Complaints

This profile includes complaints for WellCare Health Plans, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WellCare Health Plans, Inc.

  PO Box 31370 Tampa, FL 33631-3370

• 

  WellCare Health Plans, Inc.

  PO Box 22348 Tampa, FL 33622-2348

• 

  WellCare Health Plans, Inc.

  PO Box 31389 Tampa, FL 33631-3389

• 

  WellCare Health Plans, Inc.

  PO Box 31503 Tampa, FL 33631-3503

• 

  WellCare Health Plans, Inc.

  PO Box 31397 Tampa, FL 33631-3397

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Wellcare for my prescription coverage. I attempted to return a call to them on 8/24/2022. I got what they call "an Offshore Representative". In short, someone from another country that does not speak good English and is not easily understood. I requested a ************* representative. From there, I was put on hold. I was left there for almost 12 minutes. I could hear them continuously put me back on hold (4 times). I had to hang up and call back and again got a person from another country. This time I did finally get a person in *****************. It is UNACCEPTABLE that we are expected to talk to another country about our ultra personal business. We need to have a phone number that we can call in *****************. Please provide that number to ALL of us. Why would anyone allow their customers to be treated so badly????? Thank you for allowing me to share my concern.

  Business Response

  Date: 09/07/2022

  This case has been reviewed by the Quality Department and has been accepted for closure. Case Type: BBB RCA ************************ Experience Dissatisfaction - Language barrier, long hold times, had to call back to speak with US Agent Pay by phone processed incorrectly Resolution Summary- Billing Resolutions findings- Member's plan for 2022 is WellCare Value Script (PDP) V24-157 with a premium of $12.60 monthly. Premium for 12 months total: $151.20 Member made one payment of $29.00 **** # **** on 12/28/2021 which covered premium for December 2021 for $16.40 and premium for January 2022 for $12.60. Member made another payment on 12/28/2021 for $75.60 **** # **** which covered premiums from February 2022 to July 2022. Member made another payment on August 24th for $37.80 **** # **** covering premiums from August 2022 to October 2022. Member will have a balance of $25.20 for premiums of November and December 2022 to be covered for the full year 2022 **************** -call review request created at 8/29/2022 per Plans ***************** Program for confidential handling as deemed appropriate Research- Xcelys CMR# ********** MET-I-**** CSE Communications

  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17895441
  
  I am rejecting this response because:  Wellcare called my cell phone 45 times on 9/6/2022. I am happy to provide proof. Wellcare has been ordered to NEVER call me again and that email communication is the only form of contact allowed. To call a cell phone 45 times is outright unprofessional and unacceptable. 
  
  ************************************************

• Initial Complaint

  Date:08/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WellCare called me during the ******** change in December of 2021 saying they would **ver all they policy required and I started having issues right away. There was supposed to be no ** pay for my primary doctor. And every thing I ask about was agreed upon. Then when I started using them they didn't pay anything to anyone. I had them from January 1,2022 til March 31, 2022 and canceled because they never paid anything. I am getting massive bills for those 3 months. I am 75 and on SSA

  Business Response

  Date: 09/01/2022

  Good Day,
  Resolution Summary- Member was enrolled in WellCare No Premium Open (PPO) Plan H1848-002-000 Coverage effective 01/01/2022 term 03/31/2022. Primary Care Provider (PCP) ID ******* ****************************** Per Benefit Master List (BML) there is no copayment for PCP office visits, a review of claims submitted does not show member was billed a copayment for PCP.Member is subject to copayment for service received and billed by Specialist Provider. Our corespondence records reflect -Member mailed explanation of benefits (EOB) for the months insurance in effect all provider claims where processed correctly indicating member responsibility copayment if applicable.
  Plan attempt to reach member by telephone number ************ has been unsuccessful. We have email ***************************** with our contact information. See attachments.
  Regards
  See Attachment/File: BBB Case ******** email mbr 2

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am handling my late father's estate. Wellcare health plans refuses to discuss denied medical claims until they process documents that demonstrate I am next of kin. I have sent the required documents twice, the second time by certified mail. Wellcare customer service is seemingly unable to verify receipt of the documents. I have filed a grievance with Wellcare, supposed to receive a response after 5 days, have heard nothing.

