Review Time
The new GEHA obviously hires customer care employees who know nothing about the medical field. I used to be able to speak with knowledgeable personnel, but now across the board they have no working knowledge. They answer questions knowing they're committing errors and only if I press for more information, they will place me on hold over and over to get the answers I need. Asking for a supervisor seems to be the only sane thing to do--that is--if you can get to talk with a person who follows through and competently. Providing medical codes with the claims is like playing a game show. Even if the doctor writes the full diagnosis and treatment, if the "right code" isn't given, you lose! No guidance is given to find the right code. You simply lose the game! I found all the codes I needed in abundant supply by doing a search on the Internet and then chasing after my doctor to resubmit the claim with the right codes. Then I had to locate the supervisor again who said the claim would be covered and processed right away. It sat for another month and I could not get a call back from the supervisor. Finally, customer care placed me on hold multiple times and the claim was magically processed while I was on the phone. I was given the wrong amount that would be reimbursed (10% payment of the claim amount!), so she put me on hold again and came back and said I would be getting 3 checks instead of the one she first quoted. However, all three checks only add up to less than 50% reimbursement even though the every climbing out of network deductible had been met. It still remains to be seen if I will receive payment. I can't understand why there are 3 checks when all the office visits were bundled into one member submitted claim. The amount of hours I put into this has been staggering.
The new GEHA obviously hires customer care employees who know nothing about the medical field. I used to be able to speak with knowledgeable personnel, but now across the board they have no working knowledge. They answer questions knowing they're committing errors and only if I press for more information, they will place me on hold over and over to get the answers I need. Asking for a supervisor seems to be the only sane thing to do--that is--if you can get to talk with a person who follows through and competently. Providing medical codes with the claims is like playing a game show. Even if the doctor writes the full diagnosis and treatment, if the "right code" isn't given, you lose! No guidance is given to find the right code. You simply lose the game! I found all the codes I needed in abundant supply by doing a search on the Internet and then chasing after my doctor to resubmit the claim with the right codes. Then I had to locate the supervisor again who said the claim would be covered and processed right away. It sat for another month and I could not get a call back from the supervisor. Finally, customer care placed me on hold multiple times and the claim was magically processed while I was on the phone. I was given the wrong amount that would be reimbursed (10% payment of the claim amount!), so she put me on hold again and came back and said I would be getting 3 checks instead of the one she first quoted. However, all three checks only add up to less than 50% reimbursement even though the every climbing out of network deductible had been met. It still remains to be seen if I will receive payment. I can't understand why there are 3 checks when all the office visits were bundled into one member submitted claim. The amount of hours I put into this has been staggering.
Been with them over a decade. This past year they have sold all of their people out. Tripled co pays and denied prior authorization for medication ive taken for years. Horrible scam artist I CANNOT WAIT TO DROP THEM IN OPEN SEASON!!! I hope the whole scamimg system crashes
In December 2025, I purchased two OTC items from CVS Pharmacy. When I attempted to use both my and my wife's U-cards to pay with our quarterly benefits, CVS stated the items (vitamin supplements) did not qualify, and we paid for them out of pocket. Later, GEHA/United deducted our benefit balances as though we received them at CVS. This was reported immediately and I was told it would be investigated. After hearing nothing, I called in February 2026 and was told there was no "ticket" issued and since it was over 30 days, tough luck. This has happened twice!
I just finished a survey from GEHA asking why I switched to a different dental insurance. Here is why, GEHA did everything to deny legitimate claims, multiple claims and weeks turned into months, just to have claims denied again. I switched to BCBS Dental, my claims were paid in just a matter of days!
GEHA dental insurance's website/portal is an absolute nightmare for families. I have three separate logins for myself and family members (as required for individual access), but I can never log in reliably. No matter how carefully I enter the username and password—I'm 100% sure they're correct—I get the same error: 'The username and password combination entered does not match our records.'I've called GEHA tech support multiple times. They can sometimes get me logged in after 20–30 minutes of troubleshooting on the phone (resetting, verifying, etc.), but the very next time I try independently? Same error, same lockout. It's infuriating and wastes hours. This isn't a one-off glitch—it's persistent across multiple accounts and browsers. Fix your login system, GEHA—this is basic functionality!"
