Senior Care Action Network Omdömen 

Longtime Medicare Advantage member enrolled in SCAN Balance (HMO C-SNP) in Orange County, CA. I'm enrolled in this Chronic Condition Special Needs Plan (C-SNP) due to several chronic conditions and disabilities, and I've been assigned a full Care Management team. After filing formal grievances over serious care coordination concerns, I received a dated, written letter (7/28/2026) from SCAN discouraging direct contact with executive leadership and directing all communication exclusively through Grievance and Appeals and Member Services.

For someone managing active chronic care coordination, being funneled away from direct contact and into a narrower set of administrative channels made an already difficult process harder to navigate.

Members should know that under 42 CFR § 422.564, Medicare Advantage plans are required to resolve grievances within 30 days (or 44 with a documented extension) and provide a written response. If those requirements aren't met, members have the right to escalate to CMS (1-800-MEDICARE) or their state DMHC.

Members should also know that federal disability protections may include both Section 504 of the Rehabilitation Act and Section 1557 of the Affordable Care Act (ACA), which prohibit disability discrimination by any program receiving federal financial assistance — including in the accessibility of communication, grievance processes, and care coordination. HHS has explained that Section 1557 includes disability protections that supplement Section 504, including protections involving effective communication, accessibility, and reasonable modifications. This is provided as general educational information for members, not as an allegation or legal conclusion that any specific action here violates either law; I'm not a lawyer, and members with concerns about their own circumstances may wish to consult qualified counsel or contact the HHS Office for Civil Rights.

My experience with grievance responsiveness has been deeply frustrating, and prospective members — especially those with complex, ongoing care needs considering a C-SNP plan — deserve to understand this before deciding to enroll.

Well there’s no point in rambling. I signed up this year because their Medicare Advabtage Plan was the highest rated in the Medicare.gov site but the experience is just a merry go round ‘n round ‘n round of pointless “messages” and phone calls. Nobody knows what they are doing or even saying.

FOR hearing aids they shunt all their hearing aid benefits to a company called Total Hearing that has local offices and gives free tests while supplying the hearing aid required.

Set up appointment but no reminder or follow through. Call Scan and msg Scan in my phone but just get run around merchandising mingled with apologetics and an address in Tucson even though I gave them my zip code here in Phoenix

TrustPilot has them reviewed at 2.9 but with only 25 reviews no responses. Thank god I’m healthy. Will have to wait it out till November. Read the other review. Everything she says aligns with my frustration and lost confidence. Avoid them. Even blue cross blue shield would be better. Taking my hearing to Costco.

I have been trying to sign up for the OTC benefits, but the site won't accept my info. Too, the OTC does not take you directly to a site to shop after signing in. It take you to a page with about 4 choices, non which work. I have called a few times and get passed from one person to the next, none can fix the problem, then they hang up on you.

For those who don't like to read long reviews, just STAY AWAY from SCAN, on another website which rhymes with help is just complaint after complaint about claims denied and in such a fashion that patient who already received services gets billed, people who had coverage for certain things and then found out unexpectedly that it was cancelled, whose cost of medication suddenly went up and then couldn't afford it and later became ill, transportation NOT showing up or EXTREMELY delayed, doctors dropping out of the network and even from providers who could not get patient info from them and absolutely NO response to multiple calls, emails etc. Instead of you, the reader, adding to the litany of complaints that do little but make people stay away, so if you want advice about joining you can stop here but if you are unhappy with them and want to do something about them read on and I will tell you how, perhaps we can put this insensitive, incompetent, inept (like alliteration LOL) company out of business.

If you google Navex Global this is where you report ethics violation (by law every large company has to use one) for unethical behavior, which can include sales people lying and just in general NOT honoring all the benefits outlined in their terms and condition (examples all mentioned) which according to multiple complaints they aren't. I think these complaints through Navex are reported to the government but I know for SURE that you will get a response from SCAM (oops Freudian slip) even if previously they ignored you.

I would be somewhat wary of giving a oral complaint to the ethics employee because my call was disconnected (the first employee, unlike the two I called for a follow up to see if my report could be retrieved so I wouldn't have to repeat everything WAS nice and I was polite so did not think he hung up on me) and though reassured me that they were a neutral third party, felt writing is better as you don't know how the ethics person will put it down so telling everyone who wants to write a negative review to not only to file a report with Navex, but also IMPORTANT to file a formal complaint on the Medicare site and is not something like an errant package not being delivered, their behavior may result in the death or sickness of a loved one and they should be put out of business. I mention the package because a company called OnTrac had a terrible reputation and a reviewer wrote maybe they are trying to be the worst package delivery company in the world which must be some kind of accomplishment and maybe Scan is trying to do that with their so called health insurance plan.

Despite my unhappy experience with them of their employees not knowing hot to navigate their OWN website to find an answer (a lovely agent who was the only one who DID try to help said maybe the THREE agents that did not know how to find the answer, forgot how to find it because they didn't do it often, unbelievable-do they have the common sense to ASK someone how to do it rather than lie and say you had to be a member to find out??) since it was not life threatening I STILL considered joining Scan because of the massage benefit, thank God, no thank the disgruntled patients for your honest and candid reviews and I hope you all write to those agencies instead of just here so something CAN be done to stop them!

The only downside is that as a Medi-care plan, they can NOT be sued (I checked on that) despite illnesses or deaths caused by their bad behavior. They should put more money in paying their claims than their cute commercials. Don't just change your Medicare company so someone else suffers but report them to those agencies unfortunately as they are Medi-care VERY difficult to find law firm that will have a class action suit against them.