Sentara Health Plans is Broken
This review is about Sentara Health Plans. I have Marketplace health insurance with them. Sentara is surprisingly unable to perform even the most simple of tasks like correctly processing medical claims.I called them prior to a Dec 2025 ultrasound to see if it needed preauthorization; I was told it did not. Received an EOB that showed the claim was denied due to it not being preauthorized. I called and was told right away that it did not need preauth and that they would reprocess claim. I called back several weeks later as I had not received a revised EOB. I was told the claim had been paid in full and that my share was $0. I asked for a copy of the revised EOB and they said they would have to mail it and that I could not see it in their app as it was for a 2025 claim that was processed in 2026 which made little sense to me. A couple of weeks later, I receive what I think is the original EOB showing the procedure was denied as it needed preauth. I was livid and called. The rep said the claim was never reprocessed and that her colleague was confused about which claim to reprocess which is hard to understand as I specifically discussed the amount (larger than any other claim) and the health care provider (only bill from provider). The rep confirmed right away that there was an error as no preauth was needed. After I asked, she said she’d escalate my issue, quickly reprocess the claim and call me with an update. The last call was over a week and a half ago and it’s now been several months since the Dec 2025 procedure. This is beyond pitiful service.
Mitch
Poor Billing Practices
I became a member last year after losing employer healthcare coverage. After signing up and paying my initial premium, Sentara took the money out of my bank, but never applied the payment to my account. There is still an "unpaid" invoice for this exact amount, although again, they took the money. I had cancelled the plan for January, to change to a different one with Sentara during open enrollement for 2026. During the month of January, while having no insurance at all, I was still invoiced for a plan that I had cancelled. I am now receiving double billed invoices for my current plan, and am considering cancelling the insurance altogether. Trying to get in touch with customer support has been very long wait times, to be transferred to a different department multiple times with no answers. This entire experience with this provider has been nothing short of incredibly disappointing, to the point of almost feeling like I'm being scammed.
KH
Dr Valeria
Dr Valeria Bohrt Terceros is my Endocrinologist. I saw her today for my regular scheduled visit. She makes me feel so much better when I leave her office, than when I came in. I have a lot of health issues, but she says, we'll take one thing at a time. She will not just give me something to take without looking into every that may be not right for my situation. I respect her so much and trust her will my life. Her staff as well are kind and dedicated to doing a great job for their patients. Dr Valeria, keeps up with my PCP as well as with my Nephrologist (kidney specialist ). That makes me feel twice as sure that she's treating me completely. Thanks again for my doctor that gives 100 percent to her patients, Joy
Joy Hooks
Sentara Norfolk general hospital
Sentara Norfolk general hospital! Hospital is the dirtiest hospital I’ve ever seen ! I’m was in healthcare for 20 years and have never seen soooo much dirt in the corners on the base of equipment and lower surfaces as here!!! I refuse to ever go back there !I’m not interested in going to your website to fill out anything!! I did it here already!! Just clean your hospital and your reply isn’t necessary!!! Put more energy into cleaning the elevators and the individual rooms!!! You’re a joke to reply to my original post and ask me to reply on your website!! Get to cleaning!!
J S
Customer service does not exist
Customer service does not exist. When I call, after navigating through a complicated menu, wait times are given as 20 minutes or longer. Email goes unanswered. We never received policy ID cards, and my other family members do not show up on the account.
Andrew Kalukin
Customer service is non existent
Customer service is non existent , transferred over and over just to be hung up on twice long wait times. Was double charged couldn’t get any help and canceled plan still waiting on half of my money. I would rather be insurance less then deal with this company
Cole Yeatts
Unethical and professional, and they have no empathy some not all
Gupta the hospitalist got up set with me because I asked her if she consulted with my love one Doctor she stated we don’t talk to out side doctors then she got mad at my son because he told her they wasn’t sticking him for one unit of insulin, she got mad about that then she stated that the ER doctor stuck in his lip three times with Novacaine and he had all allergic reaction and infection in he originally had a cyst on his chin and the doctor drained it infection sent in next day he was admitted 5/25/2025 then the hospitalist said oh we gotta take x-rays. We gotta do all these labs. We got a call in the surgeon. Then she said we have to send you to another hospital like Princess Ann or Norfolk General Hospital then the next day she came and told my son oh it looks better and he look at her crazy and said you not ever gaveing me any thing it’s seeping pus then she got mad and left I filed a complaint with the hospital, advocate and emailed the CEO and told him all about it and send him pictures then about an hour later they send a Care partner in his room to let him know that they was gonna have to transfer him to Richmond Hospital shame on them they sloppy and if you don’t look out for your loved ones they die they also hold you hostage trust me. I know I worked at several hospitals seen it all the time, but that’s their norm. That’s what they do. They also lie to the nurses to lies. They’ll call the doctor and say that you combative and they knock you out for several days with Ativan. I’m speaking facts. I’m talking about what I know. And then when you wake up and they realize you don’t woke up, then give you some more and they really don’t care about. If you have any mental issues you hit that’s why I’m exposing them the way that I am.
Valerie
5460 Wesleyan Dr
5460 Wesleyan DrVirginia Beach, VA 23455United StatesThe worst practice manager that has ever come in to run this building. Staff complaining about her and my patients. She lies to the head department of Sentara to make it like she is doing her job while along everyone hates her. Making up lies and the department believes her. She will sabotage the building and blame it on us. Half of the staff is looking for new jobs. They better get rid of her before one day we open up and everyone has quit and don’t show up. Everyone scared to speak up because they rather find a new job and quit than no job and being fired. This practice manager has got to go. Patients starting to leave.
A McBride
Sentara Medicare HMO benefits is horrible. They put up roadblocks to getting benefits.
This is for Sentara Medicare. They are very scammy and unprofessional. They advertise many benefits in a misleading way and make them hard to obtain. For example, in 2025, there was a grocery benefit of $100 per month that is missing the qualifying conditions and form to complete on the Nationsbenefits website. They advertise a dental benefit of $2,500 through Delta Dental but then exclude x-rays, crowns, night guards, and sealants from coverage. The plan is only useful if you have a lot of money to spend on dental expenses or just want teeth pulled and replaced by traditional dentures. Then they make it hard to file a grievance by forcing you to leave a message just to talk to someone. Also the Modivcare transportation app is very buggy and doesn't work so it discourages using the transportation benefit.
Jeff K
Worst money hungry hospital ever
Worst money hungry hospital ever! I would rather die then go back to that crap hole!
Scott weaver
The Best!
The Best!! Had a recent concern on my lung and recieved the best, modern, compassionate care!!
Gary
