Member reviews

Care is about more than medicine. We are here to serve, listen and understand. See reviews from Ascension Personalized Care members and how we value you.

Member reviews

Care is about more than medicine. We are here to serve, listen and understand. See reviews from Ascension Personalized Care members and how we value you.

APC Testimonials

Calm, patient and kind

"I have an agressive form of cancer that spreads quickly. My provider submitted an urgent authorization three times and I never heard back from the UM department. I called customer service and was connected with Fred. He said he would do a 3-way call with me to the provider to find out if they submitted the authorization to the correct place. Come to find out the provider was submitting the authorization to the wrong fax number. Fred was able to provide the correct number and they submitted the authorization. I am so thankful for Fred. He went above and beyond for me. I cannot thank him enough for being so calm, patient and kind throughout our call and for providing a solution for me." 


M.A. - 2/5/24

Went out of her way

"Jessica helped me through a very difficult situation. Jessica went out of her way to advocate for me. She is a rockstar and I greatly appreciate all she did for me."


U.K. - 11/27/23

Fantastic job

"Jessica went above and beyond and stayed on the phone while we did a 3-way with the doctor's office to help resolve an issue. I have never had someone go out of their way to do that for me and she got my issue resolved. She did a fantastic job."

E.F. - 8/21/23 

Valiant efforts

"I want to commend Michala and her valiant efforts to help me resolve an issue with billing for some lab work that had the wrong codes issued. She tried calling different places and merging calls with me to talk to the right department. We kept getting the runaround but she kept persevering all the while maintaining an excellent attitude. Michala went above and beyond. You are lucky to employ her."

T.G. - 7/24/23

What a treasure

"I just wanted to let you know what a treasure you have in Beth! She is patience personified. I received a bill from a recent surgery but thought my deductible had been met. There were a lot of charges in a short period of time. She went through them all with me and took the time to explain how things are processed. I can only hope any future contact with your customer service is at least half as good as Beth's and I will be a very satisfied customer."

M.D. - 7/19/23

This is what great customer service is

"I really appreciate the help of Sashae, Jessica and Lizbeth. I had amazing help from all three of them. There was an issue with my claim and they all helped get this resolved. I had great customer service from all three ladies. They got it to a point where the claim was paid in full. They showed me what great customer service is."

R.B. - 7/14/23

Actively interested in helping

Rachel was very helpful and empathetic to my situation. She went the extra mile for me. She was actively interested in helping me and did an amazing job. 

H.R. - 7/6/23

Exceptional service

"I spoke with Tonisha and she gave me wonderful customer service! She properly answered any question I had. Her handling of my situation was exceptional. I wanted to give her kudos and I will be telling other people about how Ascension is GREAT!" 

O.N. - 6/20/23

10 star review

"How do I give Sandra a 10 star review? Honestly, she has made a stressful situation a lot less stressful. I can't thank her enough." 

J.P. - 5/24/23

Beautiful energy

"Nisaa was incredibly helpful. She has a beautiful energy that radiates through the phone. She stayed on the line until she got my issue resolved. All around great customer service. "

K.C. - 4/27/23 

Job well done

"I really appreciate how thorough Nisaa has been. This was my second time talking with her and each time she knew exactly how to help and was friendly throughout the entirety of both phone calls. Nisaa led me to where I needed to go online the first time, and this recent experience she was thorough enough to even set up a task to follow up with the service I needed. It really means a lot when customer service actually listens to what you need and is able to efficiently help while keeping a positive, upbeat attitude."


C.N. - 4/26/23

Love her enthusiasm

"Thank you so much for having Kari reach out to me. She is just getting started on my case and is already putting me at ease. Love her enthusiasm to help people. THANK YOU! THANK YOU!" 

R.H. - 3/31/23

Phenomenal response

"Your agent support team has performed phenomenally during this first year in the Texas market. I have come to appreciate same-day email responses from Kari or Tammy on any issues I may have. Thank you for all that you do to support agents and thereby our mutual customers. As an agent, it gives me confidence that I've helped consumers pick the right carrier to insure with. "

J.P. (Agent) - 3/2/23

Amazing service

"Jessica was amazing to speak to.  She was wonderful and provided amazing customer service. She was very helpful and helped me get the results I needed. She gave me peace of mind." 


