Hi HMSA After 25+ year of being a loyal customer, I do not appreciate your last statement in which you threaten to terminate my account if my bill isn't paid (first time ever I've been treated that way), which I was going to do anyway. Add to that that I have always been relatively healthy and have not cost you much despite paying through the nose monthly. Terrible customer service. Cannot wait to jump ship, bye. read more

I went to the Neighborhood Center on Keeaumoku Street right across from Walmart. I was fortunate to see Caroline, Health Plan Specialist. She is very nice, friendly and personable! I had a question on my claim. Caroline researched it and answered all of my questions. Also, she helped me get hard copies of my dental Report to Member mailed to me as I have my medical ones mailed. She called the Dental unit and Consumer Web Support area to complete this! She explained to me that PPO doctors are also participating with the Federal Plan. I really appreciate her patience and understanding in helping me. Thanks Caroline! Shout out to Kristen too who followed up on letting me know how my dental RTM will be handled in the future as I requested! Excellent Customer Service all around!!! read more

HMSA Center - Honolulu - Checking on my claim - Health Insurance Offices Near Me - Honolulu, Hawaii

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Ridiculously long wait time on the customer service line! I called and selected to be called back by HMSA. HMSA called me back and I was on hold for more than 3 hours (see screenshot) and still no answer! I finally hung up. What a waste of my time. It must be nice to work for HMSA call center. Average answering of calls every 3-4 hours in an 8 hour work day equals 2-3 calls a day! That's assuming HMSA answers the call! 0 stars for non existent service read more

HMSA Center - Honolulu - Unbelievable wait time! - Health Insurance Offices Near Me - Honolulu, Hawaii

Called HMSA four separate days and at different times, on hold for more than half hour and last call over one hour!! Finally hung up. No option for a call back. Great customer service!! Not sure about the merger??? Worse or better??? read more

Meh hold time est 20 mins lol yeah. Gotta love is required to call them to cancel anything can't do it online. read more

HMSA Center - Honolulu - Hold time - Health Insurance Offices Near Me - Honolulu, Hawaii

Riddle me this im 66 and work. So medical comes with my job. And a little is taken out of my check every two weeks. I have HMSA HMO. I cannot tell you the hoops they make you jump through and the mountain of mistakes and wrong information they give. Each and everytime i try and see a doctor, I must first call my insurance to see if he/ she is a participant of " the nerwork/ or hospital group" then if it's specialty I must get a prior authorization. Then I still need to get a referral from my pcp, regardless..... But if I was homeless or on Medicaid and unemployed...everything 100% covered no questions asked...SMH what's wrong with the people who make these policies ? We are the working poor in Hawaii!!! read more

My 98 year old mother in laws Akamai Advantage Cov. was cancelled by HMSA. HMSA was sending her a paper bill to 1199 Dillingham Blvd. Ste 200. This is a business address. We recd a letter date 2/2/2026 stating they sent her a letter on 1/9/2026 stating her coverage would be cancelled 2/1/2026. On 2/6/2026 I went to the Keaumoku location because I could not get through their customer service line . At Keaumoku location, I spoke with Alice, explained situation and paid with a check for past payments due and future payments. She said she needed approval from management. Didnt hear from them, went down to the office on 2/13/2026, Alice said she is working with Olena in membership Dept. At the end of the day, HMSA declined to reinstate my mother in law. They said they called her. I said when because she goes to Arcadia Daycare during the day. A few days ago, I get a call from HMSA saying they want to speak to my mother in law so they any explain why her coverage got cancelled. I explained she is 98 years old and can barely hear. I finally told them, okay, I will have you talk to my mother in law but i am going to video this conversation so that the public can see how HMSA treats their seniors and that they just really want to get rid of my mother in law due to her age. HMSA wants to document their files to show they spoke with my mother in law I know my mother in law will not understand what is going. She is 98 years old and needs assistance in her daily life. The HMSA person then said, I will have to talk to my manager and I will call you back. Well they have not called back. Her coverage is cancelled. I say kudos to HMSA on how you are setting an example on how you treat your seniors. You may have better coverage but when the member reaches a certain age, there is no compassion for the seniors. How many senior people have you treated this way. Most people in my mother in laws generation will just say okay and leave it at that. It saddens me that this happened but I am sure she is not the first and definitely will not be the last. Char G. read more

