Sydney Health Customer Service

Sydney Health Positive Reviews

App declined in qualityI am a frequent user of the Sydney health app, and I have used maybe 2 other health insurance sponsored apps in the past. It’s been a while, but while Sydney was my favorite, this past time using it was frustrating to say the least. Since I believe that the app will be fixed and returned to its 5 star glory eventually, I have rated it 2 stars. My issues are as follows: The minimalist login interface is confusing. The only options are “Create Account” and “Sign in with another account”. Sometimes, it will Face ID me and work immediately. Most of the time, I have a blue page with my user I’d partly visible and need to tap the user ID to trigger the app to read my face. Minor issue, but nonetheless an issue. The biggest gripe I have is the new confusing layout of the medications. First off, I was unable to reorder a prescription from the doctor through the app this time because after I completed the form, it would highlight a missed entry that is either invisible or non-existent. Therefore, I had to call the doctor and have them phone it in. The prescription page also says “no prescriptions ordered in the last 6 months” when in fact I have received 3. The automated text went to the iMessage “unknown number” category and was not viewable, so I relied on this app to see if the medication was sent. It was, but the app didn’t show it. It’s in the mail, but I had to call my doctor to get a prescription filled in store since I was under the assumption that I would run out of meds. Please make the past meds pop up in a timeline immediately when entering the prescription section. Not sure why the app went from easy to use to convoluted and buggy, but I’m just letting you and the users know..Brandini weenieVersion: 5.9.0

Helpful but frustratingI love the idea of this app, but there are big problems. 1) if you want to chat with a doctor, you wait for hours and then if you are in the middle of something when it is your turn, you lose your opportunity. The time predictor is wildly inaccurate by hours. And because of the way it notifies you (see more about that later) you might not even get a timely chance to join the doctor in the app for the appointment. 2) the doctors depend heavily on the camera app, which is horrible. My phone has 4 cameras, but there is no way to switch to the zoom or wide angle camera and there is no way to force the flash. Even if you have somebody else to take a photo for you, and even if they have a flashlight to sub for the flash, it can still be impossible to get a photo that is meaningful to the doctor. 3) there are numerous dead end screens when there is no way to exit a screen other than by closing the app and starting over. 4) when a new message comes in from your doctor, they text your emergency contact instead of you. 5) messages are terribly delayed in the app. The doctor sends you a response, your emergency contact gets a text, and 15-30 minutes later, the message shows up in your app. 6) this means that you may spend days instead of minutes communicating with the doctor and waiting to see if they can help - the whole time, you are not feeling well and the cure could be minutes away if you could just have a few moments of prompt communication. 7) the symptom checker isn’t great. If you type something in that it doesn’t recognize, there is no way to register that symptom. You end up abandoning symptoms that the app doesn’t recognize. Some of the follow up questions have possible answers that are not listed. 8) after your visit, you are asked how it went. The doctor was okay, but the app was frustrating - but that’s also not a feedback option..Go4bachVersion: 4.12.0

Fantastic & User FriendlySydney Health is an upgrade to the Anthem Anywhere App. It’s streamlined and interactive. It can be used at home or on-the-go and with the cute little Sydney interactive helper it makes the app kind of fun to use too. Anthem BCBS has definitely taken consumer feedback and improved their product. If your plan comes with pharmacy then the pharmacy is right there and you can order your scripts through the app as well as set up your auto refill/auto pay. You can save your payment information, view and print your ID card as well as fax or email a copy of your card to your doctor’s office BEFORE you arrive for your appointment. Finding a doctor is easy, searching claims is easy as well as keeping track of your deductible and out of pocket totals for the year. It’s got everything. I highly recommend the app..JMATT79Version: 2.6.1

Easiest way to find in-network careThis app is easy to navigate. I haven’t tried calling any offices to confirm they are in fact in-network; when I do, if there are inaccuracies I’ll revisit this review. One helpful category I wish the app listed is the medical center for which each doctor works. For example, my group of doctors are all under Sutter Health; my records, appoints, after-care summaries, medications, etc. are kept in MyHealth app making it easy for me and my different doctors to see and review. It would be a dream if, when looking for a new doctor, this app listed whether they were in-network and Sutter Health providers. I really appreciate this list of care providers in my network, though, especially therapists, which have tedious to find in my experience..B..f.Version: 5.1.0

More information should be included in the appThe app it doesn't have details on coverage. You can't find out exactly what is it or is not covered, the amount of coinsurance and co-pays etc. You have to instead go to the full website to get that information. I wish the app had everything and I didn't have to visit the full website so frequently. Also, when searching for care through the app it does tell you who is in network but it does not tell you if they require a referral or a prior authorization. Again you have to go to the full website to get that information. I found this out the hard way when I found an acupuncturist through the app, after my appointment and she told me that her service was not covered by my insurance. I thought that was strange because I had found her through the app, but come to find out I need prior authorization to do acupuncture. I think this could be improved..LauraLaine02Version: 3.4.0

