Confusing notifications, data, and customer service
The app has been updated so it’s better, but the communications are confusing. I placed 1 order using the screen that shows 3 prescriptions available for refill, and I get 3 text messages thanking me for my refill request, 3 texts saying it’s too early to refill, 2 saying the order (2 of 3 of the rxes I think? It’s hard to tell in the app) is on the way, then 2 more saying an rx is ready for refill but not which one. Then I log in and see the refill which was too soon to order being in the “ready to refill” screen again so I place another order for 4 rxs and this time I get 3 emails at the same time saying they received my refill request, then 5 emails within 3 minutes with some duplicate and some conflicting information - some of the medication I ordered is again too early to refill but it’s also on the way. Thankfully the emails contain the first three letters of the medication name unlike the texts. When I use the chat feature to talk to a pharmacist, they told me they are unable to look up my account and I need to make a phone call. Not calling. Similarly, when I messaged to follow up on a technical support problem (receiving USPS mail after opting in to electronic communications twice), the person said that I have reached the technical support helpdesk and that I need to make a phone call instead.
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Response from developer
Hello, thank you for taking the time to share your experience with us. We would like to look into this. If you could, please email us details to Sydney@anthem.com. Thank you. ~Sydney~
Could be great.. but
ve been dealing with issues with this app for a few months now, and it’s incredibly frustrating. It never syncs my Apple Health data, even though it shows as connected. I’ve followed the instructions over 20 times, yet my steps never register, so I can’t earn rewards. It’s also confusing that we have to use the Lark app—do they even sync up, or am I just doubling my work?
Every time I try to set up a new action plan, it says I haven’t finished the last one, which I have. On top of that, my steps are never accurate or consistent, and I’ve heard from others with the same issue. When I reach out for help, the chat is completely useless—it’s not a real person and just loops me back to the same page without resolving anything.
For the money I pay for health insurance, and as someone proactive about staying healthy, it shouldn’t be this difficult to earn the rewards they promote. In reality, I’m saving the insurance company thousands by staying healthy, yet they can’t provide a functional app or real support.
Every time I try to set up a new action plan, it says I haven’t finished the last one, which I have. On top of that, my steps are never accurate or consistent, and I’ve heard from others with the same issue. When I reach out for help, the chat is completely useless—it’s not a real person and just loops me back to the same page without resolving anything.
For the money I pay for health insurance, and as someone proactive about staying healthy, it shouldn’t be this difficult to earn the rewards they promote. In reality, I’m saving the insurance company thousands by staying healthy, yet they can’t provide a functional app or real support.
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Response from developer
Hello, thank you for taking the time to share your experience with us. We would like to look into this. If you could, please email us details to Sydney@anthem.com. Thank you. ~Sydney~
Needs serious work
I generally like the idea of an app that manages your whole insurance experience. There are elements of the app I like, but it’s extremely difficult to navigate. For example, the back button doesn’t just take you to the previous page, it takes you all the way back to the beginning. There is no way to access the rewards page except through your messages about them.
The pharmacy portion is almost impossible to navigate and complete simple tasks, such as paying a bill and refilling a prescription. Even the simple task of calling customer service is made more difficult because the phone number on the digital card sends you to a scam number and the button in the app doesn’t connect- you have to retype the whole number into the keypad because it doesn’t have a 1 in front of it. I used to be required to use the mail in pharmacy, but we are not required to anymore. I stuck with it for the convenience, but now I’m switching completely to a local pharmacy, because I’m so fed up with this app.
The pharmacy portion is almost impossible to navigate and complete simple tasks, such as paying a bill and refilling a prescription. Even the simple task of calling customer service is made more difficult because the phone number on the digital card sends you to a scam number and the button in the app doesn’t connect- you have to retype the whole number into the keypad because it doesn’t have a 1 in front of it. I used to be required to use the mail in pharmacy, but we are not required to anymore. I stuck with it for the convenience, but now I’m switching completely to a local pharmacy, because I’m so fed up with this app.
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Response from developer
Hello, thank you for sharing your experience with us. We can understand why that would be frustrating. If you could, please email us at Sydney@anthem.com with your username. We'll look into this further for you. Thank you. ~Sydney ~
Security Q&A … Still?
In this day and age of proven, robust, and convenient technology like Passkeys or authenticator apps from Microsoft, Google, Authy, 2FAS, iCloud Keychain, etc., and given the duty to protect medical records imposed by HIPAA, the current process of creating Q&A as part of registering and logging in needs to be reevaluated. More importantly, despite following the requirements – allowed symbols, (too short) character max, etc. – the Security Q&A process keeps rejecting my attempts to create them, as required: this design could be improved and it is not seamless nor convenient during the registration process. Additionally, there does not seem to be a process to update it, and because the Q&A is just as vulnerable – if not more so thanks to social media and ubiquity of information- and records-gathering electronically – as the chosen password.
If Target, CVS, and Google is able to implement and rely on it for logins, I think it would be a great idea if more medical and financial records apps, like Sydney Health, implemented Passkeys and (NOT SMS) 2FA / MFA.
If Target, CVS, and Google is able to implement and rely on it for logins, I think it would be a great idea if more medical and financial records apps, like Sydney Health, implemented Passkeys and (NOT SMS) 2FA / MFA.
