includedhealth.com Bewertungen 

The worst been waiting 4 hours to talk to someone. Drop this company as an active provider. The actual worst I have screenshots of the “urgent care”

Portrays itself as a high-end concierge health care system to take care of all sorts of needs, but falls far short of even basic customer service standards.
Numerous problems:
1) Technical problem. One moment the homepage says I'm "Not Covered", a few moments later it reports "Covered by Included Health Direct". An hour later it reports "Covered by employer". This is infuriating to a customer.
2) Bad information leading to adverse health insurance outcomes. I requested support to understand how to get a out of network services request covered due to lack of in-network options. I was given the wrong form, and wasted weeks with a confused healthcare provider. There was no apology, although IH did acknowledge that the form they provided was wrong.
3) More technical problems: I started multiple chats, because each one would just time-out and trail to nothing. It would start out "Connecting you to Care Support, wait time <10 minutes". And then just there for hours, unresponsive to any further chats from me.
4) When I finally reach a human, they seem to have very little understanding of their own system. I asked if they could see the chats from earlier in the day, that went un-answered, and instead they referenced a chat from 3 weeks prior. I ask them if they need a screenshot of my side, and they respond with something else entirely. It's like they are minimum wage workers or something, or simply don't care. Or are overworked and multitasking too many clients to have any quality.

Just atrocious service all around, I'm embarrassed that my employer, Google, allows for such terrible experience for such an important aspect of life: health care services.

If your employer offers Included Health as a health advocacy benefit, do not rely on them for complex billing disputes. They behave more like a passive relay service than an advocate, and you will spend more time chasing their missed follow-ups than actually getting help.

I brought a healthcare billing dispute to Included Health in late March 2026. Here was my experience over the course of three months:

- Missed Follow-Ups: My first advocate missed five consecutive scheduled follow-ups before being replaced.

- Contradictory Information: On June 1st, my second advocate stated in writing that a formal hospital audit had been "successfully submitted and logged." On June 24th, a supervisor admitted they never received written confirmation that the process was ever completed.

- Case Abandoned Unresolved: Included Health closed my case on June 26, 2026. A supervisor acknowledged they could not confirm answers to 4 out of 5 primary questions I had raised regarding my dispute, including collections status and documentation reviews.

- Copy/Paste Responses: When I escalated this, they sent generic form responses referencing "training opportunities" rather than resolving the actual dispute. When challenged on consumer review platforms, they issued copy-pasted form letters calling three months of administrative chat dialogues a "patient visit" and claiming they were "working directly with the member"—despite zero outreach occurring since June 26th.

Included Health took months of my time, left my core questions completely unanswered, and ultimately left me in a worse position with the provider than when I started. Employers paying for this benefit should take a very close look at whether their workers are actually receiving advocacy or just automated deflection.

I have CalPERS Gold PPO health insurance, which contracts with Included Health for a CT scan and CVS CareMark for prescriptions. I was diagnosed with double bronchitis from an xray at urgent care. My medication and follow-up CT Scan, requested by my doctor, have NOT been approved for 4 weeks. I bought the medication online at TelyRX out of my own pocket, so I wouldn't die. The insurance and providers listed here are criminals. No one will help when you're in this situation. Your only solution is to avoid these companies if you can.

Atrocious care. I called the confirm that a provider/lab was in network They told me they were. Surprise, they weren't. Luckily I called- they reprocessed the claim as in network when I called but now are saying I am on the chopping block for balance billing. I would not have utilized the provider if they had not told me they were in network! I've gotten the run around so many times.

5 Minutes late and you'll pay over $100 for a missed visit, whereas ANY other clinic would be flexible.

No way to contact terrible customer service. No way to contact your doctors.

I've tried other doctors on the app, and they were absolutely terrible. Horrible service, very disappointing. No consideration of human decency... Doesn't even send a calendar invite for appointments.

What kind of scam of a company is this?

"Less than 5 minutes" was actually more than 4 HOURS. Absolutely worthless even though I was charged only $5 I would pay a $100 to never do business with this company again. Pathetically farcical service.

Worthless company-I was supposed to have a 15 minute call and the Dr. was rude to me and didn't listen to anything I said and hung up on me after 5 minutes. I asked about waiving the charge which they are harassing me about and they refused to do that according to Claire there. I wouldn't recommend them to anyone or use them ever again.

I tried 4 times to get a visit, and the call kept dropping. No one reached out for a follow up whatsoever. On my 5th attempt, Dr. Kathleen Hayes left me "hanging tight" while she reviewed my chart for 45 minutes until I hung up. This is the worst telemedicine site out there!