Pretty handyThis app is pretty handy and intuitive. One thing that was quite confusing early on however was we downloaded the app as soon as we received our insurance cards in the mail (a few weeks prior to our coverage starting). It showed our insurance card in the app and it seemed normal, however whenever I would search for ANY type of provider it showed there were none in my network. After a considerable effort spent by myself and my coworkers, we discovered that the search worked fine if we did it from the website. Ultimately it turned out that the app would not work prior to our coverage starting. It was quite frustrating and wish either the app would be updated or, at a minimum, the paperwork would’ve told us not to use the app until the first day of coverage..HokieinotownVersion: 4.14.0

Mostly WorksWhen the claim submission process actually works, it’s easy, efficient, and effortless! But when it doesn’t, it is so incredibly frustrating— and it doesn’t seem to work often. I have been trying to submit a claim for two days now, and every time it throws a generic “something is broken, please give us time to fix it and try again later” error. The last time I tried submitting a claim, I got this error for a week before I was able to submit a claim- the help desk couldn’t do anything to help me, I just had to wait. How often is the claim submission process down? What is broken month after month after month? I don’t understand how such a vital feature can be so consistently broken..KV - reviewVersion: 6.8.1

Never rely on this AppThis app is capricious and stupid me times doesn’t even want to show my ID card, making it impossible to rely on the digital card. Take a screenshot if you are fortunate enough to find it working. At least then you will have a record of your card at offices. The digital card doesn’t work for digital checkin at Quest anyway. The next problem is w remote doctor appointments. I’ve tried this 4 times now. 3/4 times the doctor and I couldn’t connect using the app after I waited for 30 minutes in the digital cue. Then I tried to get in the cue again, only to have it not work again. In short, when ill, this app let me down again and again. Our healthcare system is broken.Broken and worse than nothingVersion: 7.5.0

Notification won’t go away (fixed)I’m someone who hates having notification bubbles on my apps but I need them so I know if I have any tasks. There’s a notification bubble that won’t go away despite there being no tasks to complete and I’ve tried tuning my phone off and on again and even uninstalling and reinstalling the app and as soon as I sign in the notification stays. Please fix Update They contacted me and asked for proof of the issue and never followed up. It’s been months. Still not fixed so I deleted the app It took them a long time to fix it but they finally resolved it. Still not super happy with how long it took but I’m glad I can have the app downloaded again.Alex_is_foxVersion: 7.5.3

❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️Navigating healthcare can often feel like trying to read a map in a language you don’t understand. But the Sydney Health app from Anthem Blue Cross Blue Shield? It’s like having a translator, a guide, and a personal assistant all rolled into one. From the very first time I opened the app, I was blown away by its intuitive design. Everything is laid out so clearly—your benefits, claims, and even a snapshot of your current coverage—right there at your fingertips. No more digging through endless paperwork or waiting on hold for answers. Sydney gives you clarity and control when you need it most. What truly sets this app apart, though, is how personal it feels. Need to check a claim? It’s done in seconds. Forgot your member ID card at home? No problem—there’s a digital version always ready. Have a question about your plan or need guidance? The chat feature connects you with real, helpful support that never leaves you feeling like just another policy number. But Sydney doesn’t stop at convenience. It’s also proactive about your health. With its wellness tools, personalized recommendations, and reminders, I’ve felt more empowered to take charge of my well-being. Whether it’s finding a nearby doctor or tracking my progress toward health goals, the app keeps me engaged and informed in ways I never thought possible. Anthem Blue Cross Blue Shield and the Sydney Health app have made navigating healthcare feel less like a chore and more like a collaboration. For someone like me, who’s had their share of struggles with the healthcare system, this app has been nothing short of a game changer. It’s not just an app—it’s a lifeline. Thank you, Sydney Health, for turning what once felt overwhelming into something manageable, empowering, and even inspiring. You’ve been so good to me, and I’m genuinely grateful.. Lucky to have Anthem..Chachi⚡️MatoochVersion: 8.5.0

Extremely quick info at your fingertipsI love this Sidney App because it lets me immediately access all my pertinent personal information, treatment plan options, membership details and prescription history at the touch of my fingers! It’s very easy to use and extremely empowering. And if I cannot find something, I can quickly open a chat with a representative who answers my questions quickly and accurately. I’ve used this chat before and I really like it. You don’t have to be a computer genius to get all the benefits of this app. Just dig in and explore! You’ll be amazed at how much information to which you’ll have access!.The Brad HatterVersion: 7.2.0

Great AppI have used this app since it’s inception. In the beginning, it was not very useful, but it has evolved into a great tool. Pros: You can check premium due, pay premium, check claims, pay out of pocket costs, check preauthorizations and track out of pocket costs. You can do the basics like view and print ID cards and view benefit book. Cons: The Sydney virtual chat icon on the bottom right is so annoying. It often blocks needed info that I specifically went into the app to check, but I CANNOT SEE THE INFO BECAUSE THE DUMB BLUE ICON AND BOX IS IN THE WAY and there is no way to totally get rid of it. PLEASE change this next update. Honestly, using that part of the app (the Sydney virtual chat icon) is a time waster because it rarely helps me anyway..Grand Highlander GalVersion: 8.7.0