  Customer Answer

  Date: 08/29/2022

  I received an email from BBB asking for authorization for wellcare to release health information to the BBB. I am unable to do so, because gaining authorization to access my late father's wellcare account is precisely the nature of my complaint -- I do not have access to his health information at wellcare myself.

  Business Response

  Date: 09/08/2022

  Good morning, we have updated the members Date of Termination, and the *** has advised all providers have agreed to resubmit their claims. 

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in March, WellCare sent me a check for $200.70. It said on the check that it was for an overpayment that they had taken out of my Social Security. This made no sense to me as I had never given them permission to take money out of my Social Security. I called my case worker. Since EIP and EHIP pay my premiums and other related expenses, I needed to know if they did indeed take the money out of Social Security so I could determine whether the money belonged to me, or if I needed to sent it to EIP/EHIP. I made an appointment with my case worker and drove 30 miles to meet with her and call WellCare. We called WellCare, and they did some checking and after a half hour or so, we were told that they DID NOT take the money out of my Social Security. (At this time, they should have realized that they sent the check in error.) But they didn't. They gave us an explanation that didn't make much sense, but we needed to know exactly how much money to divide between EIP, and EHIP so we asked for an itemized statement. They told us that they would mail it, and that it would Take 3-6 weeks. (This would have been their second opportunity to realize THEIR error.) A month or so later, I received the statement and scanned it and sent it to my case worker who forwarded it to EIP. EIP calculated how much they were owed. I then drove to the bank 30 miles away, and deposited the check. Then, I drove home and wrote a personal check for the correct amount to EIP. Then, I drove to the postal store and paid 6 dollars to sent the check certified mail to EIP. I sent the remaining balance to EHIP. At this point, I thought that the issue was resolved. But a couple months later, Wellcare notified me that they sent the check in error and told me that I needed to return it. ARE YOU KIDDING ME??? I called them, spent more than an hour on the phone with no resolution. I was told that I could not file a grievance because it had been more than 60 days. Once again: ARE YOU KIDDING ME??

  Customer Answer

  Date: 08/23/2022

  A woman from WellCare called today. I tried to explain why I filed the complaint, but instead of listening to the explanation, she interrupted me and scolded my for using the indium "blowing smoke up my ***."
  If she had been willing to listen, she would have learned that the $200.70 they told me I owed them was paid by Social Security Extra Help and that I have an appointment Thursday with my case worker to do a conference call with EIP, EHIP, and WellCare to resolve the mystery of a sixty-something dollar balance that they were unable to explain in detail to me last time I spoke with them.
  Each time I speak with someone from WellCare, I walk away feeling more frustrated than the time before.I can't believe this is a legitimate business.

  Customer Answer

  Date: 08/26/2022

  Today I drove into town to meet with a case manager to see if we could get an explanation from WellCare about the sixty-some dollar balance that a WellCare representative told me was owed. I had asked what that amount was for, and was told that it was for "adjustments." Since I can't go to EIP and EHIP and tell them that they need to pay WellCare for "adjustments," I made an appointment with my case worker, and we called WellCare..The first call we made, we were transferred to silence. No one picked up. We called back, and eventually were transferred to someone who told us multiple different explanations 4 different balances that didn't add up. She was confused, so put us on hold, and eventually we were transferred to an "account specialist."
  We found that WellCare actually owed us money. That money was subtracted from the $200.70 check that they had previously sent because of THEIR ACCOUNTING MISTAKE. The "account specialist" assured me that the $200.70 HAD NOT been paid by Extra Help as I had previously been told.
  We were told that an itemized list of debits and credits with descriptions would be mailed and should arrive in 14 days..
  I've been attempting to resolve this issue since Early April.
  This company is a MESS.
  I truly feel like they should be paying ME for the hours, mileage, fuel, grief, and emotional distress that this issue 5 month long debacle has caused. I will likely contact a lawyer next week.
  Assuming the itemized description that they're sending balances, EIP and EHIP should be covering the balance.
  I fully intend to choose a different company during the enrollment period, and after January I never want anything to do with this train wreck of a company ever again.