APC member - 2/21/23

Peace of mind

"Today I was able to talk to someone & thank goodness it was Vic!! He sympathized with the struggles I was going through & took the time to email me the links directly to get done what I needed to, which worked. I asked if he could stay on the line as I was making my payment just in case anything went wrong. Not only did he stay on the phone for my payment, but he also took it a step further to make sure I had both my accounts set up as well. He was extremely patient, very kind, & MORE than helpful. I took up over 10 minutes of his time just to give me peace of mind & he never made me feel like an inconvenience or a waste of his time. I hope Vic gets recognized for his awesome work ethic & customer service. Thanks so much for solving 3 problems (making [a] payment & setting up 2 accounts) for me AND reissuing my physical ID cards. Vic went above & beyond. He is a great person to have on your team! Time for a raise!!!!" 


D. L. - 2/10/23

Patient and knowledgeable

"I can't thank Jessica enough for going above and beyond to help me become active and get my Cigna Pharmacy information so I can fill my prescriptions. Without her I wouldn't be able to go to the doctor. Jessica was so knowledgeable, kind and patient."


APC member - 1/9/23

Exceptional customer care

"I am new to Ascension insurance as of November 1 and I am extremely impressed with the level of customer care I have received from your support staff. Nowadays, it's rare to receive good customer care from a company you deal with, let alone, exceptional customer care from everyone you speak to. I especially want to acknowledge the care I received from Beth. She has stayed on top of the issue I had with Cigna and the prescription coverage for my new policy. She has contacted me numerous times and followed through with the issue until it was resolved. What could easily have been a negative experience with a new customer, has been a good experience because of her. I know people usually only take time to complain, it is my pleasure to sing praises to Beth and the other support staff who have assisted me." 


B. P. - 11/11/22

She is a rockstar

"I want to compliment Amysue. My providers office sent me to collections for an unpaid claim. Amysue was able to call the providers office and have me removed from collections because the claim was reprocessed. Amysue is a gem and a rockstar."


S.R. - 1/22/24

Proud to be a member of Ascension

"I am proud to be a member of Ascension and I am very grateful to God. My family is struggling with a lot of difficulties due to lack of income and expenses, and I have been worried because I do not have health insurance. I was helpless and researched about free government assistance on Facebook. This is why I decided to become a member of Ascension. Having a free health card gives me mental strength and a warm and safe place for my family. Therefore, I consider Ascension to be one of God's rewards. May God grant Ascension more success."


C.K. - 10/4/23

She did a lot for me

"Rachel was very good and very helpful. She did a lot for me. She deserves a raise and a vacation. She did an all around amazing job on the call with me."

H.G. - 8/14/23 

So good at her job

"Rachel is amazing and everything you want in a customer service representative. Rachel is so good at her job. She made me feel like I was heard and and listened to. She deserves praise."

Z.S. - 7/24/23

Big shoutout

"I just wanted to give a quick shout out to Tonisha from customer service. She remedied my questions immediately and was a pleasure to work with. Big shoutout to her!"

B.S. - 7/17/23

Took extra steps

"Jessica has been helping me since June and has done an amazing job. She called me back everyday with an update for 3 days. She took ownership and kept her word. I love that she took extra steps to resolve my issue."

H.W. - 7/12/23

Great hope in Ascension

"I had a terrific interaction with Domonique. She remained on the line while I called over to my provider since the provider's office billed my claim with the wrong codes. It really impressed me that she was willing to stay on the phone with me. It gives me great hope in Ascension when I have great customer service. I'm so happy that Ascension has really stepped up." 

C.R. - 7/5/23

Did not give up

"Rachel was so helpful and did not rush me.  She did not give up until she found a facility that I could go to for what I needed.  Rachel is amazing! She did a wonderful job helping me and should get a raise."

M.R. - 6/20/23

Phenomenal customer service

"Nisaa made me feel like she was truly listening to my concerns and addressing them. I want to give kudos to Nisaa for being an absolutely phenomenal customer service representative."

