Az Care First LLC

Pros

• Joaquin delivered one of the top customer service experiences the reviewer has ever had.
• Ben Y in the pharmacy help desk was courteous, kind, and extremely helpful, even calling the pharmacy to ensure there were no issues and helping get medications filled promptly.
• A long-time user would absolutely recommend Care 1st over other state plans, noting the staff are friendly and accommodating and that necessities are covered.
• A reviewer who has been with Care 1st for four years said they would absolutely recommend them and have had no issues getting necessities for their children (10/10).
• A reviewer who switched from Mercy Care said Care 1st provided better support in the first year than Mercy's ten-plus years.
• A patient stated that Care 1st paid for mammograms and colonoscopies, and praised the nurse help line and representatives as very helpful.

Cons

• The plan is described as the worst they've dealt with, with denied services and a lengthy, overcomplicated appeals process.
• Support staff are said to be confused, repeatedly put on hold, and unable to provide clear answers.
• The insurer is accused of prioritizing cost over patient health, risking devastating health consequences.
• Prior authorization and approvals for tests (MRI, CT, PET) are delayed or denied for months.
• A care manager is said to have misclassified a chronic condition (diabetes) and shown a lack of understanding.
• There is chronic miscommunication between Care 1st and the third-party authorization department, with too much "passing the buck."
• Transportation services (MTBA) are described as unreliable, with rides not arriving or drivers not showing up.
• The plan is accused of denying or delaying medications and prescriptions for children, causing distress.
• Customer service is portrayed as unhelpful, with hang-ups, long holds, and inconsistent information.
• The company is depicted as a greedy corporation that would risk patients' health to save money.
• Patients feel stranded and unsupported, sometimes risking worse outcomes due to delays.
• The name change to WELLCARE is cited as a sign of distrust, with comments that the plan should be called "care last" instead of "care first."
• Some reviewers plan to switch plans at open enrollment due to ongoing dissatisfaction.

Review

Across the range of experiences shared about Care 1st (now WellCare of Arizona), the picture is complex and contradictory. On one hand, there are moments of standout empathy and effective help that remind you why good customer service in health care matters. A caller named Joaquin was singled out as "one of the top customer service experiences" the writer has had, a rare bright spot in what is otherwise described as a maze of coordination, red tape, and delays. The same person who praised Joaquin also emphasized how challenging it can be to navigate a call center when dealing with serious, ongoing medical needs. In another positive thread, a different employee, Ben Y in the pharmacy help desk, was lauded for returning calls when a call dropped and for being courteous, patient, and proactive in getting a son's medications filled and ensuring the pharmacy wouldn't encounter issues. A family with four years of experience with Care 1st even expressed a clear preference for the plan over other state plans, citing friendly, accommodating service and dependable coverage for their children.

Yet, these bright moments sit within a much darker backdrop of systemic and ongoing difficulties. The crux of the frustration for many patients centers on prior authorizations and access to essential tests and medications. Several reviewers insist that pain management and cancer-related treatments - tests like CT or PET scans and certain medications - are delayed or denied, with the argument that prior authorization and the sheer complexity of the authorization process jeopardize timely care. One patient describes how pain medication prescribed by an oncologist requires prior authorization and how chemotherapy-related test denials appear to hinge on past treatment rather than current medical necessity. There are stories of misaligned care-management, such as a care-manager who misidentified diabetes as type 2, and ongoing problems with supply chains for pump equipment, all of which contribute to a sense that the system is more focused on paperwork and cost control than patient well-being.

The experience of care coordination is repeatedly called out as particularly problematic. A recurring theme is the friction between Care 1st and third-party authorization entities like Turning Point, described as a "mess" with a lack of accountability and communication. Reviewers report that conversations about limits and approvals are marked by long holds, confusing directions, and repeated handoffs that never seem to resolve the issue. In some accounts, decisions on tests, referrals, and equipment are described as peripatetic rather than timely, leaving patients waiting weeks or months for necessary care. There are comments about the appeals process being lengthy, over-complicated, and sometimes seeming designed to run out the clock rather than to reach a fair resolution. The sense of being treated as an administrative challenge rather than a person with urgent health needs runs through these stories.

Access to transportation, an essential piece of coordinated care, is another frequently cited problem. The transportation program, including MTBA, is described as unreliable and frustrating, with reports of rides not arriving, miscommunications about delivered services, and drivers who fail to show up. Summaries speak of several no-shows, delayed pickups, and the sense that the system's transportation element undermines medical follow-through. When patients rely on these services for critical appointments, such inconsistencies can derail treatment plans and intensify the anxiety of managing complex health conditions.

The quality of network coverage and out-of-network dynamics also appears to color the overall sentiment. Some reviewers report that the plan denies benefits unless services are in-network or requires significant out-of-pocket costs, which can be devastating for those with chronic, high-need conditions. The frustration is compounded by stories of rules that seem to define "local" referrals in unhelpful ways - one instance notes that a local specialist was deemed inaccessible because the system insisted on a referral radius that pushed care 35 miles away. The inconsistent messaging, frequent miscommunications, and inconsistent enforcement of coverage rules contribute to a perception that the plan's formal benefits don't reliably translate into accessible care.