  Customer Answer

  Date: 08/29/2022

  So, today I got a call from "********" at WellCare regarding my "case." She explained to me once again (because apparently they didn't realize that I had already had this conversation multiple times) that they had erroneously sent me a check for $200.70, and they needed the money back that I had already sent to EIP and EHIP, but that the balance owed was $96.**.
  I explained that I had already spoken with them last week and that I was waiting for an itemized list of where the adjustments came from so that EIP and EHIP could send them what's owed . Apparently the accounts department was not in communication with whatever department ******** works with and she had no record of the conversation that my case manager and I had with their accounts department last week.
  The amount of time, effort, mileage, gas, postage, frustration, and grief that THEIR ERROR has cost me over the past 5 MONTHS well exceeds the amount that's owed. And any company with any sort of integrity would have apologized and offered to eat the balance. Not WellCare..
  Can't wait until the enrollment period so I can dump this company and do business with someone else next year.

  Customer Answer

  Date: 09/01/2022

  This morning, someone from WellCare Executive Response Team called and left a voicemail. I promptly returned the call, and was transferred to a voicemail. I left a message with the case number referenced. A while later, I tried again, and was again transferred to voicemail. On the third attempt, I contacted a person, gave them the reference number, and she cited a synopses of the original issue; the check that they mistakenly sent back in March, and the most recent update; the itemized statement which I'm awaiting. I was informed that there would be no compensation for the time, effort, expense, and distress that their mistake has cost me over the past 5 months.
  It's obvious that WellCare cares more about $96.** than it does about customer satisfaction, and I don't believe they're willing to offer an amicable resolution.
  I fully intend to consult with an attorney after Labor Day weekend.

• Initial Complaint

  Date:08/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wellcare will not provide any assistance in finding a doctor or dentist that accepts Wellcare, and from what we have found, almost nobody in NJ does. My husband has an absess that was diagnosed, and he has been trying to get treated, for 10 days. After spending hours on the phone with Wellcare, and then calling all of the names they provided, only to be told they don't accept Wellcare, and then calling back and getting another list and getting the same results (40+ dentists), he started asking for a supervisor, or anyone who could get him the name of someone, anyone, who takes Wellcare. At this point, we've filed several grievances, and spoken with several supervisors. Each day, we're being told that someone will call with the name of a dentist who definitely accepts Wellcare within the next 24 hours. Nobody calls, so we call back, spend hours on the phone being put on lengthy holds, and have gotten nowhere. My husband is scheduled to have cardiac surgery in September that he will not be allowed to have if the absess is not treated. I'm seriously concerned for my husband's health.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 6, 2022/08/23) */
  According to our conversation today, you confirmed that your dental procedure took place yesterday 8/22/2022 as you were not able to locate a participating provider in your emergency situation. As we discussed we will continue to investigate the calls the plan received where you did not receive proper assistance. We are committed to service excellence and, therefore, your feedback has been shared directly with WellCare's Director of Customer Service for confidential handling. Please also be assured that this matter will be tracked as part of our Quality Assurance Program. We apologize for any inconvenience you may have experienced.

• Initial Complaint

  Date:08/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ****************** and help from S S. On prescription. With Wellcare it's called Dual access. I have a 0 payment for All doctors,. Prescriptions, etc. Back Mar. Of 2022 had cateract surgery. When going to ******************* in *********** ** and was charge what I gathered to be office visit. I told them I'm not to have this charge, informed my insurance WellCare doesn't pay this. I paid $37.75. Call Wellcare and somewhere months later Wellcare paid Southern Eye and not me. Then twice was charged $45.00 for antibiotics eye drops, Southern Eye said Wellcare doesn't pay. I made many phones call to Wellcare,spent hours going from one dept to the other. Get told to this and that. I sent for receipts for refund to Wellcare ***** ** office,told wrong place. I needed to send to Envolved in N.C. still nothing. File "useless appeals" with Wellcare to get off the wall reasons and they'd close the cases. Today I received the last appeal stating I needed to send receipts to ***** Office. I'm like they have had them since May. This started in. Mar 2022 and it's now Aug 2022, some 5 months. Still no refund totaling $127.75. Southern Eye says they are waiting on ******** to pay the 5. and something before they refund my $37.75 that Wellcare paid them, when it should of been since to me. The company needs to get it together. And I'm tired of their kind of c*** I just want to let them know and others that I'm not letting them get by with it .I don't have a copy of receipts because Wellcare in ***** got one and Envolved in Rocky *** N.C. got the ither

  Business Response

  Date: 08/30/2022

  Hello and Good Afternoon, Multiple outreach has been made to ******************** but we have been unable to reach her. We will continue to work complaint until resolution is reached. This case has been escalated to our Vision department for assistance. Thank you.