Horrible App with Issues!I am completely frustrated with the Sydney Health App. The app downloads to my Iphone and tries to open when I click in it;however it will not open so I can login to my account. I contacted Anthem and was advised to delete the app and reinstall it. I have installed, deleted and reinstalled the app several times and it still will not load or open. P.S. I do not have any type of issues with any other apps I download to my Iphone which is a clear indicator that there is a problem with the Sydney app not my Iphone! It would be nice if someone could fix this bug so I will be able to fully utilize all my Anthem benefits..Sydney Health AppVersion: 4.13.0

Good appSo far it’s a pretty decent app. It’s nice using the health dashboard and getting little tips on health and fitness. And being rewarded for being active and healthy as well. The reason I gave it 4 starts is because there is a feature where you can speak with a doctor over video chat, but every time I tried using the link to connect to one it would not work. Luckily I was able to see a doctor the next day, but with kids and the longer waiting time it takes to see doctors lately, it would have been very nice to have had access to video chatting with a doctor online. So hopefully in the future that feature of the app with be fixed and able for me to use if needed..TontibVersion: 5.1.1

Worst customer serviceI tried to use the telehealth with Sydney Health and it is a joke! I was charged for a visit I never had and no one will refund my credit card. I can’t get anyone competent on the phone or to respond to email. Calls drop and no one calls you back! I have been trying for over a week, spending hours on this issue. Also, spent more time trying to get a school excuse for my child’s diagnosis. Apparently, Sydney Health runs telechats and LiveHealth runs teleconference and KHealth also refund live video conference and none of them are responsible for my refund or the school excuse. Don’t waste your time here!.ShatvsVersion: 5.9.1

My impressions after first use of S/W on iPad... immatureScreen rotation - Not supported. Only portrait mode. Not good when using a keyboard. Login screen - I need to context switch to pick up name and password from my pwd manager. Tool prevents context switching from keyboard (cmd+tab). When context switching with home button, this app deletes anything typed into name and password fields. This forces me to type name and password, which is not at all secure, as people can see what you are typing if you are in public. Plan Usage Screen - Some silly little symbol (Sydney ?) on lower right corner of screen is covering the last entry under Claims. Plan Usage Screen - Claims Screen - Lack of useful information. There are $ amounts with no description. Context Switching away from the app for a couple seconds results in a forced-logged out. Buttons pop up in arbitrary and inconsistent places. For example, I had an error messages appear at bottom of screen. To cancel out of it and make any forward progress, I had to hit a little cancel button that appears at the top/center of the screen. What is this Whack-a-mole ? The web site works better..JAHO2011Version: 3.1.0

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Sydney Health Negative Reviews

I resent this app so muchFirst 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..TelepheedianVersion: 9.6.0

HSA Glitches All DayI 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..MicaylaebVersion: 2.0.2

I was instructed to falsify documents to receive rewardsI completed 100+ dollars worth of items that translate into rewards. They pay for having certain preventative tests performed. When I didn't receive credit for the testing, I contacted Sydney. I was asked to call a vendor who handles the rewards. Mobile Health Consumer (MHC). After explaining what happened I was advised to download a waiver and complete it, sign it, and then have my doctor do the same. One for each test that I wasn't credited. Five in total. I was advised to do this because Medicare was the payor. Upon reading the waiver, I told them I couldn't/wouldn't sign it and I certainly wasn't going to ask my doctor to do it either. I had the tests and the waiver reads that I could not have the tests because it was, “…Unreasonably difficult to complete the wellness program because of a medical condition; and/or 2) …Medically inadvisable to complete the wellness program.” I said falsifying insurance documents was a crime. MHC didn't seem to care so I contacted Sydney again and was advised to do the same. Why would two companies think my doctor and I would falsify documents just so I could get a gift card?!? I'm flabbergasted. I told them, “If I can't receive the rewards because Medicare paid, ok. However, advising me and my doctor to falsify multiple insurance documents to get a gift card is crazy!” It's just a gift card why would we commit 5 counts of what I am sure still constitutes insurance fraud even if it's just for a rewards program?.AmemiekoVersion: 7.5.1

