Excellent Customer Service
Our customer service team rated 95.7% for respectful and courteous service by our members (2020 CAHPS® Commercial Adult Non-PPO 5.1H Final Report).
To ensure we continually meet or exceed our performance goals, our teams track and report on a variety of quality metrics. One way we measure our effectiveness is through a Net Promoter Score (NPS). NPS gauges customers’ willingness to recommend us to friends or family. Scores range from -100 to 100. The health plan industry standard NPS is 0. Our 2021 NPS was 20.4. Our 2021 NPS proves how we go above and beyond for our customers.
Local Customer Service
When employees have questions about their plan, our dedicated team is here to help.
They can count on having another Virginian answer their call promptly and start helping immediately. It's not a faceless call center far away.
Easy for Members
Sentara Health Plans also offers a user-friendly mobile app and online tools to make it simple and easy for members to get the most out of their health plan — on their terms and time schedule.
What Our Customers Say
Don't take our word for it — see what our customers have to say about us.