GEHA medical has always been great insurance for us. Can't say the same about their dental insurance. What we can't believe is how much the High Option increased... over $300 a month for self plus one (retired annuitant). For the first time ever in all these years (40), my husband's bring home pay is less, even with the COLA raise.
I've had GEHA as my dental insurance for a few years now. Overall they had been doing fine until this past year when multiple concerning issues have arisen.First, the more minor one - took 3 of my kids to a dentist in July 2025 that we have used in the past with GEHA insurance without any issues. It was for a routine cleaning. GEHA sent EOBs to me showing I owed $0 on the services, as expected. However, I kept receiving bills from the provider for 2 of the 3 kids. Turns out, even though they had received IDENTICAL services, they had only paid in full for one of my kids and only paid half for the other two. Had to call the dentist and GEHA several times and to get this resolved. Concerning and inconvenient, but not ultimately a dealbreaker worthy of a 1 star review.Which brings me to my next and more concerning issue. Our plans states that GEHA covers 70% of orthodontic services, up to $3500 total lifetime maximum payment per person, for in AND out of network providers. On my last assignment overseas (but still US territory), we had orthodontic services provided for my son. The provider unfortunately did not have a process to submit claims, so I had to do a member-submitted claim. The initial services were done 4/15/25 and 5/8/25. The entire payment was made up front by me out of pocket for $5607. I received the needed paperwork from the provider on 5/15/25 and submitted the claim on GEHA's website through my member portal on 5/19/25 exactly according to the instructions as laid out by GEHA. After a month went by I reached out to them to confirm it had been received and they said it had. After another few months I called again to check the status and was told it would be "escalated." I called several more times, including 11/20/25, 12/4/25, and 12/11/25. During one of the calls the rep told me that it looked like additional documentation might be needed (even though it wasn't being processed yet, she was trying to supposedly preemptively assist me), so I reached out to the provider and got the additional documentation together to meet that requirement (despite it not being listed on GEHA's member-submitted claim instructions). The rep had told me I could call back once I had the documentation and it could be added directly to the existing claim without having to resubmit or negatively impacting the timeline for processing; she also allegedly "escalated" the claim for processing again. However, when I called back, the new rep I dealt with told me that it was not possible to do what the original rep had said; finally, after much back and forth, she directed me to submit it via email following specific instructions. I did so on 12/11/2025 and also asked again for an update on the status and when the claim might be processed; I never received a response either answering my question or even acknowledging receipt of the additional documentation.As of 1/30/2026 the claim still just shows in the system as "submitted." I am sick and tired of waiting for this claim to be processed. There is no reason it should be denied, but even if it were, at least at that point I would have recourse to file and appeal and eventually take it up with OPM if still denied. But right now the status is just indefinitely in limbo and I have no idea what I'm supposed to do to force them to process a claim I submitted nearly 9 months ago. The customer service at this company is absolutely horrendous and their processing times are ludicrous. It should not take this long to reach a decision. It is surprising that in this day and age, with review sites like this and BBB, as well as social media, that companies still try to pull this kind of crap on customers. I mean, just look at their 1.4 star rating. Who would ever choose to do business with them going forward? I for one will be changing companies at the next open season and will not look back.
I've been appealing a claim for 2 crowns, now for 6 months. I just received a denial of my final appeal dated 1/13/26, which was supposed to go to an independent reviewer. I wouldn't be surprised if they are handling all their initial claims and appeals using AI. They don't even read the letters you send them. I just wrote a final letter of complaint to them but could not find the name of any executive to send it to, directly. I had to send it to their general post-service appeals address, which means no one will read it. I can't wait until Open Enrollment Season comes around ago, so I can cancel them from my life.
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The company currently offers traditional fee-for-service medical plan options with a preferred provider organization along with a high deductible health plan that can be paired with a health savings account.
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