YOU AND GHC ARE BETTER TOGETHER
The GHC Experience GuaranteeSM is simple and revolutionary at the same time.
We want your experience at GHC to exceed your expectations every time. In order to continue to improve and provide high-quality service, we need your feedback – good and bad.
We think that’s just the right thing to do.
Like any other guarantee, there is fine print. There’s not much of it, but if you’d like to review our Terms and Conditions, please click here.
FREQUENTLY ASKED QUESTIONS
Get to know the GHC Experience GuaranteeSM
What is the GHC Experience GuaranteeSM?
The GHC Experience GuaranteeSM is a promise that every patient and member gets the best experience every time. If you have an experience at a GHC-SCW clinic that fails to meet your expectations in any way, you can download the GHC Experience GuaranteeSM App. Using the app, you can tell us about your experience and at your request, we will refund some or all of your out-of-pocket costs associated with the visit.
Why has GHC-SCW decided to launch the GHC Experience GuaranteeSM?
For the last two decades, GHC-SCW has earned an “Excellent” accreditation status from the National Committee for Quality Assurance (NCQA). GHC-SCW is continuously among the highest-rated health insurance plans in the nation. We’re confident that we’re providing the very best care in Wisconsin – so confident that we’re willing to stand behind it with a money-back guarantee. We think our members deserve that. After all, in every other industry, customers have the opportunity to get a refund when they’re unsatisfied – we are proud to set the standard for customer service in health care.
How does the GHC Experience GuaranteeSM app work?
If you have an experience at a GHC-SCW clinic that fails to meet your expectations, tap the app to download (from the Apple App Store or from Google Play) or you can complete the form on your desktop or tablet and tell us about it. Using the app, you can request a refund for some or all of your out-of-pocket costs (up to $2,000). You trusted us with your care, so we will trust you to tell us what your experience was actually worth. The app is compatible with all devices and the form takes just moments to complete.
What does the GHC Experience GuaranteeSM cover and when am I eligible?
Your refund request must be made no more than six months after your date of service. The GHC Experience GuaranteeSM only covers visits to GHC-SCW clinics or providers.
What can I expect once I submit my feedback through the GHC Experience GuaranteeSM App?
If you have requested to talk to us or have requested a refund, you will receive a call from our Member Services Team within three business days. They will speak with you on the phone and help process your refund if needed. If you requested to have some or all of your out-of-pocket costs refunded (up to $2,000), the Member Services Team will work with you to make sure it is returned to you through your original method of payment within five business days.
What is not covered through the GHC Experience GuaranteeSM?
- Visits to any non-GHC-SCW clinics including UW Health, University Hospital or Regional Network Providers.
- Disagreements with your provider’s medical opinion, medical decision-making or refusal to provide or prescribe a particular medication.
- Disputes with your insurance carrier are not covered.
If I use the GHC Experience GuaranteeSM App, will my private health information be safe?
Yes, bank-grade security protocol is in place to safeguard your privacy and personal health information. We will never share your private health information with any outside organizations.
What will you do with the information collected in the GHC Experience GuaranteeSM App?
We’re always looking for ways to learn from and engage with our members. All feedback – positive and negative – collected through the GHC Experience GuaranteeSM App will be reviewed and analyzed to help us improve our Cooperative. Your feedback will not be connected to your medical record.
What should I do if I have additional questions about the GHC Experience GuaranteeSM?
We’ve formed a Member Services Team that can answer your questions and guide you through the GHC Experience GuaranteeSM App if needed. To speak with our Member Services Team, call (608) 257-9700 or toll-free at (800) 605-4327.
To speak directly with our Member Experience Team...
Call us at (608) 828-4853 or toll free at (800) 605-4327
and request the Member Experience Team.
Group Health Cooperative of South Central Wisconsin (GHC-SCW)
Admin Offices | 1265 John Q Hammons Dr. | Madison, WI 53717-1962