People who have had their Akamai advantage OTC funds denied are being told by some representatives that the government has cut this funding. This is not true. Akamai Advantage government funding is still being funded. What they are not telling you is that because of fraud people now have to apply for Medquest (basically Hawai'i Medicaid) to still receive these funds. Only those who qualify will be able to get these free quarterly funds rather than just anyone who is a senior or illegal resident. So go and apply at the same website that once issued your OTC benefits and see if you qualify. This is what it was originally intended for but the rules were bent. The "use it or lose it" rule still applies. Funny where do the unused funds go? You should wonder. Not back into the system I'm pretty sure, otherwise they would recieve less funding the following year. That's how the government operates. On a need to need basis and not over funding. read more

HMSA is STUPID because new system does not allow a "parent to pay for your child's insurance premium..." The new system tells you that you are "to young..." as you input their DOB to identify their policy. I was told that I need to send a check or go to the office to pay. I always paid by phone for the last couple of years. They took that away with the new system. I just journeyed back to the 90's read more

This review is just for that 808 number that you call: It SUCKS! 1st time 21 minutes 29 seconds wait, hung up, 2nd, 1 hour 5 minutes, hung up. Ridiculous! They don't have chat or email and I don't want to go to their office.(on Keeaumoku. Fix it! read more

Omg, what has happened to HMSA? This is the 3rd time I'm trying to get through to customer service the wait is unbearable, hire more customer representatives. It should not take this long to get an answer to my question. Provide chat feature on your website to answer simple questions or docs we can search for answers. I'm going to tell others think twice about HMSA. read more

What happened to hmsa it used to be a good health insurance now that they outsourced their travel Department to modvicare it has become a living nightmare this company who does the travel for hmsa is the worst experience I've ever had and unbelievably inept an unintelligent and doing any type of their job that they're supposed to do two times in a row now they screwed up my travel Arrangements the first time didn't even do anything the second time they left me stranded in Honolulu with no Transportation absolutely no excuse get rid of these people they're no good read more

I have been living an absolute nightmare with HMSA and reduced to tears today because of how much stress they have put me through. I was denied coverage AFTER I received a brain scan that was ordered by a neurologist. I received a diagnosis of trigeminal neuralgia - a nerve condition that can only be diagnosed and detected w/ a brain scan. The HMSA adjuster literally put in the notes - that the scan "wasn't appropriate" Even after RECEIVING a diagnosis from a neurologist and being prescribed medication to treat my condition. I was slapped w/ a $900 bill for my brain scan. How is this ethical to them?? I have HMSA platinum PPO. The highest plan that I can pay for. I don't wish this upon anyone. I have been trying and trying and explained all of this, provided doctor's notes, for it to be denied again. I have the option with my company to choose Kaiser or HMSA and I deeply regret choosing HMSA and am going to end my membership with them as soon as I can. This was SO wrong and I am now under such financial and mental stress over something that is zero fault of my own and genuinely needed treatment for. DO NOT choose HMSA if you don't want to risk being denied coverage that you are paying for. I was absolutely discarded as a paying customer. read more

Larry, a customer service provider who works at the Kapolei location actually answered my question quickly, and with accuracy about care providers in the HMSA Network. If you read my previous reviews, this was not the case with a HMSA Service called Carelon. Carelon is there to "Care-A-Lot" about you, the customer. Unfortunately, this was not my experience with employees there. After three days waiting for a response from Sandy Kai, I called HMSA Kapolei. Thank you Larry for being caring and knowledgeable. read more

Extremely convoluted phone service . Typically, customer is told they have called the wrong number because, evidently, each minute facet of the insurance company has their own phone extension. Maybe it's a ploy to stress you out so much, you'll need mental health services to cope with the difficulty of finding the right department. read more

Absolutely awful customer service availability. They should have to pay a penalty for staffing it so low. i guess what happens when there are few competitors, no incentive to improve. I was on hold perhaps 30 minutes and just got forwarded to leave a voice message. My main complaint at the moment is their website. Every year at tax time there is no way I can find to export all my medical claims data. It's so easy and straightforward on other medical service websites, you look at the online report page and they have an "export data" option. I used to be Sr VP of a cloud-based software company and still can't figure it out. I mean really for Pete's Sake, get a qualified web designer to assist! read more

I never had HMSA as an adult. But I got desperate now look at me on hold for a referral over an hour and thats after I requested them to call me back! THIS SHOULD BE ILLEGAL! WE PAY FOR SERVICES we cannot get!!!! read more

"50 minute wait time" (phone) during normal business hours turns into "NO ONE'S HOME!" Completely unacceptable and indicative of understaffing as a result of exorbitant CEO salaries. UNIVERSAL HEALTH CARE NOW!!! read more