A unexpected and prolonged insurance billing issue between included health and Texas BCBS caused me to cancel my appointment one day before it was scheduled for. Unfortunately I didn’t cancel the appointment 24 hours in advance but I did cancel the appointment one day before the scheduled appointment. After contacting support and requesting a refund for not giving 24 hours notice because of a billing issue and not for my own convenience I was charged $129 to my credit card by included health and denied a refund even though they claim to allow forgiveness for up to one late notice or missed appointment per year under certain circumstances. They denied me a refund despite billing issues causing the problem in the first place. I called support to appeal the decision to deny me a refund and they said there’s nothing they can do because you can only submit a claim ticket once. Apparently included health considers the patient at fault for billing issues they admit were the fault of BCBS of Texas. Included Health isn’t transparent and couldn’t even tell me if the cancelled appointment was picked up by another patient or not. They have charged my credit card $129 without allowing me to request a review or reversal of their decision to deny me a refund.

I wish I could give a negative review, not just one star. This is just an outright scam. I was supposed to receive an email with a way to enter the appointment at 11:40 AM. No email. Yet at 11:45 AM, I did receive an email from them (so confirmation that they had my correct email) informing me that I missed the appointment, I would be charged and if charge didn't go through it would be turned over to a collections company. I responded that I didn't receive the appointment email so don't charge me, that my blood pressure was 216/120 and gave them my phone. No phone call or email back. So no concern if I die as long as they get $30. Special place in Hell for these folks. Avoid at all costs.

My employer switched coverage. Included Health would not automatically update the information in our app to reflect the new coverage without each family member (5 of us) calling them to get the data in the app corrected to the new coverage. I am really not sure what the point is of the service if they have no interest in providing accurate data in the app. As we all know, they want you to use the app and not call them yet they don't want to provide accurate information there without calling them.

Included Health’s new care program is a serious downgrade that puts infants at risk. What used to be access to a pediatrician has been quietly replaced with registered nurses, and the consequences are alarming.
For our one-month-old baby, a nurse advised us to wait 48 hours instead of seeking urgent care. For a newborn. This advice was reckless and completely inappropriate. Had we listened, the outcome could have been disastrous. We ignored the guidance, went to urgent care, and confirmed that waiting would have been a mistake.
To make matters worse, I escalated the issue and spoke with Jennifer from the Member Resolution Team. Rather than acknowledging the severity of the situation, the response felt dismissive and defensive, as if this level of care was acceptable. It is not. A “resolution team” that cannot recognize how dangerous this advice was has no credibility.
Downgrading pediatric care to nurse-only check-ins without clearly warning parents is irresponsible. Parents trust this service during stressful, high-stakes moments — especially with newborns — and Included Health has shown that trust is not deserved.
This program is unsafe, poorly managed, and completely misaligned with basic standards of pediatric care. We will never use this service again, and I strongly warn other parents: do not rely on Included Health for infant medical decisions.

Update Feb 17: they sent me a bill for $159!

I emailed them back with in minutes letting them know that I’m not going to be paying that amount and it needs to be the $15 which is what I am supposed to pay for my appointment. They haven’t responded back to me so far.
———
My Plan clearly is that I pay $15 / visit in my network. Any type of doctors: primary, specialist, urgent... All is $15 out of pocket.

The quote suddenly changed to $130 (from $15), for a 10 mins call... after the appointment. This has to be illegal.

When I tried to reach out to the service support for Billings and Claims, they didn't understand what I was saying and the conversation went in circles. They kept saying the plan changed but I just joined the plan a month ago and have it on my profile. So then they said it could be becase it wasn't a primary care appointment, which it was supposed to be so thats on them... But it doesn't matter, all my appointments are supposed to be $15 and nothing more. At one point they just wanted to know what my appointment is for, but thats nothing they need to know, they have no doctor patient privilege, that should not even be a question... Why keep talking about anything but what needs to be fixed...

I am not going to be using included health any longer, at this point I need to make sure I don't get scammed. So hopefully they resolve this. Hopefully they do call back or message.

Requested note, didn't get it, didn't get a refund...stay away they are a scam@

I experienced technical difficulties with my computer while attempting to join my scheduled appointment. After resolving the issue, I clicked the appointment link approximately four minutes after the scheduled start time.

Despite this, I was charged $299 for a missed appointment. Based on this experience, I believe this business operates in a misleading manner and does not provide reasonable customer support when technical issues occur. I do not recommend this service.

They spent half month looking for a provider that treats autism / ADHD / PTSD for an adult male... They pat themselves on the back during the process giving you this false sense that they are going to find you the ultimate in care. On their app while you're waiting it says they're using billions of data points to calculate the best possible provider.. so what did they find in autistic man a half month later? Which by the way I have the screenshots to prove it.

