax. They told to give it another week. (3) I called they don’t see a claim and was given an email address to email-I emailed. Called again they don’t see the email.(4) I was given another email address to email and that she would respond when she receive it, the rep did let me know that she received it. This has been going on since 9/2022. I attempted to cancel this policy but can only cancel during open enrollment in November.

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3. Had sent a claim to them in June after my procedure and was told they had not received it that was on 6/14/2023.Had my dentist office to fax it on 7/14/2023.Called them Wednesday and the person on the phone say call them back on Monday 7/24/2023.I feel like Iam getting the run around.

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4. Have sent copies of hospital stay twice. Now getting ready to send it the third time , but sending it certified so someone has to sign. This Company likes the premium but doesn’t like to pay.
   If not paid within 7 days after they sign, next call Attorney General. State needs to cut ties with this bunch.

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5. The agent was very friendly, but this does not excuse the fact that I do not have access to my own dental claims on my own account. In order to see them, I have to MAIL in a special form. It’s my account. No explanation was offered for this other than that’s their policy.

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