HMSA keeps the money on the Debit Cards they give to Seniors on Akamai Advantage members. It is almost impossible to use and this card and it benefits them. I ordered on Medline when I couldn't buy anything in a store. They deducted from my debit card and my credit card. I called HMSA and they said Medline had done wrong. Checking my credit card today, I found the charge is still there. Shame on you HMSA for taking advantage of senior citizens! The CEO of HMSA Hawaii is Mark M Mugiishi. Does he get a bonus for saving his company money by ripping off the elderly? read more

We have had dual coverage with Tricare for nearly 18 months and multiple office visits since that time (all paid by dual coverage). Despite completing multiple dual coverage questionnaires, they have been ignored or lost, even after I reached out to get it handled. I am now getting notices that I will be responsible for covered benefits. I called this morning to resolve this continued frustration and requested an automated call back. I got called by a bot, but I have been on hold for nearly 20 minutes. What is going on at HMSA? read more

Excellent customer service with Courtney, I do hope I'm remembering her name right. Exceptional service, professional, polite, patient and kind. Mahalo nui loa HMSA Federal your phone customer service is top notch. read more

My health insurance has always been with HMSA. Growing up, i was covered under my dad's insurance, then 100% covered premiums from my previous job, and finally having premiums when I started to work for the State. I've been on PPO plan and had been on 90/10, 80/20 and now 75/25 plan. I don't mind paying the $300 annual deductible because the premium is so low and affordable. I may be paying 25% out of pocket for my doctor's appointments, but I'm saving since I'm paying a lower premium. In the past I appreciate all those free informative heath classes I've attended and all those support calls I received from my HMSA health coaches (one was Alyssa F. Thank you for not giving up on me) & sessions with health educators and dietitians which were covered by HMSA. I appreciate during the Covid Pandemic, we were able to receive free Covid test kits through HMSA. When I had questions on procedures' costs, the HMSA Customer service reps were able to assist but, it does help if the doctors' offices would give the correct codings! Recently, I felt compelled to write a review because this customer service representative went far beyond my expectations and was very supported and through. I had called before and was grateful for Cheryl's initial help as I was trying to find out the status of my MRI approval. When I waited another 2 weeks and it's been a month from my visit with the doctor, Charlene helped covered all bases to see that my MRI order was submitted . The imaging place didn't have anything yet, Charlene helped search on the company's website where the imaging request gets approved. She helped call my doctor's office, then checked with Ann of Magellan Health ( I believed), if they received the order for approval, and also check another area to verify. Nothing seemed to be pending and it seemed the request order was still with the doctor's office. I don't mind waiting for approval but not if I'm waiting for approval when nothing was submitted or followed through. With her help, we followed up, so it is now submitted. The next day I went to the doc office and she checked for me again the next day and it was submitted late. I was just grateful and touched for her excellent customer service!! Kudos to Charlene! Just the other day I received the approval letter and authorization number for eligible service from the National Imaging Associates, Inc. Thanks for being my health insurance ! Health is so important and we need to take care of ourselves! read more

How can you contact HMSA? Online? Nope. Via email? Nope. You can via Facebook or by popping in. In addition, I have found a superb Straub doctor, and HMSA asks me to rate her. I go through their website and again and again, it rejects my efforts. Granted, no surprise their website is poorly designed as they are incapable of helping us this way. I screen captured my doctor review and shared it here. read more

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It was amazing. The food was amazing. The dessert is amazing. Everything is just amazing especially Giuliana. Dessert was amazing. Literally everything. read more

Been working on my insurance thing for a week and setting it up as a newbie ain't that easy. My husband got lot of inquiries & me at the moment tryin' the best I could to understand things about insurance policy & etc. An 8 minute drive from our tiki nest, park on their parking lot inside the same building, entrance is kind'a confusing at 1st. So maybe you wanted to park on Walmart's parking lot that's if you can handle the traffic in there. Then just walk & cross the street and viola! You'll arrive on their office building. Shoutout to Britney & Trevor, who were so patient with us. Diligently answer our queries & trying their best to explain things; policy & protocol. Especially Trevor, he's the man! By far he enlighten us the most & my husband like the way he handled the customer. The manager named Aaron is a hands down! He's the most understanding guy so far and really made us sure that we are catered according to our needs. Quick and easy transactions every time we are here. Thank goodness for the great CS. Mahalo & HAPPY JUANDERING fellow yelpers. www.juanderbandit.world @hello.juanderpinay read more