They found me a gynecologist... Yep... After I pointed this out they did an investigation and apologized.. there's so many times that they failed. They sent me a email stating that my diagnosis is complex and difficult. And I am to no longer use their app. But only use their email..

And within that email I have a minimum of a 3-day wait for any replies instead of an instantaneous reply using the app.. then they limited my access to emails to 5 days a week. When all my other employees have 24/7 access.. the more they try to help me the more they exposed how truly incompetent and untrained they are.. but in the process of providing extreme limits on me. The state of Pennsylvania decided this was a discriminatory.. unequal access to care.. then they tried to cover their tracks by blocking my access to my HPI.. which had the proof that they found me a gynecologist.. m

But once again they violated laws and were reminded to reinstate my HPI or there will be consequences.. and so they did.. I've been with my company for 25 years. We've had many healthcare type services like this in the past. Included health is by far the most incompetent I have ever dealt with..

When they deemed working with an autistic person to be difficult they try to make up rules in their terms of service limiting in my access to their care. This was mention to me in a letter... M

Once again, it was uncovered through an investigation that this terms of service limitation didn't even exist they created it to try to get a person with disabilities to not bother them. Because they legitimately did not know what they were doing.... Then they tried to blame me for not using their virtual care through the included health app. I had to remind them they do not provide autism related care. So after they were done blaming me for not taking advantage of the resources now they didn't want to talk about that anymore because they realized they just made a fool out of themselves in writing..

By blaming me for not taking advantage of virtual care that they don't even offer... They are so bad if I didn't have all this stuff in print. It would look like the biggest fabrication.. but the fact that I do have all this in print is why there is still a pending State investigation.

They discriminated against me so badly that they introduced me to a new term I wasn't familiar with. Gaslighting. They would gaslight me and tell me they're not discriminating against me. And they're not limiting my access to their care. As they put in writing that I am only allowed to contact them through email. As they are disabling the chat feature and the reasons for being this way is they do not have people clinically trained to help me through the app.. I also have screenshots of that statement..

The worst is when they lie to an autistic person with adhd. Gaslight them. Make them feel like a horrible person for needing help beyond what the average person needs. Labels them difficult and complex with their health care needs. And then makes it increasingly difficult and time consuming. Where in one situation they took 35 days to get back to me.. despite the fact that they said they're not limiting my access..

At this point I told them to deactivate my account. The investigation is still going on. But I told them I will not allow you to treat me this way. I would rather get no care. Then dysfunctional care that resents that people like me exist.. I have so many screenshots of everything that they've said. ... I never in my life imagine somebody with health in their name, looking at an autistic person with ADHD as a burden, as complex, as difficult, and as something they would rather not deal with...

Used them fourth times. First provider gave me a lecture how we all learned on intro to med school just bacteria does not cause pain in lymph nodes and to take ibuprofen. When I pointed out that I’m breast feeding (which we in my intake questionnaire and I had already mentioned) and can’t take ibuprofen, he laughed (not a nice laugh) and said: then good luck! And hung up. I could only see his mouth but his entire face.
Second time, said they’d call in a med for acute condition keeping me from going to work. 5 hours later prescription was not issues. I missed an additonal day at work bc I couldn’t get meds in time due to delay.
Third time I called for a UTI, but provider wanted to talk about why breast feeding is not going well. I was seeing my doctor, child’s doctor and lactation specialist. I needed help with the UTI not breast feeding.
Fourth time was for my child. The provider could see us but we couldn’t see her. Somehow she still blamed us for not being able to see her and didn’t even try to correct the issue. Two days later and I’m still trying to get a doctors note for school that supposedly was going to be issued immediately. They finally wrote one and said I hadn’t given consent for information. I did, but they kept asking me to what the diagnosis was but the provider didn’t give us one, just said to keep child home to rest. Plus a diagnosis doesn’t even go on a doctors note for school. The letter looks fake, signature looks like a child’s and the statement that I won’t consent to release of information not only is not true but makes my sound as though there was no real illness.

Three out of three bad experiences. Fortunately, my insurance pays for a different Tele health provider as well. Never need to use this one again.

Truly a waste of time. If your company offers Included Health as a benefit, consider it a joke. They promise to alleviate the administrative workload for your healthcare needs, when in fact it ADDS stress and administrative burden as you navigate the complicated insurance and healthcare system. They can't refer the right providers, they can't transfer medical records, they are so incapable of anything related to scheduling. It's a headache and waste of time to work with. STAY AWAY!

Latoya from included health’s phone customer service may be the rudest least professional customer service worker I have ever dealt with. She had the worst attitude and I don’t know how she got the job there - she should not be working with the public.