First off, I have to remember that my anthem health insurance uses an app called Sydney. Just publish two apps, I don’t care that some other insurance provider uses the same one. This isn’t the only app to do this but it’s annoying every time conglomerates do this, the brand of your chatbot does not matter to me, my health insurance company name does. It’s a small, but meaningful add to the user’s cognitive load every time you have to interact with the app. Secondly, the “Sydney” chat is just a search box but slower and with more menu navigation. There is no excuse to ship a chat-style experience in 2025 without any actual AI functionality here. If your request doesn’t fit the rigid flows they have built, it has to be handled by a human. The chat interface adds negative value here. Beyond this, the app itself is very mediocre. It’s not completely functionally broken like some of the other apps I’ve used, but no care has been spent on the interactions or flows, just menus on menus with odd loading spinners everywhere and clicking this button inexplicably takes you to the top of the page, etc. It’s a legacy website shoved into mobile, built by a team that only focuses on functional requirements. This is par for the course in the medical space, but there are companies that do this much better, there’s no real excuse for it other than hubris and laziness. No clue how this landed a 4.8 average.

I loved the Anthem website and used it all the time for Bill Pay with my HSA account. I downloaded this app and now it has taken 3 calls to Customer Service to get this basic task done. I needed to ‘pay myself’ with my HSA to resolve a balance this week with a provider so I can have a procedure done. I went through the normal steps on Friday January 10th. I log in yesterday and it says it was denied although I had more than enough in there. I tried it again, same transaction. Got all the way to the end screen saying “submitted”. Checked back about an hour later (typically when I do this, it takes the funds out of my balance within seconds), funds were all still there. I look in pending transactions and my recent bill pay submission isn’t there. I waited and checked back today- it’s like it never happened. This app allows you to go all the way to the submit screen, submit it, tells you you’re all set, but meanwhile is doing absolutely nothing. I called customer service and they were dumbfounded, telling me “oh if it said you submitted it then you did but I don’t see it here. Can you do it on the phone with me now? It should show up in real time.” I go through all of the steps for a third time, nothing shows up. No pending transaction. I have no HSA card or time to wait for one to be sent so I may have to move my procedure because of this weird glitch where it won’t let me do a basic task.

pointless tele health appointments due to your platforms inability to properly inform patients about what can and what’s can’t be serviced and waste of time AI symptoms reporter you’re required to do but doesn’t relate info to doctor or funnel into any “this can’t be serviced” (for a previous non life threatening non emergency non controlled substance issue - ) before you pay and have an appointment. No “here’s a list of what we can’t do” either which would prevent wasting time especially when you know exactly what you need support with. Feels like a money trap because KHealth is an external provider that is provided by Sydney as the only telehealth option and payment is taken after the lengthy AI intake but before you actually know what can or can’t be serviced. The app not relating symptoms entered to doctor & not being detailed on what can/what can’t be supported via telehealth doctor beyond “if you’re bleeding out go to the hospital” is a waste of patient time, a waste of physician time and a waste of resources. This app is not a free service and needs to do better or not give it as an option especially when it’s presented as a way to save time when it’s clearly not.