Fidelis Care - Poughkeepsie Community Office

Colleen Covert

I only feel comfortable giving this company one star because their Member Services staff are normally friendly(at least in my experience) and do what they can to assist their members not just rush them through a process. The huge issue with this insurance group is that their find a provider online page--and the system that the representatives see--is constantly outdated. I called today and spoke to a lovely woman in Member Services who did confirm for me that there was no department for verification of current providers that she could transfer me to, or give me contact information for. This is about a month later after the previous woman I spoke to--who was also very nice--told me she would be able to pass along the information being invalid to a superior. Another issue is that due to this issue anyone who has anxiety over phone calls is put into a worse and worse situation--especially for mental health specialists. On average I have to call 5-7 locations listed on their find a provider website before any of them are true to location, doctor, or still accepting the insurance Fidelis Care provides. And yes--this is with using the plan selection option on the website. Additionally I haven't found a way to communicate with Fidelis Care other than needing to call it in which, again, causes problems for anyone hard of hearing, difficulty speaking, or has any form of condition that makes talking on the phone difficult or impossible. It's great that they're trying to run a state Wellcare program on top of their own insurance policy programs, but they need to consider the people who need to use their services both privately and state assisted. The company really is just screaming that they do not care about having accurate information, they do not care how much time they waste for their members, and I'm sure these poor reps who have nearly always been friendly when I've needed assistance get calls in when people are overwhelmed and exasperated by the company's misdoings. Surely there's some form of legality, ethics, or morality this is bringing into question. **edited to add: looking at the previous responses to reviews they send the same email to both providers and members for dissatisfaction. This further substantiates the claim by the representative today that there is no department for provider validation and that they're relying solely on providers who actually handle patients to call in every change instead of doing even quarterly reviews to reach out to their providers and confirm information. ***edit for progress: by requesting a phone number they have further ingrained that they do not consider the needs of people who cannot or have difficulty using the phone, and they are still providing the same email address for contact to every issue.

Bruce Beard

Will not provide basic plan information for refund through company retiree benefit center. Refused information, hung-up on and deflected to others during repeated attempts to get the information required. New to Fidelis as a recent retiree, very poor first impressions.

Rafael Silva

Terrible. Literally robbed my money. Overcharged me, took 6 weeks to send me the wrong refund. DO NOT TRUST

Rich Ciancanelli

Horrifying