In the midst of these broad challenges, there are also deeply personal accounts of what it feels like to live with serious illness under a challenging insurance landscape. Reviewers recount battles with high blood pressure readings, clots, and cancer, alongside administrative hurdles that interfere with getting timely imaging, prescriptions, or durable medical equipment. Some people feel abandoned by the system when a plan's promises of coordinated care fail to materialize in the moment they need it most. In contrast, a few voices express pride in the plan's past performance and their own long-term relationship with Care 1st, highlighting that for some families the network has delivered meaningful access to mammograms, colonoscopies, patient-centered nursing support, and other preventive services - especially when the right people are involved and communication is effective.

Amid the shifting narrative, the emergence of a name change stands out as a notable development. Reports indicate that Care 1st Health Plan Arizona is transitioning to WellCare of Arizona, a change that some reviewers tie to broader dissatisfaction but others see as a potential opportunity for improved patient experiences and clearer branding. The conversations around this rebranding are themselves telling: some patients hope the change will accompany more reliable service, better authorization processes, and stronger coordination across transportation, care management, and provider networks; others worry that a name change will not fix the underlying operational gaps that have left patients waiting, arguing with insurers, or traveling long distances for care.

Ultimately, the stories conveyed here reveal a health plan that can be both a lifeline and a source of excruciating stress. For some individuals and families, the human elements - compassionate staff like Joaquin and Ben Y, attentive nurses, and occasional positive interactions - stand out as moments of relief in a largely frustrating system. For many others, the day-to-day experience is dominated by delays, miscommunication, denied services, and a sense of being sidelined in the pursuit of care. The overarching message is clear: when the system works, it can work wonderfully; when it fails, the consequences touch every facet of a patient's health, daily living, and sense of security. As the WellCare of Arizona name takes root, a lasting question remains for patients, providers, and advocates alike: will the new branding bring the consistent, patient-centered, streamlined coordination that many people need to live with serious illness and maintain their quality of life?

This part of Phoenix, Arizona, offers a convenient and diverse range of amenities for seniors. With multiple cafes such as Starbucks and Dutch Bros Coffee nearby, there are plenty of options for enjoying a cup of coffee or socializing with friends. The area also boasts several pharmacies like Food City Pharmacy and CVS Pharmacy within a short distance, making it easily accessible for any healthcare needs. In terms of healthcare services, there are reputable physicians such as The CORE Institute and Desert Valley Pediatrics in close proximity. Additionally, there are various parks for outdoor recreation and relaxation, as well as restaurants offering a variety of dining options. For entertainment, there are theaters like AMC Westgate 20 nearby. Places of worship such as St Peter's Episcopal Church and Church At Litchfield Park provide religious services for individuals seeking spiritual fulfillment. Overall, this part of Phoenix offers a well-rounded community with access to essential services for senior living.

Cafes

• Starbucks (0.2 miles)
• Dutch Bros Coffee (4.2 miles)
• Dutch Bros Coffee (6.3 miles)
• Starbucks (6.4 miles)

Pharmacies

• Food City Pharmacy (0.3 miles)
• CVS Pharmacy (1 miles)
• Walgreens (2.2 miles)
• Walgreens (2.9 miles)
• CVS Pharmacy (3.6 miles)
• Walgreens (3.7 miles)
• CVS Pharmacy (3.8 miles)

Physicians

• The CORE Institute - West Phoenix Physical Therapy (0.4 miles)
• Cigna Healthcare of Arizona (1.9 miles)
• Canyon Orthopedic Surgeons (2 miles)
• Desert Valley Pediatrics (2.6 miles)
• Abrazo Medical Group (4.9 miles)
• MVP Kids Care (4.9 miles)
• Podiatric Medicine: Dr Cohn and Dr Neerings (5.6 miles)

Parks

• Desert Star Park (0.6 miles)
• Grand Canal Linear Park (3.2 miles)
• Avondale Friendship Park (4 miles)
• O'Neal Park (4.3 miles)
• Turtle Park (5.5 miles)
• Pioneer Community Park (6.1 miles)
• Pioneer Community Park Off-Leash Dog Park (6.2 miles)

Restaurants

• Raising Cane's Chicken Fingers (1.4 miles)
• Chick-Fil-A (1.6 miles)
• Pete's Fish & Chips (1.8 miles)
• Portillo's Hot Dogs (1.9 miles)
• Barrio Queen (2.1 miles)
• In-N-Out Burger (2.3 miles)
• The Nest (2.5 miles)

Theaters

• AMC Westgate 20 (4.1 miles)
• Park West 14 (5.5 miles)

Places of Worship

• St Peter's Episcopal Church (6.1 miles)
• Church At Litchfield Park (6.2 miles)
• Vineyard Christian Fellowship West Valley (6.2 miles)

Hospitals

• Western Regional Medical Center (6.5 miles)