Lanterncare レビュー 17

Unprofessional and incompetent, don't get roped in by their b.s. I had heart surgery coming up and surgery plus is offered through work so after looking at what they (supposedly) offer I tried them out. I had to jump through one hoop after another and they never seemed to have everything they needed to proceed. The closest doctor that I could work with was four and a half hours away (Fort Wayne and South Bend are less than an hour away, Indy and Chicago are only two hours away. Apparently nobody in those cities will work with them). I don't know how many times I had to call them as well as the drs office just to get an appointment, it was obvious they weren't communicating since I had to keep informing them what the other was doing. Finally, I get to my first appointment with this dr, took a day off work and got up early to drive the four and a half hours for a ten o'clock appointment only to get there and be told that my appointment had been cancelled. They said that they informed surgery plus of the cancellation but they couldn't tell me why I wasn't informed. It was a fun ride home. I got hold of surgery plus and asked what happened and they had no clue what I was talking about. Needless to say I cut all ties with them and went my own way, even when they called me trying to say going through them was mandatory.

This company is a nightmare and joke. Excuses are what they give. Never calls you but you have to call them to be told that they need more paperwork before you can even get an appointment. This company should be ashamed of themselves and not even exist at this point. Why even have a middle man that does nothing but give excuses and says the Dr. can’t establish an appointment. Lantern is a circus with a lot of clowns working for them.

Lantern is the worst health care out there. It's criminal to me that they can even operate as health insurance. My surgery was cancelled a month ago 3 days prior because they couldn't make a deal with the hospital. A month later my condition has worsened and I've had chronic pain everyday. My days have been spent reaching out to Lantern. They are a worthless company. They do not advocate for you, it's yourself fighting to be heard! So I continue to wait! I feel sorry for anyone who has to deal with them ever!!!!!

This company is so unprofessional and lost I'm shocked a huge corporation is getting scammed by these crooks. I'm at 6 weeks of trying to even talk to a doctor ! The doctor they recommend never answers a phone or call back. Emails not replied to. And now my Lantern :care advocate" refuses to have a phone conversation with me. Its all cowardly email communication ! This company has to be a scam. No way its legit IMO. I'm going to end up paying for my own surgery because these morons are useless.

AWFUL experience!

Over a two week period, and in serious discomfort (arm, hand, fingers going numb), I dealt with four different Lantern people, who were unable to schedule ONE appt with a spine specialist.
TWO WEEKS!

The one doctor they did "refer" me to, was not in United Health Care's network.

BEYOND FRUSTRATING!

This service is not worth the HOURS spent trying to schedule ONE appt, while dealing with four different individuals at Lantern, who have no clue what they are doing.

I am now paying for my procedure "out of pocket," rather deal with this INCOMPETENCE.

I had a procedure approved and scheduled. The procedure is a 2 part procedure. First a confirmation injection to my lower back, then once the spot is identified, the procedure of ablation is performed. Later approved the procedure that I opened the claim for in February. Then they said your employer changed your benefit and it now costs 450.00. I said the change started on March first, because I opened the claim aren't I grandfathered in. They said oh yes, you are correct. Then they sent me an email and said sorry that was a mistake, you owe 450.00. Then I said what about the fact that I opened the case in February. They said ohhh well that was for the initial confirmation injection. You have to pay 450.00 for the ablation. Then they se d me an email that states I need to open a new case and have it approved for the ablation and of course now, because it is after March 1, I will owe 450.00. I was already scheduled for the ablation. The doctor said they have never heard this before, that an ablation always requires a confirmation injection first, it is part of the ablation procedure process. All of this is after probably 10 phone calls to Lantern, 5 emails ect. Their employees gave incorrect information many times. You never get to talk to "your" care advocate. And then they split procedures where they see fit for their benefit. A frustrating mess.

I wish I can give less than one star. Worst customer service. Slowest service and messes up appointments, messed up arrangements, every call they give a different answer and a different way of solving the problem with nothing changed, been waiting for a month so far to find a provider and nothing happened.

Lantern made it possible for me to have a knee replacement. They also paid for a much-needed injections for my other knee. In addition, they loaded a debit card to help with transportation to get to the doctor. I can't say enough about the promptness and professionalism of the people that helped with my claim. I did not have to use 2nd rate doctors or facilities. I am grateful to God for Lantern and the servicves they provide.

This surgery coverage is a sick joke. San Diego has some of the best medical facilities and Doctors in the country yet Lantern doesn't seem to have anyone in town for me to see. Phoenix Arizona ? Los Angeles ? Give me a break. Not one pain management specialist in town ! My Anthem won't cover any surgical stuff because I have Lantern. We didn't know any of this. Lantern will tell you how great they are and its BS ! DO NOT get hooked up with this scam. Reminds of the movie "The Rainmaker" and Great Benefits Insurance company.

Eli is a fantastic ambassador for Lantern. What a great way to begin a relationship. My doctor exceeded all expectations. To be honest, we had chosen a Duke doctor and were pretty far along when we got the Lantern material in the mail. We had never looked at (and wouldn't have) Emerge Ortho, but are now thrilled that you made the connection with a first-class doctor. The savings for us just keep piling up. Thanks!

