Analysis of Amwell shows frustration with last-minute cancelation

Caption of a clock.
Photo: zoutedrop

Insight nr. Ⅰ
The topic “insurance” occurred in 7% of the reviews and has an average grade of 3,31 / 5. It seems that some patients’ insurances weren’t recognized, this caused them to have to pay the full amount and wait for the billing to be corrected. On several occasions, statements by Amwell didn’t have all the information required to proceed with insurance coverage.

Insight nr. Ⅱ
The topic “appointments” occurred in 10% of the reviews and has an average grade of 3,68 / 5. Some complained about doctors being rude towards them. It was also mentioned that some were having connection issues during the appointment. Also, in some cases, appointments got canceled last minute.

Insight nr. Ⅲ
The topic “waiting time” has an average grade of 2,66 / 5 and occurred in 4% of the reviews. Some complained that they had to wait a long time in line before being able to speak to their doctor. In some cases, doctors canceled last minute, as mentioned before. Other times, calls and video calls were disconnected due to technical issues.

Caption of the topic “appointments” from the dashboard of this analysis.


What we would suggest Amwell work on are three main things. The first one is to create more reliable statements concerning insurance coverage. Further, our second suggestion is to really try to resolve the technical issues with video calls disconnecting. The third is to look through their policy regarding last last-minute cancelations their doctors often are doing. We believe they need some sort of routine to make up for it, otherwise, they will keep making the customers disappointed with the service.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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