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  One their response is a lie they have not reached out to me not one time I did and then their response after I did was sending letter saying that they reviewed it and they close the case or I needed to send this or that to this department or that department when I did and still got nothing so they have not done anything and I'm still out my money

  Business Response

  Date: 09/12/2022

  Hello and Good Afternoon, This matter was escalated to our Reimbursement department for assistance. They confirmed the members request for Reimbursement was denied, as not a covered benefit. Contact with ******************* also confirmed they billed incorrectly and would be issuing a refund once the claim is paid by ********* Again we sincerely apologize for any confusion and dissatisfaction experienced. Thank you.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17895049
  
  I am rejecting this response because:

  That is the same thing they and ******************* has told me since *****. I just some how can't believe the $5 and something ******** hasn't paid. Not is it true that WellCare says it isn't covered when in fact they connected me to the **** with in their organization and the gentleman asked me the name of the antibiotics and he said oh yes ma'am it's covered also I have assistance with the social security to cover all medicines got the letter as I told WellCare that proves that I was approved for full subsidy and my medicines would be zero plus ******** also will pay for the eye drops someone has not sent this in and Southern I refused to send a bill to him so that's where the receipts came in that I first sent to Florida to the claims department and when I talked to the gentleman at the medicine oh the covers medicine he said no you need to send it to ***************************** gave me the address so I sent receipts there then when I didn't hear nothing after 30 more days I contacted WellCare and they told me no those receipts need to be sent to Florida they are going back and forth back and forth wishy-washy and here it is ***** May June July August September 6 months and nobody has done anything but just drop the ball on it and I'm out a total of $127.27
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called multiple times to request an "Evidence of Coverage" for their Health insurance plan called Ascension Complete Providence Secure HMO, plan H4343-004 with out any success. Their website does not list the Evidence of Coverage for this plan and the brochure for the plan refers one to their Evidence of Coverage for specific details. Each time I call I get a promise that they will send it to me but since that is not happening, I wonder if this is a scam. I can only imagine what happens to someone who enrolls in this plan and receives this type of customer no-service. I hope that someone will benefit from my eye-opening experience with this firm and avoids the situation that I have experienced at a time of need with their health insurance.

  Business Response

  Date: 08/30/2022

  Multiple call attempts have been made to the complainant and various messages have been left.A letter has been mailed to the address provided with a copy of H4343-004 Evidence of Coverage and steps on viewing the information on the Ascension Website.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July, I received a determination from wellcare about the approval of a prior authorization on a medication. The mail carrier who delivered the letter said that wellcare did not put enough postage on the letter and I had to pay $.48 postage. I did and called wellcare about this issue because I have never had to do this before. The rep for a grievance, I received a letter saying that they would review my plan. This was not the issue so I filled another grievance explaining that I had to pay postage for a letter that they mailed me. Aug 15th, I received a letter saying that the grievance was resolved because I was responsible for the letter that I sent. Now, I'm frustrated because they are right the sender is responsible for the postage and wellcare is the sender. They want me to mail them a written letter.. how hilarious, they want me to pay postage to get the postage that they owe me back. I do have proof that I paid the 48 cents. The change is not a big deal, it's the principle that disabled are already struggling and we should not have to pay postage for our Medicare prescription company. A multi-million dollar company should be able to pay full postage for the mail they send out. I'm disabled, I should not have to spend a penny on postage that should have been paid by the company. Don't we have enough problems? My goodness just send me a freaking stamp and move on.... It's $.48.... customer's should not have to file multiple complaints to correct an error you made..... FIX IT!
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 8, 2022/08/23) */
  Hello and Good Afternoon, Contact was made with Ms. ***** on 8/18/2022. We sincerely apologize for the inconvenience, we will continue to work on the back end to ensure this does not happen in the future. Thank you.
  