HMSA Center - Honolulu - Health Insurance Offices Near Me - Honolulu, Hawaii

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fraud and abuse department does not take action, supports fraudulent doctors, not member. they're only taking information to protect Eric doctors. Pay bills as presented when patient reports charge is fraud or No service provided. case manager committed civil and felony against member Hmsa MIA. damages upwards of 20 million. Cover expensive procedures trips to outer island with doctors who are not the patient's doctor. Appeared to be OK About drug and medical reimbursements when paid out of pocket. You're not helped patient get co-pay back if Dr. charge was fraud or abuse. If Dr. asssault member, Hmsa covers it up. read more

HMSA Center - Honolulu - Health Insurance Offices Near Me - Honolulu, Hawaii

Was given a call back option rather than wait on hold for 47 minutes. Since I got the call back, about 45min after my initial call, I have been on hold for 10 minutes. Sure seems like their system is not functioning properly. This is the 2nd time I've abandoned a "call back" because nobody was on the other end. In all, I've called 6 times with a question regarding where to go for lab and x-rays. Of those 6 times, 2 resulted in nobody on the other end, one call back got disconnected, 2 were never returned, and the 6th was returned when I was unavailable. Of course, it was probably another call back with nobody on the other end. Get it together, folks, you're one of our priciest monthly expenses! read more

It's the customer service # located on the back of my membership card. Called those numbers and the call could not go through. Went online and found a (877#) they connected me to the local HMSA # (808) 948-6111 which is the same # I called and the call would not go through. I waited 1 hour and 30 mins for someone to come on. I could not wait any longer and hung up. What gets me even angrier is the fact that it was a simple notification that l even completed the forms online and when I clicked "submit" I did not get a response that it was successfully submitted. Because I did not receive any notification that it was successful or not I decided to contact HMSA via email. They confirmed my email and stated someone would contact me in 10 days. What!!! You have to be kidding me. Hence my last resort to call and speak to someone on the phone. Well, again that didn't turn out successful at all too. What is wrong with your system? It's terrible customer service! Looks like my only avenue is to go in person which I wanted to avoid. I've had HMSA for 50 years now and never thought they would have this kind of bad customer service. Shameful!! read more

I am beyond frustrated with HMSA! My visa company flagged a fraud on my credit card and issued me a replacement card. I forgot to update my auto payments with HMSA online so my January and February 2023 payments (due on the 1st of the month) failed. As soon as I was notified on 2/17/23 I updated my cc online and PAID THE FULL BALANCE due. After a few days I still showed as having an inactive HMSA account, so I called (yes the wait times are 30min minimum) and was told that I have to pay March premium to be reinstated. It blew my mind that I have to PREPAY my March premium on 2/23/23 or they would not reinstate me?!!!? I am fully paid through the month. It felt very corrupt and bullying that I would continue to be ineligible until I make an additional prepayment. When do you have to ever PREPAY premiums??? I said look at my years of on-time premium payments. It was just a replacement card and I paid as soon as I was made aware. Anyways it's 3/1/23 and I'm still ineligible for benefits. Went to pick up my prescriptions yesterday and it was $300. I refused since I already paid $900 or premiums for that $300 to be covered. On the phone for the last your trying to resolve this with two different rep (since the first one transferred me to CVS - for what the F reason I have no idea (emphasis on not understanding the problem and just not wanting to help). So of course once CVS listened to my issue, they also said they couldn't help me and I had to contact HMSA (mind blown what a waste of 30 minutes that was). On hold again waiting for another HMSA rep.... HMSA is willing to take my money on 2/17/23 but refuse to provide the benefits I paid for. Our medical insurance is a joke. Worst than a joke, it's a scam!! read more

Unbelievably rude customer service phone support. I could tell this man, Brian? hated his job and took it out on customers.

I would just like to say that HMSA medical Department hasn't been doing a great job for their patients. it so hard to get through ive waited almost an hour and they still haven't answered my questions yet an also their automated service where the give you that option if you want them to call you back doesn't really work also.. after you leave a phone number for them to call you back they call back ask you to press number 2 or asks you if your ready to speak to an agent. they still won't pick up their phone and talk to you. Thats so unproffessional. read more

I need a relatively simple benefit question answered. Can I use the website contact form? No, because it glitches out and doesn't transmit data. Can I use their social media? No, because they won't deal with benefit questions. Can I call them? Maybe, if I want to wait on the line for over an hour. Trying the alleged callback option so we'll see what happens. Guessing they won't call back and that means that I will have to go down to their Honolulu office in person. What a waste of time. Too bad HMSA doesn't spend as much on customer service as it does on CEO compensation. read more