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Response from developer
Hello, thank you for taking the time to share your feedback with us. We would like to look further into your concerns, please email your username and details to us at Sydney@anthem.com. Thank you! ~Sydney~
Notification won’t go away (fixed)
I’m someone who hates having notification bubbles on my apps but I need them so I know if I have any tasks. There’s a notification bubble that won’t go away despite there being no tasks to complete and I’ve tried tuning my phone off and on again and even uninstalling and reinstalling the app and as soon as I sign in the notification stays. Please fix Update They contacted me and asked for proof of the issue and never followed up. It’s been months. Still not fixed so I deleted the app
It took them a long time to fix it but they finally resolved it. Still not super happy with how long it took but I’m glad I can have the app downloaded again
It took them a long time to fix it but they finally resolved it. Still not super happy with how long it took but I’m glad I can have the app downloaded again
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Response from developer
Hello, thank you for taking the time to share your feedback with us. We would like to look further into your concerns, please email your username and details to us at Sydney@anthem.com. Thank you! ~Sydney~
THE ABSOLUTE WORST APP!!!
This app is the ABSOLUTE WORST!! Many of the 5 stars reviews here are fake, beware. I am a new member and cannot see my imported data after transferring it (visible on myFHR only), cannot chat with tech support, cannot contact doctors (and they won’t reach back when you leave messages), impossible to have a telehealth appointment. It’s been a nightmare and it’s scary to think I may not be able to get my prescription refilled and necessary care because my medical record is not updating on Sydney, and I can’t speak with anyone. All I leep on getting are error messages stating “Something went wrong”. There’s no way to o fix this, not even after uninstalling/reinstalling the app and restarting the phone. And no, this is NOT a phone problem because my spouse is also experiencing the same issue on a different phone. Thinking about possible legal actions and who to contact in California to have this properly investigated and the developers forced to fix this asap.
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Response from developer
Hello, thank you for taking the time to share your feedback with us. If you could please email us at Sydney@anthem.com with your username and a brief description. We would like to review this further. Thank you. ~ Sydney ~
Never rely on this App
This app is capricious and stupid me times doesn’t even want to show my ID card, making it impossible to rely on the digital card. Take a screenshot if you are fortunate enough to find it working. At least then you will have a record of your card at offices. The digital card doesn’t work for digital checkin at Quest anyway. The next problem is w remote doctor appointments. I’ve tried this 4 times now. 3/4 times the doctor and I couldn’t connect using the app after I waited for 30 minutes in the digital cue. Then I tried to get in the cue again, only to have it not work again. In short, when ill, this app let me down again and again. Our healthcare system is broken
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Response from developer
Hello, we sincerely apologize for the troubles you had with the app and would like to help. Please email your username to us at Sydney@anthem.com. Thank you. ~Sydney~
Organization fail
Good news is I think all the information and things you need are here. Bad news is that it’s presented in a very unorganized package. The majority of the UI real estate is plugging things you don’t care about, similar to marketing ads on a website. If they could get all that crap out of the way and present a user meaningful dashboard, we might have something. Now everything is hard to find.
#1 Top gripe is on Steps, which is something we get cash back for. The app shows you steps for the day but doesn’t present the month metric (which is the one that matters). If you are able to tap on the bar graph about as wide as your fingernail, you can sometimes get the total. Then you have to do that for auto and manual logs, then do the math in your head.
It’s like it was designed to conceal the number that they pay you for. 🧐. Hmmm
#1 Top gripe is on Steps, which is something we get cash back for. The app shows you steps for the day but doesn’t present the month metric (which is the one that matters). If you are able to tap on the bar graph about as wide as your fingernail, you can sometimes get the total. Then you have to do that for auto and manual logs, then do the math in your head.
It’s like it was designed to conceal the number that they pay you for. 🧐. Hmmm
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Response from developer
Hello, thank you for taking the time to share your feedback with us. We would like to look further into your concerns, please email your username and details to us at Sydney@anthem.com and we can assist with registering. Thank you. ~Sydney ~
Tele health option is pointless & waste of time
pointless tele health appointments due to your platforms inability to properly inform patients about what can and what’s can’t be serviced and waste of time AI symptoms reporter you’re required to do but doesn’t relate info to doctor or funnel into any “this can’t be serviced” (for a previous non life threatening non emergency non controlled substance issue - ) before you pay and have an appointment. No “here’s a list of what we can’t do” either which would prevent wasting time especially when you know exactly what you need support with. Feels like a money trap because KHealth is an external provider that is provided by Sydney as the only telehealth option and payment is taken after the lengthy AI intake but before you actually know what can or can’t be serviced.
The app not relating symptoms entered to doctor & not being detailed on what can/what can’t be supported via telehealth doctor beyond “if you’re bleeding out go to the hospital” is a waste of patient time, a waste of physician time and a waste of resources. This app is not a free service and needs to do better or not give it as an option especially when it’s presented as a way to save time when it’s clearly not.
The app not relating symptoms entered to doctor & not being detailed on what can/what can’t be supported via telehealth doctor beyond “if you’re bleeding out go to the hospital” is a waste of patient time, a waste of physician time and a waste of resources. This app is not a free service and needs to do better or not give it as an option especially when it’s presented as a way to save time when it’s clearly not.
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Response from developer
Hello, thank you for taking the time to share your feedback with us. We would like to look further into your concerns, please email your username and details to us at Sydney@anthem.com. Thank you. ~Sydney ~
Extremely quick info at your fingertips
I love this Sidney App because it lets me immediately access all my pertinent personal information, treatment plan options, membership details and prescription history at the touch of my fingers! It’s very easy to use and extremely empowering. And if I cannot find something, I can quickly open a chat with a representative who answers my questions quickly and accurately. I’ve used this chat before and I really like it. You don’t have to be a computer genius to get all the benefits of this app. Just dig in and explore! You’ll be amazed at how much information to which you’ll have access!
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Response from developer
Hello, Thank you for taking the time to share your feedback with us. We are glad to see you had a positive experience! If you have any questions or want to share additional feedback with us, please email us at Sydney@anthem.com. Thank you. ~Sydney ~