G.S. - 5/23/23

Understood what I needed

"Mike was super helpful and provided me with excellent customer service. He was very knowledgeable and assisted me in a timely fashion. He understood exactly what I needed. "


S.F. - 4/27/23 

Crying happy tears

"I was so worried that my payment had not gone through and I did not have active insurance coverage. Thank goodness I got ahold of Tiffini. I can't say enough about her. She went out of her way to resolve my account issues and called me back with my ID card information. She was amazing and escalated my issue right away. Tiffini is very dedicated and went above and beyond. Because of Tiffini's help I was able to schedule an appointment for my 7 month old child. I am crying happy tears because of her. "


S.S. - 4/21/23

Such a sweetie

"I just have to compliment your customer service rep, Michael Wilson.  He was wonderful and such a sweetie. Don't lose him, he did a really good job."

APC member - 3/23/23

Provider satisfaction

"Amir did a great job providing the information I needed. He was so kind. As an RN I have many customer service centers I have to call and Amir was so wonderful to work with. He was patient and went above and beyond. Whoever raised Amir did an amazing job!"

APC provider - 3/2/23

Above and beyond

“The APC team went above and beyond to assist me. I was running low on eye drops and needed to be seen for my glaucoma. I couldn’t find an in-network doctor as not all eye doctors treat this area of the eye. Victor and Jana were so helpful! They called all the doctors in my area and were able to find an appointment within one week. So grateful for them and this amazing team!”

K. P. - 2/20/23

Very thorough

"Chancey has been amazing! Very patient with answering all my questions. [She was] detailed in providing me with all the information that I needed. [She] emailed me an ID card and stayed on the line to ensure I received it. Chancey made it worth the wait." 

APC member - 1/19/23

Very impressed

"Chancey was so polite and extremely kind. [She] was spot on with her information. Chancey called over 3-way to a provider to help get an issue resolved. She was very patient and created great conversation while we waited on hold." 


APC member - 1/5/23

Wonderful job

"Liz did a bang up job. She is a wonderful young lady to speak with and had a great sense of humor. She took the time to stay on the phone with me for an hour to resolve my issue for my prescription coverage with Cigna and she owned the call."

APC member - 11/8/22

Pleasantly surprised

"I am an agent and noticed one of the forms was wrong for my client. I contacted the sales support team and they fixed the error right away. I never expected this. I am pleasantly surprised by how nimble your organization is."


J.P. - 12/18/23

Giant thank you

"Wanted share a GIANT THANK YOU to Nisaa R. who went out of her way to help me with an insurance issue with both the broker I signed up for the plan with and the insurance marketplace. Not only was she incredibly competent and kind, but she helped me get through complicated processes with the marketplace agent, asked the right questions to get to the bottom of the issue, and stood up for me as a member of Ascension. Nisaa explained each part of the process so that I could figure out my next steps and was amazing to work with. She's a gem and really fantastic at her position! Thank you SO MUCH Nisaa R.!"

M.E. - 8/22/23

Feel so blessed

"Nisaa made my year! She is a wonderful employee. She made me feel confident and comfortable speaking with her. I feel so blessed that God introduced her to me today. She stayed on the phone with me and never left. You have a great employee on the team and she did an amazing job." 

J.W. - 7/31/23

Note of praise

"I want to send a note of praise for an employee that took my call today and went out of his way to get answers on a patient referred to my facility for a stem cell transplant. Colby answered my call, listened to my questions and needs and took time to look into our dilemma and got me the answers I needed. Colby's effort today made a difference. I appreciate that very very much. Because he care to help I now have a direction to turn to get this patient the care he needs!"

B.V. - 7/20/23

Efficient in addressing the issue

"I had an issue with Cigna and Nisaa stepped in and took action right away. Beyond understanding, she made me feel heard. She didn't make me feel like I was a problem, and made it clear that she was going to help figure out what was going on. Nisaa got Cigna on the line to help me right away. Thank you for having Nisaa on your team! It was such a relief to talk to her. She seemed like she cared, she communicated well and she was efficient in addressing the issue."

A.J. - 7/14/23

I got the help I needed

"Without Beth I would have not gotten the help I needed. She deserves a 5-star rating. With Beth's help everything is going very smoothly now. Beth always followed through with calling me back. She did an amazing job!" 