NightmareI carry Anthem Blue Cross Blue Shield for my entire family and have for several years, despite the extremely high premiums. The cost alone is frustrating, but the real issue has been accessing claims information and Explanation of Benefits (EOBs). Each time I receive an email notification about a new EOB, it shows the patient’s name and my financial responsibility, which is often nearly the full amount out of pocket. However, when I try to view the full details, I’m redirected to the Anthem website or the Sydney Health app. Almost every single time, I receive an error message along with a phone number to call. To be clear, I am properly registered and have accessed the site before. The problem is ongoing technical failure. Over the past three years, I’ve attempted to log in roughly ten times, and only twice was I actually able to access what I needed. All I’m trying to obtain is a copy of the EOB for reimbursement from my FSA account. It shouldn’t be this difficult. This experience has been incredibly frustrating. The app and website are unreliable, and the lack of consistent access is unacceptable. At this point, I would genuinely prefer going back to paper EOBs and mailing everything in. If I could rate the app a negative 100, I would. Best of luck to anyone trying to make any real progress using Anthem..Lawson-91Version: 9.9.1

Telehealth fails 90% of the timeThe app doesn’t refresh accurately on iPhone or iPad. I waited one night and With 8 people ahead of me according to the app. Waited and got a text that said return to the app I’m next in line or they’re reviewing my information. And nothing happened. For an hour. So I was also logged out several times “for my security” I tried again. Now there’s 12 ahead of me. Fine. I commit. Then I notice the same thing happening as before. So, I navigate away and come back to the request an appointment page. Which then goes straight to the virtual waiting room and, lo and behold, there’s 4 ahead of me. So I start navigating away and returning back periodically, about every three minutes. This is the ONLY WAY I can make the app refresh. It it doesn’t end there. No. What do you think happened when I was texted to return to app? The same thing. No refresh. I’d try a few times and severely times I had to get back at the end of the line. Until finally, five hours later, I get into a virtual visit. The dr said my information shows up several times. But when they try to connect, “no one ever shows up”. I guarantee you, I was sitting there staring at the screen. I was struggling from Covid and needed someone to help. This app is terrible for that function. Terrible..PJ AbeytaVersion: 6.2.1

Confusing notifications, data, and customer service, loginLogin doesn’t use biometrics - why? The app has been updated so it’s better, but the communications are confusing. I placed 1 order using the screen that shows 3 prescriptions available for refill, and I get 3 text messages thanking me for my refill request, 3 texts saying it’s too early to refill, 2 saying the order (2 of 3 of the rxes I think? It’s hard to tell in the app) is on the way, then 2 more saying an rx is ready for refill but not which one. Then I log in and see the refill which was too soon to order being in the “ready to refill” screen again so I place another order for 4 rxs and this time I get 3 emails at the same time saying they received my refill request, then 5 emails within 3 minutes with some duplicate and some conflicting information - some of the medication I ordered is again too early to refill but it’s also on the way. Thankfully the emails contain the first three letters of the medication name unlike the texts. When I use the chat feature to talk to a pharmacist, they told me they are unable to look up my account and I need to make a phone call. Not calling. Similarly, when I messaged to follow up on a technical support problem (receiving USPS mail after opting in to electronic communications twice), the person said that I have reached the technical support helpdesk and that I need to make a phone call instead. When I call the number in the app, I get someone who asks for all my information and then after some time, says my account is special and she has to transfer me to someone else who starts by apologizing for asking for the same information. Fun fact - when you inadvertently order in advance and you call to cancel that order, you won’t be able to order again without calling..JulesagogoVersion: 9.6.1

Tele health option is pointless & waste of timePointless 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..Mary Poffenroth, Ph.D.Version: 7.2.0

Just horribleTried using the chat with a doctor feature a few weeks back. The robot asks a bunch of questions, asks for your credit card information, then directs you into a meaningless void where nothing takes place or crashes, sometimes both. Then the process repeats. For maximum fun, it charged me for the privilege of being angry at a robot while trying to find healthcare. I called Anthem for support and I am now on call number 2, over an hour in, 2 ish hours combined between 4 people in 3 different departments and we have yet to agree on whether the Sydney app can charge patients in the first place. Does Anthem know they have an app? If so, the people answering the phone to help troubleshoot/refund for the app not working should: A: know how the app works, B: know how to handle customer service calls for the app, C: know they have an app called Sydney that can charge patients for “services”. I honestly would have chalked this up to “company started a tech initiative they can’t/don’t know how to support” thing all healthcare providers are up to these days if the customer service wasn’t sooooooooo baaaaad. Don’t use it if you can avoid it. Would probably be easier to communicate with Anthem via messenger pigeon or *insert outmoded communication method here*..Patrick McCuskerVersion: 4.15.1

Extremely outdated and glitchy auto-pay, and unable to access the one time payment option.Have had auto-pay working fine for a few months, then switched from one bank card to another. Whenever it would pull from my account, it would take DAYS to finally show up, which almost caused me to miss my bill twice because I wasn’t sure if my payment went through. When I have tried to make a one time payment, I could not find it anywhere on the app. I asked the chat-bot and it just redirected me back to the “pay plan premium” page, although there was nowhere to pay the plan premium, only to set up auto pay. Over 1 year ago, people online had said the only way to make a one time payment was through the chatbot, which seems to not be possible anymore. I tried multiple times phrased differently, and got the same result. Please fix this glitch, I know multiple friends who have lost their insurance due to auto pay issues. It would be nice for a feature to pay future bills in advance to avoid this situation altogether. It almost seems like the developers want people to miss their bills… makes you think.Abbbrr juVersion: 9.9.1

