Employer Direct Healthcare
Reviews and Complaints

My experience with surgery plus was wonderful. Tt the beginning they took the time explain every step up to and post surgery. I had a decent amount of surgeons to select from and once I did that, my advocate got everything booked for me. All I had to do was give her a general idea of when and where I wanted to fly from and she did the rest. The hotel was great, my Visa card arrived well before my flight and everything was just surprisingly smooth. After the surgery, I continued to have follow up to check in on me and see if I had to go back. Definitely recommend this service!

My husband and I have used Employer Direct Healthcare 4 times for 4 completely different surgeries. Each time was a positive experience. Starting with my customer care rep, helping us through the process ensuring we were getting the best care possible. During Covid as facilities were closed down my husband need emergency shoulder surgery. They flew us out of state, to an amazing Dr. and paid for all expenses. It may not have been the most convenient, but there was nothing easy or convenient during Covid! We have never encountered an issue with the Dr's that we have chosen on the plan.

SurgeryPlus helped me throughout the entire bariatric surgery process and I was very happy with the level of customer service provided by their staff. I received what I believed to be very high-quality surgical care, so their choice of a surgeon was excellent, but the after-care I received (critical to success with bariatric surgery) was far under the level I have received in the past. So in addition to the factors they look at for the quality of the surgeons they choose for the initial procedure, they should also add long-term aftercare for this category as well. But otherwise, my experience with SurgeryPlus was excellent!

I have nothing but great things to say about SurgeryPlus! I have had the best customer service experience with Chastany, my advisor. She has stayed in constant touch with me throughout this whole process and always loads my card and makes my hotel reservations with ease. Takes the time to chat with me as well and listens attentively to any concerns! The doctors I chose have been top notch as well. They have given me the best care and advice along the way. Dr. C and his team are wonderful, friendly people. They have truly listened to my concerns and offer the best approach to help me. I definitely recommend SurgeryPlus and will use them again if/when the time comes.

We have nothing but good things to say, When I started a new job and discovered the Surgery Plus benefit was available to my husband, I was shocked. I have never had insurance take care of us the way our current policy does. The provider was knowledgeable, patient, and explained the process and continuing care. Follow up virtual appointments with a dietician have helped him progress through the various stages of post-surgery diet, and he has never felt left out in the cold. While we did have to wait in the lobby to be called back for extended periods of time, the benefit of his better health is more than worth that price. Coming off all three insulins two months after surgery is worth that price. I cannot say thank you enough.

They can't tell you who is in their network. They said you have to fill out a questionnaire about your preexisting conditions and then THEY will determine what surgeon you need to see. No thanks. The customer services rep, Luiz was nice, but couldn't help at all. I asked to just access the list of surgeons by specialty, and I was told no. I've never seen an insurance company or insurance adjacent company that can't provide in-network providers. It's bizarre. Their website and phone system are garbage too. Good luck getting information. There's too much secrecy for me to feel comfortable using this service. Based on the other reviews, I'm not alone. The business idea isn't bad, but the execution needs overhauling or this business will close.

One Word "INCOMPETENT" Last year 6/18 I had a TKR on my Right after jumping through all the hoops that Surgery Plus required me do to before scheduling my Surgery. The Doctor that they had review my case was from [Hospital Name] and suggested I get both my Knees replaced at the same time to save money and recovery time. Well the Dr. at [Hospital Name] did not agree and did my Right Knee ( Out Patient) and i should have had my Left Knee done 3 months later but still have issues with my Right Knee that was replaced (TKR). The Dr. at [Hospital Name] told me " I do over 900 TKR a year and your fine " I have been reaching out to Surgery Plus since 8/3 in regards to my knee surgery , left several message's and sent several E mails and have yet to hear back from my so called Advocate.

This is a mixed review of Employer Direct Healthcare. The procedure I needed was covered 100% and for the most part, I was very happy with the service they provided. THEN months after the procedure, I receive a bill from a provider that did a prerequisite procedure for the surgery. So despite being told I was totally covered by 2 different concierge people I worked with (1 left the company) that there were no worries and after I specifically asked if I receive any bills personally and told to send them in to them. I am told they will not pay this bill and they are sorry for the misunderstanding.. How in the world is 100% a misunderstanding. So now the local provider is threatening to send me to collections for an unpaid bill! Shame on you Employer Direct Healthcare I expected 100% oh wait maybe not!

1 star for effort I guess because I had to, in order to post review. What a nightmare. No one return calls. You can call in until the son comes up and nothing. They have representatives answer and take messages but no follow up. I am still waiting for approval from this company on a colonscopy and endoscopy procedure scheduled on 7/22/2022. They never gave authorization to the surgery center and I showed up for my procedures. The surgery center kept calling and calling to get authorization, and nothing. Silence. You could hear the crickets. Anyways, I paid for my procedures in another way. I was already there. Also, I have to go way out of the way for these procedures and passing a dozen surgery centers. This is not a good resource at all. I will never use again. Horrible experience. Thank goodness that the Surgery team was amazing.

I am extremely happy with the services I received through my add-on SurgeryPlus benefit. Each staff member I spoke to was very helpful & professional. The surgeons I used have all been top-notch and the procedures were easy to follow. The website and use of the benefit card are both user-friendly and very helpful. The only negative was that I was unaware that the funds put on my card were taxable, so I was shocked to receive a 1099. I was told after the fact that it is stated somewhere in the fine print; however, that is a big thing and should be stated up front instead of hidden in the small print. I am still very thankful for the benefit and the funds that have allowed me to cover co-pays, medicines, and other costs for non-surgical items. I would still have accepted the help; however, it would have been much better to know that up front and not be blind-sided after the fact.

SurgeryPlus is a horrible business for companies to subject their employees to. I completely understand wanting to control costs but that should not be done at the risk of employees welfare. American Airlines initially said this was voluntary until they made it mandatory for Bariatric surgery patients. I had already started using a preferred provider under BCBSTX and was told during open enrollment that as of 2023 I had to use SurgeyPlus who does not have a relationship with my provider. They instead only use a Bariatric surgery company that does not educate their patients and is just known for how many surgeries they can fit in versus real care and help with a lifelong change. This change will force me to move up my surgery just to avoid having to change providers. The point of having PPO insurance instead of HMO is to have a choice between in network providers, so that a patient can choose a doctor that meets their needs. Meeting needs is more than cutting into me, it's also listening to me as a patient and understanding that I am a human, not a cadaver for you to practice on. Especially when dealing with doctors who do not work well with minorities. SurgeryPlus, you need to get it together and stay out of other people's healthcare. You have horrible ratings and limit patients from using their benefits to the scope that they should be able to. Good healthcare is more than what's cheaper. It's about having a good quality of life and wellness. American Airlines, you should be ashamed of the way you sold out your employees!