We have HMSA Akamai Advantage. Every quarter we are suppose to get $95 to use on a debit card they sent us. They make this extremely difficult to do. We have spent hours searching for items covered and in stock, only to get to the CVS checkout and nothing is covered. We had called HMSA earlier in the day and they assured us we each had $95 on the card. It did not work last time we tried either. The other option is to buy on their site with supposedly "free shipping" over $50--not so, you are charged! Now on our other card the cart will not open. I went through the maybe 10% of inventory that was in stock and added what I might want thinking I could delete items at the end. I NEVER PRESSED CHECK OUT and it has me as checked out with no way to get back in the cart. The woman had told us we needed to call when we were checking out to they could check on it. We called rather than saying they were closed, it their took three different choices to be told that. They are preying on the elderly. If they make it difficult or impossible, guess who keeps the money? They do! We were told by a Japanese priest that the meaning the word HMSA is harm. An appropriate choice! They should have their online inventory 90% in stock, not 90% out of stock. They should have a 24 hour help line. They should not be able to keep the money seniors have not been able to spend! read more

This is how long I've been waiting AFTER requesting a callback which said 76 minutes. I initially called HMSA at 10:30 this morning. It's now 3:15PM. I I only have ONE question regarding my coverage. Guess it'll wait until next week since by now my doctor's office is closed. Thanks HMSA! read more

HMSA Center - Honolulu - My wait time - Health Insurance Offices Near Me - Honolulu, Hawaii

Waited on the phone for over 45 + minutes for a customer service rep. to answer my call and I listened to the same messages (and song) repeating itself over and over again. Someone after one hour finally answered the call and the service rep who did was friendly and courteous. read more

While HMSA is better than Kaiser (which imo is close to socialized medicine), I am really disappointed in their coverage. I have HMSA PPO which is good as far as being able to self-refer to any doctor. If you go to participating doctors, your co-payment is not too bad. However, any alternative medicine like naturopathic, acupuncture, massage is barely covered or not at all. Prior to going to a naturopath, I called HMSA twice to find out if it was covered. My naturopath is not a participating doctor so I had to shell out $275 and request reimbursement from HMSA. I only got back $7 and there was a deductible nobody told me about when I called before. I don't regret going to the naturopath, as she helped me way more than conventional doctors' misdiagnoses. What is sad is that the type of medical care, testing, and solutions that truly work does not get covered. read more

I have been trying for several months to sign up for a HMSA dental plan online. The web page states something about "... opening a new page." and does not proceed. Nor does it allow you to go back and try again. You get into a doom loop. They are aware of the issue because when you call their customer service, they immediately tell you to print the application form and fax it in. Paper, mail, and fax? Aren't we in the 21st century? And worst of all, they're apathetic to your concern and the issue. What is the point of an online signup system that does not work? I assume this is the kind of service they likely provide in other areas of their business too. Pretty disappointing. read more

HMSA kept on raising our premiums for group rates, so I looked around. We got UHA now which this year our premiums actually went down!! I checked with my friend's company who has HMSA and told him to look around as their premiums went up again. My grandparents also got off HMSA a long time ago as the premiums were too high and now they pay less than half the rates with way more benefits. My aunty who has lots of health issues went with a supplemental G plan and for the same premiums, pays ZERO. With HMSA she would of still had to pay copayments. Not only that, she getting surgery at the Mayo Clinic for free!! read more

Not only is their website problematic, but their phone representatives are even worse. Need a quick question answered? Don't count on it. Once you do get someone on the phone, it's a hit or miss. One day you'll get connected to a nice person, the next day you could get connected to the rudest, grouchiest, most unhelpful person with an attitude problem. It seems to be a reoccurring theme as other reviewers have also mentioned they've experienced issues w/ their online portal, long phone call wait times and unpleasant customer service. To HMSA: Please do better. Look at how many reviewers are frustrated with your service! read more

HMSA has the worst customer service ever. I'm trying to call to correct a problem I been having for months. Problem started in January, it's the end of May. I figured my problem has been fixed but no still same issues. I tried calling countless times and I been on hold for 30-40 minutes without anyone picking up. I even did a call back and then they even had me on hold for 30 minutes until I hung up. I don't have enough time in my day to just be on hold. I been paying and charging my credit cards first for my doctors visits. I clearly have coverages buts not covering! I need someone to talk to me asap. Why is my husband paying $500 a month and I can't use it. I don't understand the customer service here. read more