App is absolutely terrible for managing prescriptionsIt’s truly awful. I have to always end up calling Pharmacy Services to fix whatever is happening. This time (and there have been many times there have been issues), I wanted to refill a prescription. The only choice is in the app is “enroll in auto renew and refill,” which I did - a week ago. That entire day, the prescription was not showing up under my orders. The message there states, “don’t see your order? If you don’t see it here, we are processing it” I checked back in the app during the week and the order was still not showing up. I called pharmacy services today, a week later, and they said I didn’t have an order. They processed my order and it will be 5-7 days. To get it sooner, I have to pay $30 for expedited shipping. They provided me with the phone number for Sydney app tech-support. When I called them to report what happened they asked for a screenshot showing that my prescription is not in my orders in the app so they could submit a ticket to IT. It IS showing up under my orders today, because pharmacy services actually ordered it!! I am giving up on the app now..HjustVersion: 8.9.0

Needs serious workI generally like the idea of an app that manages your whole insurance experience. There are elements of the app I like, but it’s extremely difficult to navigate. For example, the back button doesn’t just take you to the previous page, it takes you all the way back to the beginning. There is no way to access the rewards page except through your messages about them. The pharmacy portion is almost impossible to navigate and complete simple tasks, such as paying a bill and refilling a prescription. Even the simple task of calling customer service is made more difficult because the phone number on the digital card sends you to a scam number and the button in the app doesn’t connect- you have to retype the whole number into the keypad because it doesn’t have a 1 in front of it. I used to be required to use the mail in pharmacy, but we are not required to anymore. I stuck with it for the convenience, but now I’m switching completely to a local pharmacy, because I’m so fed up with this app..Elysianfields13Version: 8.2.0

Virtual Care doesn’t work, tech help is no helpI’ve had anthem insurance for about a year and have not been able to get to a doctor or use this virtual health system since switching insurance. I’ve tried several times over the year to use their virtual health system and every time it’s mission impossible because the app glitches or crashes, and then when I call tech help they tell me the same things that never work — delete the app, log out and log back in, try on the browser, try a different app. I’ve tried it all and still haven’t been able to use this feature or this app. The tech help is rude and is of no help at all. I spoke to the supervisor who again was no help at all, and told me the same “troubleshooting” that didn’t work several times over the year and still doesn’t work now. There’s no point for me to be paying hundreds of dollars for an insurance I can’t use and an app that doesn’t work. It’s people’s health on the line, if you’re going to promote virtual help at least make sure it works. 👎🏻.Liz SaeunVersion: 9.0.0

Security Q&A … Still?In this day and age of proven, robust, and convenient technology like Passkeys or authenticator apps from Microsoft, Google, Authy, 2FAS, iCloud Keychain, etc., and given the duty to protect medical records imposed by HIPAA, the current process of creating Q&A as part of registering and logging in needs to be reevaluated. More importantly, despite following the requirements – allowed symbols, (too short) character max, etc. – the Security Q&A process keeps rejecting my attempts to create them, as required: this design could be improved and it is not seamless nor convenient during the registration process. Additionally, there does not seem to be a process to update it, and because the Q&A is just as vulnerable – if not more so thanks to social media and ubiquity of information- and records-gathering electronically – as the chosen password. If Target, CVS, and Google is able to implement and rely on it for logins, I think it would be a great idea if more medical and financial records apps, like Sydney Health, implemented Passkeys and (NOT SMS) 2FA / MFA..AmjiceVersion: 8.0.0

Absolute scamI tried doing a virtual visit for an ear infection. Instead of getting any actual treatment I was told that there was nothing that could be done as I did not have an otoscope at home nor did I have the ability to provide photos of the inside of my ear. I paid to have a doctor tell me in under 5 minutes they can't do anything, and there was no indication that I'd need any kind of medical equipment or ridiculous prerequisites during the symptom check. If there is even the slightest indication that you'd need anything of the sort I'd prefer to be told before paying, only to essentially have money stolen from me as there was no service provided. I had to sit in the parking lot of an actual urgent care on the phone with whoever I was passed along to next for over an hour just to get to someone who had an inkling of how to respond. Really pathetic. They take your money and give you the runaround about how to get a refund. I'll dispute the transaction with my bank but these bloodsuckers will keep at it I'm sure..TjiggaVersion: 6.4.0

Video Visit BuggyThe video visit feature is buggy. When I initially clicked on it, it crashed. It finally allowed me to proceed on the third attempt. At that point. I was asked to enter my email address – it didn’t pass via API. When I entered my email address and clicked the button to proceed, I received a pop-up that asked me if I wanted to discard my data. It would only proceed if I clicked yes. When I finally advanced to the scheduling screen, it said it couldn’t verify my plan. Alright, lots of issues here, but this is what happens when you run a release without testing. Also, I later found out this is just LiveHealth framed into the Sydney app. It would be a MUCH better user experience to just use the LiveHealth app directly - especially if user information doesn’t pass via api and the user has to re-enter. Right now, it just feels like a broken system. Framing it in is obviously buggy. As a user, I’d much rather be told to just download the LiveHealth App. I get the branding angle here, but it’s not working..LABeachGuyVersion: 5.1.1