  
  Consumer Response /* (2000, 10, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept that they are working to make sure it doesn't happen again but they never offered to give my money back. Sad...

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Wellcare as my ******** Prescription Drug Plan. I'm Disabled and live on a very limited income. I have an infection and the doctor sent a prescription in to the pharmacy. I was allergic the pharmacist caught it before it was filled so the doctor sent in something else. They denied it. We tried every other medication that covers that infection and I'm allergic to all of them except the one that was denied. Myself and the doctor did 2 appeals and had it escalated and they still denied it. It's the only medication that will get rid of the infection I have that I'm not allergic to. They don't care. I'm suffering. I cannot pay cash It's almost 600 dollars for 4 pills. If there was something else that I wasn't allergic to that they would cover I would gladly take it. I'm suffering terribly and they won't cover the medication. This is not fair. There is nothing else I can take for this infection. I would understand if there was something else I could take but there is not due to my allergies. This company doesn't seem to care at all about my situation. I need the medication. I don't want to wind up in the hospital. I barely get enough money monthly to live. There is no other option but this one medication. I'm tired of fighting with them. Please help. Thank you.

  Business Response

  Date: 08/19/2022

  Good Morning,
  
  The below pharmacy appeal was denied please see below for reason of denial.
  According to Chapter 6 of the ******** Prescription Drug Benefit ******* ******** law excludes certain drugs from being covered by Part D. BREXAFEMME is one of those excluded drugs because the manufacturer does not participate in the Coverage Gap Discount Program. Therefore, it cannot be paid by ******** Part D.
  
  In order for WellCare to provide coverage for a medication under the Part D plan, a manufacturer must sign an agreement with the Centers for ******** and ******** Services (***) to provide a discount on all of its drugs. The manufacturer and BREXAFEMME, with NDC # *************, is not on the referenced list. This can be viewed on the *** website (https://www.cms.gov/********/Prescription-Drug-Coverage/PrescriptionDrugCovGenIn/Pharma.html).
  
  

  Customer Answer

  Date: 08/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is unexceptable. There is no other medication that will cover this infection. I'm in agony and need this medication. I'm allergic to every other medication that covers this infection.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been through a rough 4 plus years, due too having diabedies. It started with neuropathy and ulcers on my feet. This led to multiple infections. This led to an amputation and several operations. Following that 2 years of weekly visits to a wound clinic for treatment. Today I finally got the go ahead to get diabetic shoes and stop wearing boots. I called to get diabetic shoes from the local store that does that sort of thing. I was told that they do not take wellcare insurance. I called Wellcare and was told they are ******** advantage and I lose part A and B coverage when I sign with them. I actually knew that but they gave me a convoluted route to goo thru to get a small percentage of the items covered. This would be extremely time consuming when I can't afford the wait.

  Business Response

  Date: 08/29/2022

  good morning, we were not able to reach the complainant after several attempt, we have forwarded the issue to our DME department for assistance. **

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Wellcare left a message on my phone while I was showering and left a garbled message. This included a number which could not be understood. I calledthe general number which was left on my phone after the call. This led me on a 4 hour Odessa during which I was hung up on at least a dozen times. I was told my case had been escalated already and I would have to talk to the presidential team but they didn't think they were in that day. Since it was 1pm on a weekday I thought this was kind of odd. On the fourth try someone from the presidential team answered. The nice lady told me that my case had been assigned to the gentleman who had left the garbled message. She told me that she would transfer me to that gentleman, on the third ring the phone hung up.Wellcare is a disorganized mess, when they can't justify their position on an issue they just hang up. Please steer clear of them as this will not change. I appreciate this site giving me a voice though it won't help me reach a fair conclusion.

  Business Response

  Date: 08/31/2022

  good mornign, Per DME, they advised they do not see a request in the system for any diabetic shoes. The member's PCP would need to send the order and supporting clinical notes for us to review.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17895347
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************