Mirna Caceres
Today I had a very disappointing experience at AdvantageCare Physicians. I scheduled a same-day appointment with my internal medicine doctor. When I logged into the app earlier that morning, I noticed that my insurance information had been removed, even though my Anthem plan has always been on file and is the one I consistently use—with no copay. I updated my insurance information by uploading both my Anthem plan and my newer Aetna plan. However, upon arrival, I was told—rather abruptly—that I had to use Aetna as my primary insurance and pay a $30 copay. I clearly explained that I wanted to use my Anthem insurance, which has always been accepted at this office and does not require a copay. Despite this, the staff insisted that Aetna was listed as my primary in their system and refused to process the visit using my Anthem coverage. There was no effort to resolve the issue, verify the correct primary insurance, or provide any alternative solution. The interaction felt dismissive and unhelpful. As a result, I was not seen and had to leave without care. This experience was frustrating and unprofessional. Patients should not be forced to use a specific insurance when they have valid coverage options, especially when the issue appears to stem from an internal system error. I hope AdvantageCare Physicians improves both their administrative processes and their patient service approach.