BEYOND Annoying!!You get 1 star for three reasons: 1) Why on God’s green earth are you called “Sydney Health” when we are Anthem members in Los Angeles?!?! To get the Anthem app loaded, I had to first figure out that you were called some random name that seems to have ZERO connection to your branding that I’ve ever heard of? Fire the person that decided that idiocy! 2) Fire the App Developer that FAILED to realize that a LOT of us use our iPad’s for dealing with these kinds of apps, as many of these apps require a LOT of typing - and it’s FAR easier to use the iPad connected to its keyboard. Instead, you idiots have created an app that will NOT change orientation, so it is UNUSABLE with an iPad. So you would get ZERO stars for that! 3) you offer virtual visits, great. BUT your app and your virtual “help” will NOT tell us what the pricing will be on scheduling a virtual visit. Nor does it have any clue what we are asking for when searching for any variation of “what is cost/copay for virtual doctor visit”. Ridiculous. Useless app. Fire the lot of you!.Bway guyVersion: 4.11.0

Always requires one-time password, search filters aren’t consistent or correctHealthcare is hard enough to navigate when you actually have a doctor- this app certainly doesn’t make things easier in finding one. Even when I’m actively using the app, but switching between other apps, it’ll log me out every 5 minutes or so & never “remembers” my device, always requiring a one-time password when using face recognition to log back in. And my search is reset & I can’t revisit previous searches. Sometimes there isn’t a gender filter or accepting-new-patients filter which are both pretty standard & important. I can rarely narrow down what kind of specialty I want & get almost no valuable information on providers from their profiles, always have to google search in addition. And their pcp filter just plain doesn’t help at all, I’ve had multiple doctors come up only to find they definitely don’t act as pcps when calling their office..VavavictoriahhVersion: 6.2.1

Remote appointments haven’t workedI’ve tried to conduct three online video appointments so far and have had three fails. The first time I was attempting to connect to the video visit, tried several times, thankfully the doctor just called me. I was at home with a strong stable connection. Second time the audio would not work on my phone though I had my settings as instructed, on my home Wi-Fi. The doctor called me, again, thankfully. The third time I was trying and trying to join the visit, and it never did connect. No phone call this time. It is very frustrating because a virtual visit does save drive and waiting time, but if only the app would work as it is supposed to that would be great. But my time was wasted and I am still dealing with a health issue that I missed care for today because the application does not work as intended. I can see my test results however, so a star for that..VixenbootsVersion: 5.9.1

THE ABSOLUTE WORST APP!!!This app is the ABSOLUTE WORST!! Many of the 5 stars reviews here are fake, beware. I am a new member and cannot see my imported data after transferring it (visible on myFHR only), cannot chat with tech support, cannot contact doctors (and they won’t reach back when you leave messages), impossible to have a telehealth appointment. It’s been a nightmare and it’s scary to think I may not be able to get my prescription refilled and necessary care because my medical record is not updating on Sydney, and I can’t speak with anyone. All I leep on getting are error messages stating “Something went wrong”. There’s no way to o fix this, not even after uninstalling/reinstalling the app and restarting the phone. And no, this is NOT a phone problem because my spouse is also experiencing the same issue on a different phone. Thinking about possible legal actions and who to contact in California to have this properly investigated and the developers forced to fix this asap..::LM::Version: 7.5.1

Irritated and going back to a paper card.It’s nice that Anthem is trying new ideas, but this is one of the worst user interfaces I’ve ever seen, and it’s very frustrating to use or guess what to do next. First, I have no interest in having a conversation with an app. There are a strictly limited number of things this app needs to do: show me my ID card, show me my claims and pharmacy info, show me what I owe and give me a way to pay it without switching to another app, and request a callback to handle anything more complicated. KISS design needs 4 buttons to do the above. The ID card function needs to store the card locally so you don’t have to be constantly connected to show some office admin your current insurance info. This version makes me guess what a not very well trained AI is looking for and then have an extended discussion with the app to get any useful information while you’re standing at a window. Suggestion for developers: make a point to stand on one leg with crutches and no weight allowed on the other foot, or put your arm in a sling with nothing to hang onto while trying to find your ID card without assistance; you’ll get the picture quickly why that this app is not an improvement. Automatic fail if you fall or unbalance yourself - and then we’ll talk. The previous version was simple to operate and it worked far better. I’ll use this one since I’m forced to, but you need to rethink the design..Dboyes99Version: 2.2.0