ZERO stars. My husband's company took them on as a Surgery center for spinal surgery. I signed up before our insurance kicked in April 1st. When I tried to get into my account, it would switch to my husband's account! SO, I called and talked to a rep and got no results. I called again and got the IT guy who said he would escalate it to fix it. THEY DID NOTHING! I called 2 more times after my surgery and they still did nothing. All they had to do was delete my account and have me start over. They did not do that. This company wanted me to fly from mn to another state to get spinal surgery and fly back. Then, fly back to that state to have a follow up appointment! Thank goodness BCBS gave me a waiver to see my surgeon and get the surgery done asap. This company is not recommended to anyone from me. Worst experience ever. I can hardly wait until they are dropped as a surgery center from our insurance!

My doctor referred me to an orthopedic surgeon for neck issues. On Nov. 19th, my MRI was in and I saw him and he suggested surgery on Dec. 2nd. I had questions so I called SurgeryPlus, now Lantern, for surgical advice. They told me that I would have to go through them and could not use my referred doctor for the procedure. They said they would send me a list of doctors in "24-48 business hours" and I would have to start over with them. They never did send any list but they did ask if I looked over it. I immediately replied saying I never received any list and asked what email it was sent from. I received no further response from Lantern about it.

I contacted my HR to see what I could do and they were able to get me an exception to allow my soon surgery already scheduled to be done by my chosen doctor. I sent the information to the doctor, but unfortunately, the precert team contacted Lantern for approval. I got a phone call from Lantern on 11/21 telling me that my doctor called them an they "told them they weren't good enough." I told them I got an exception for him and they rudely demanded paperwork right then. I let them know that I would be contacting HR. I contacted HR, Collective Health, and my doctor and got the surgery back on the books for 12/2.

My experience with Lantern was atrocious and their behavior was completely unprofessional. I was, thankfully, helped by my HR team and Collective Health and was able to get the surgery I needed without them.

Despite my surgery being scheduled for November 14, Lantern failed to notify me that my insurance (Aetna) had denied coverage until I contacted them myself—just 10 days before surgery. By that point, I had already begun the strict pre-op requirements and made significant personal and financial preparations.

Communication breakdown: No proactive updates. I had to chase Lantern for answers.

Documentation errors: Aetna only received partial records, despite Lantern being responsible for submitting the full documentation. I had even updated my “Care Advocate” a month prior that I had completed the required sessions.

Failure to advocate: I personally tracked down Aetna’s Clinical Policy Bulletin and confirmed directly with their pre-authorization department that my documentation met requirements. I forwarded this information to Lantern—yet my “care advocate” did nothing with it.

Single point of failure: When I called Aetna last week, they had no record of any pre-authorization submission from Lantern. I was told Lantern has only one employee who communicates with Aetna about pre-auths—and that person does not speak to patients. This bottleneck means there is no accountability, no transparency, and no way for patients to verify or correct errors.

Lack of support: My surgery is still showing scheduled for 11/14, but after calling twice (11/05 and 11/07) to ask how to appeal the denial, I received no follow-up as of 11/10—far too late.

Impact: This left me stranded, stressed, and uncertain at a critical moment in my health journey.

Lantern’s role is supposed to be advocacy and guidance. Instead, I experienced silence, mismanagement, and a process so fragile that one unresponsive employee can derail everything. Patients deserve better than to discover insurance denials only after they’ve already prepared for surgery.

Bottom line: Lantern Care’s negligence eroded my trust. If you’re considering them as a company, be aware that you may be asking your employees to do all the chasing themselves—and at the worst possible time.

Terrible, I live in a major city and they can not provide anyone close to me at all. They gave me one option over and hour away and two more that were 4 hours away. This should be illegal to call this adequate viable doctors within my area.
THEY ARE NOT IN MY AREA!!!

I have had the worst experience with Lantern. Getting answers has been a complete nightmare. I chose a surgeon from the list of recommended providers (2 hours from my home) only to find out they did not have a contract with the facility they wanted to perform surgery. Lantern wanted me to have it at the outpatient center, but per the surgeon, that was not an option as I needed to be admitted. The surgery for August was scheduled in May for August. The day before surgery, lantern had still not approved it, so I paid a portion out of pocket so I wouldn’t need to cancel surgery. I hear it was approved, but now Anthem has already been billed. So, here I am 5 weeks post surgery, drowning in medical bills (not to mention the hotel costs of pre and post surgery visits, the gas, the extra cost of someone to care for my daughter while I was out of town). Getting reimbursed is a nightmare. This so called monetary incentive is nonexistent. Anytime I call, it’s someone will call you back or this is in process. So, to summarize, I’m still paying my maximum out of pocket plus hotels, gas, PT costs, antibiotic costs…it is more affordable to the patient to go local. This company only added stress and additional costs to my surgery.

Lantern apparently has ZERO back surgeons in the entire Philadelphia Metro region. Nor do they have a website where you can see a list of surgeons in their system.  The representative promised to send a list of 3 surgeons, the max. number they'll provide for a request, within 24 hours and it's now been almost 48 hours with no email or other contact/feedback.  They are terrible. 

Claim to have no surgeons in Sacremento area. Claim they work with the health care group I use but don't have any surgeons with them in their network. Will only send a couple at a time that are 3 hours or more away.
Set me up with low rated doctor, gave me wrong contact info and address. Obviously want to get money from my employer to provide a service and then make it difficult so as patients will seek other means for their care so Lantern won't have to pay out. All about commitment to top notch surgeons at low or no cost and making it easy on the patient? Yeah OK.