C.C. - 7/7/23

Bless you all

"Y'all have taken care of me very well through a lot of hard times and thank God that I found your very affordable insurance. Bless you all and all those that I've had to deal with so far and the Ascension group!" 

T.B. - 6/23/23

Sincerest gratitude

"My situation was complex. I had previously spoken to other service providers involved in my confusing situation but no was able to help. But then Michala came to the rescue. She relentlessly investigated issues, and even called me back when we became disconnected. I'm confident now in knowing we are covered as expected and what I need to do to close the loop. My sincere gratitude to Michala for taking such an interest in my situation and for providing expert assistance."

J.V. - 6/6/23

Pleasure in a complex environment

"My wife and I would like to thank Beth for her professionalism and knowledge. Beth was willing and able to spend the time with us to confirm the details that have helped us reconcile provider claims and out-of-pocket expenses. Beth made the experience a pleasure in a complex environment. At no time did we ever feel rushed, nor a question deemed unreasonable. I congratulate management on the hire, training and retention of a great employee. Thank you again Beth for all you do for us, and I'm sure other customers you encounter on a daily basis." 

R.M. - 5/2/23

So empathetic

"Crystal was so patient with me while I explained my situation. She has great customer service skills and was so empathetic to the severity of my situation. She made me and my daughter feel like a human and not just another number or statistic. "


L.M. - 4/27/23

In a better place

"I was in a bind, panicked and very frustrated before speaking with Jessica.  She is amazing and so calm. Jessica was helpful, proactive and made sure I was in a better place. "


J.C. - 4/20/23

So impressed!

"I'm so impressed with [Kari's] follow-up and enjoyed our talk. I've done a complete 180 on my opinion of Ascension Personalized Care thanks to her. "

C.F. (Agent) - 3/17/23

Understanding and respectful

"Beth was so patient, kind and understanding. Her tone of voice was so nice and respectful. She called me back and was very honest about timeframes. She was so knowledgeable when explaining things to me. This was the best customer service experience."

APC member - 2/23/23

Great customer service

"I am so much better because of Jessica! I got COVID so my paycheck was short and I received 3 bills with different amounts and I was not sure what to do. Jessica called the Marketplace with me on the phone and she figured it out so quickly. She is amazing! Went above and beyond! She explained everything so perfectly. This was a great experience, Jessica is everything. I was previously with [another insurance company] and I was very impressed with Jessica. I felt it was very important to recognize her." 

APC member - 2/17/23

Outstanding service

"I just want to let you know that I received outstanding service. I had three open items to discuss and all were addressed. The name I was given was Tanisha. She was understanding and a pleasure to work with. Love you guys and have a wonderful new year." 


M. F. - 1/18/23


"I just wanted to stop and give kudos to one of your employees; Tanisha, from the Michigan call center. I called in very agitated searching for my absent payment. She was very compassionate, empathetic, patient, listened, effective and came up with several solutions that focused solely on helping me with this task. Even after she notified me that my payment was not received. She went above her required duties and contacted the Marketplace, in which I have not been able to get a hold of. And got me every answer I needed. By the end of the call, my payment still wasn’t found, but by your employee, Tanisha, I was so impressed by her dedication and excellent customer service! I had to stop and send praises of her exceptional service to you. I didn’t want to hang up without submitting this email!" 


B. T. - 12/30/22

Professional and helpful

"Vic is wonderful. Whatever you are paying him is not enough, he deserves a raise. He is so nice, professional and helpful. Guardian Angel!" 


APC member - 11/4/22

"I chose Ascension Personalized Care for the Ascension network of doctors. I'm so impressed with everyone, from customer service to office staff to providers. I have truly enjoyed my experience with this insurance plan." - L. H. - 5/22/22
"I want to sincerely thank you!  This [customer service team has] helped more than you could ever know.  I couldn’t help but think of your team as my personal guardian angel sent by God today!!" - C. M. - 8/16/22
"I needed to call customer service twice. Both times the service exceeded my expectations. As a new member, this is very encouraging." - APC member - 2/3/22
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