Ms FrecklesI had such high hopes for this app, as I used to have My Chart through Hoag medical which was absolutely amazing! I could do everything through the app! However, the Sydney app has not been helpful for me at all (other than having a virtual ID card)! I needed to go to urgent care and went to three separate ones listed on the app that said were in my network. However, upon arriving and driving for over an hour back and forth-none of them were in my medical group. I finally called and had someone help me. I just wish that it was more personalized and that finding care/doctors within my own medical group were listed. Otherwise, I have to search through over 100’s of different ones and call to see if they’re in my medical group! It’s just easier to just call and wait to speak with someone directly- otherwise it is going to be very time-consuming. I wish I would’ve stuck with Hoag!.Ms Freckles 25Version: 8.8.1

Won’t Show Provider’sI like my privacy and don’t allow apps to have and share my location fully. So I typically will select ‘Allow Once’ when I open the app and am questioned about sharing my location. That being said the app crashes every time I look for providers. A basic function of the app is not afforded you unless you select allow the app to know your location at any time. It’s none of your business where I grocery shop or where I travel! Design an app that works on its basic function with all sensibilities of privacy! And before you say delete the app and reload it then it will work - try asking or caring about your user enough to find out if they’ve tried that. And it still doesn’t work. Heath app. Not a Health Care app. Useless as you have to use the website anyway. So the app is simply designed to gain sellable information from their unwitting clients. Use at your own risk..A J officeVersion: 5.5.0

Doesn’t have all the info I needI’m not really interested in talking to this app. Yes I can see my insurance card and my current medical claims but I cannot see anything about my dental plan at all. The old app used to have both my medical and dental information. It provides the plan benefits but not the actual claims. We used it for dental so I know it should show up there by now. Also, when I search for care and cost finder, my dentist doesn’t even show up. I was just trying to find her information and I found her before on the old app but now it’s no results found. Also, I have something like a stipend that my job gives me and the old app used to show this and this app doesn’t show it. I get a lot of contact the hotline messages over information I had access to with the old app. I’d prefer to use the old app. I might as well just use the actual card and call the number since that’s what it tells me anyway. I hope this app improves..CLRV99Version: 3.1.0

MOVE DASHBOARD TO ITS OWN APP!Update-took away a star considering the dashboard does NOT update like it should. I sent an email to the SydneyAnthem email. I have stayed at 5 days of 5k steps for an extra two days despite doing over 5k today & yesterday. I login each night to sync the information. The steps update but the badge info still shows the same number… Please…please…please…move the dashboard to its own app!! It’s a great app, but I think it would be nice to have the health dashboard part on its own app. I think having it combined with insurance claims/benefits information overloads it to a degree. Not sure if that has lead to an issue where paper EOBs have gone out despite the fact I have been set to paperless for several years…which unfortunately lead to a financial penalty for paper. There also is not an option on the login of remember my username/password which does not allow for touch ID to be used..Holiday1328Version: 4.5.0

Difficult App to follow along with rewards systemAnthem or my employer switched to this app from the Engage app. This app is much more difficult to navigate to see what one can do to earn HSA awards and which activities still needs to be completed. When I finally found the reward page, it took me to the completed section first when I just want to see what I can do to earn the free cash deposits into my HSA. Then it talks about sweepstakes. I do not care about sweepstakes! I care about earning the rewards so my deductible will be covered. This is very unfortunate as out of sight, out of mind. A lot of free money to help cover my high deductible was left on the table since it wasn’t clear. I may consider switching to a ppo plan as a result when open enrollment happens. Also the app doesn’t seem to respond to touch scrolling which is extremely frustrating. My phone works fine on other websites..AllaiyaVersion: 9.5.2

Looks Great, Functionally LackingThe app looks nice to users, but functionally, it's irritating to use. When I'm looking for providers, it will show you their name, education, etc. but it doesn't help navigate you to how to schedule an appointment with them. When you select the option to see who a doctor is affiliated with, it just shows you all the offices and hospitals they work with. i’ve also seen where it tells you a doctor will be accepting new patients, so I googled the doctor and they tell me that they are not accepting new patients. Whenever I wanna chat with a live agent for support on the app as well, it’s impossible to get on the phone with a live agency you have to use their chat function, which takes ages because they have to ask you a million different questions unrelated to what you’re inquiring about..AMK2K18Version: 10.2.0

It seems nice BUT…The app seems nice BUT I am having a great deal of difficulty with figuring out how to deposit money into the HSA account. I added my bank account to the app several days ago. I have not been able to figure out how to validate the bank account from within the app. I gave up and verified my bank account by going to the actual website. Unfortunately, that still didn’t help inside the app. The app keeps telling me that I need to add an account however it won’t let me use the same account (because I have already added it). The only thing the cute little seal (Sidney) does is put me back on the same app page. It does not give me any additional information or help and apparently no people are available to chat with except during business hours when I have to work. This is not helpful!!.SeriouslyStuck21Version: 4.12.0

Horrible and uselessApp Doesn’t provide the most basic info like nearby pharmacies in network (defaults to 50 miles - this is hardly nearby to anything. In my area I probably have 50 pharmacies within 3-5 miles but this app shows up with “doh we can’t find anything”) Hides basic usability items such as enter on login and has too much of their own pictures and content prioritized over the user’s basic questions. If you hit one of those screens you can’t get out and have to close and reopen and login again. Anyway tried using it two years ago and haven’t since but this latest update is, once again, a complete waste of my time - making any current symptoms worse. This app is not good for my health. Anthem’s online services are not good for my health. But obviously they are not a healthcare provider- they are an insurance company. That’s two different things.Splme2Version: 4.4.0

Horrible service and insuranceThe app never works when trying to do transactions such as submit a claim, and trying to do so via phone call is a terrible process! It’s like they want to prevent you from submitting claims because they KNOW they’re wrong. They need better customer support and actually help their customers— their call center never helps you, they pretend to forget to do their job which makes you have to follow up with them several times to get the job done right— they said they would process my claim but when I called two weeks later, my doctor said he never heard from this insurance and I called them just to find out their representative NEVER EVEN FILED MY CLAIM LIKE I ASKED. They don’t want to help customers because if they do they know they’ll lose money from all misallocated bills that should be covered by them instead of the customers.EveletiffVersion: 8.6.0

Maybe or maybe notWhen I first got my new insurance I logged into my insurance site and there was a big banner with a link to download Sydney Health. I clicked it and logged in about four times over the first week. Then all of a sudden this message “something went wrong” kept popping up. So I called the number from the message (just over 1hr on the phone) and they said they would look into it. They messaged me and said I shouldn’t have access based on what they found. Just on a whim I checked the login and lo and behold I had access again. Color me confused but I was happy because I had an upcoming dr appointment and needed the access because I misplaced my insurance card. Day of appointment came and I went to log in and again “something went wrong”. Why can’t I access something that I was directed to and understood was part of my insurance benefits/features. Such a headache..BipolarPrincessVersion: 2.1.0

Poorly Concepted, Poorly DesignedAwful user experience start to finish. Information is unclear or nonexistent. In addition to the design looking a decade old, it isn't responsive either. Words run off the screen in many random places. The actual service flows to connect to doctors (in any of the ways offered) are terribly designed - severely prioritizing a company's myopic desire for maximum data at the expense of understanding the patient's need, sense of urgency, and where this attempt to connect with a doctor fits into their overall health situation. It's like you're interacting with a V1 wireframe that was concepted without any customer-centric thinking or understanding of standard UX practices in 2022. It's a joke this is supposed to be a trustworthy, legit and valuable health entity. Overall I'd say the fact this app is acceptable/publishable from the insurer's perspective is concerning enough that I'd prefer to switch insurers..Ro_bieVersion: 5.4.0

Worst App EverThis app is honestly one of the worst apps I’ve ever encountered by an actual business. In fact, teen developers have created better. 90% of the things you need to do can’t even be done on the app, so what’s the point? They keep harassing you to go paperless, but then the app constantly has errors and won’t display the things you could have gotten by paper. In fact, one of the only things the app is good for is displaying your ID card, but that only works 20% of time. I just find it ironic that every page on their website pushes you to download the app, but then the app tells you to visit the web portal. This might have been acceptable in 2010, but this is an utterly insulting display of technology for 2025. I pay too much in premiums for this substandard service and incompetence. Working with my union now to get my employer to switch providers..ADHDMomTeacherVersion: 9.5.2

Beware of the virtual care optionClicking the “Care” tab gives you a single virtual care option- LiveHealth Online. I just needed a prescription refill, and my benefits cover “in network” Telehealth, so I figured that was the best choice. Not only did I pay full price for the visit ($0 from Anthem), it’s as if I never went because there is no record of the visit at all (minus the charge, of course). The visit info is presumably in my messages since I got notification of several via email, however the email link opens the Sydney app then goes nowhere. The only messages I have are generic newsletters/announcements. Since the visit was through the Sydney app, I also have no login credentials for LiveHealth Online either. Needless to say, I therefore could not respond to the doctor with my latest lab work to get a refill, so truly a waste of my time and money..LynMarie09Version: 10.3.0

Very dissatisfiedI am very upset by the service I received from Sydney Health! I used the “text a doctor” service, because it seemed like a great option after my 2 sons were diagnosed with bronchitis by their pediatrician, and I had developed the same symptoms. It seemed like the perfect alternative to finding a babysitter for my sick babies so I could go to the doctor myself. It was not! It was a complete waste of time and money! I spoke with 2 different doctors that both ignored my concerns and gave generic, yet conflicting, answers. After I googled the doctors, I saw that many people had the same experiences! I was very disappointed by the arrogance of these doctors! In addition, I found it very difficult to express my complaint through my Sydney Health account, and was refused a refund even though the last doctor I spoke with told me to go to an urgent care and that she could not help me..No way my name is goneVersion: 4.7.0

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