Complaints

This profile includes complaints for Blue Cross/Blue Shield of Louisiana's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Cross/Blue Shield of Louisiana

  5525 Reitz Avenue Baton Rouge, LA 70809-3307

  
• 

  Blue Cross/Blue Shield of Louisiana

  PO Box 98029 Baton Rouge, LA 70898-9029

  

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:12/02/2024

  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 joined my spouse's plan Nov 1, 2024, as a dependant. I realized today that I never got my medical cards, despite paying for coverage, so I called and was "helpfully" informed that my cards were NEVER SENT.
  
  Why in the hell was I charged $679.20 for coverage and no card sent?
  
  Is that supposed to be funny?
  
  Would you be happy with spending $679.20 and learning that the company you paid, just never bothered to send the cards, making the money spent a complete waste of time.
  
  I want Nov/2024 premiums refunded (fat chance, I know), since BCBSLA directly prevented me from using the coverage throughout November. Just November. Not the entire year or anything silly, but this will request will still be denied, because greed over service.
  
  Care to bet lunch on the outcome of this? rofl.

  

  Business Response

  Date: 12/12/2024

  Dear Mr. ********
  
  We are sorry to hear about your problems with timely access
  to your member ID cards. Louisiana Blue provides administrative services to the
  Office of Group Benefits. Louisiana Blue received the change request for your
  coverage on Nov. 22 and ordered cards to be printed and sent to you on Nov. 25.
  You should have received your cards within seven to ten days. Although you did
  not have cards, you were still considered a covered member on your health plan.
  If you used care during the month of November, you can ask your provider to
  send any claims to Louisiana Blue under your member ID number. Once claims have
  been received and processed, you will receive an Explanation of Benefits, which
  breaks down the charges from your provider, discounts from Louisiana Blue and
  any out-of-pocket expenses you may owe your providers.
  
  
  Kind regards,

  ******** ******

   

  Customer Answer

  Date: 12/16/2024

  
  
  Complaint: 22626495
  
  
  
  I am rejecting this response because:

   

  I *STILL* do not have an insurance card for a product that I grossly overpay for.

  I just spent a half hour on the phone to be told this idiocy:
  

   

  Multiple sets of my cards are being held by USPS.

  (Note: This is despite me getting mail regularly of all other types, including EOBs for my spouse)

   

  The cards were ordered on Nov 22, 2024, but somehow didn't arrive at USPS until 12-15-24.

  (Note: That's the set of cards allegedly ordered on Nov 22nd, 2024.)

   

  I have an idea. How about you stop with the horse ***** Is that in the list of scripted options for non-answers?

  
  
  InSincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 12/18/2024

  We are sorry to hear that you have not received you ID
  cards. These cards are mailed via the USPS and once they mailed, we have no
  control of when they are delivered. I understand that you were told on your
  phone call with our customer service department on November 16, 2024 that we
  had ordered your card three times and we showed that they were at the Post Office
  at ***** *** ******* *******, Baton Rouge, LA. We hope you will receive them
  soon if you have not received them already. 

• Initial Complaint

  Date:02/19/2024

  Type:Order 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 forgot to pay my January bill until early February. I've had NO COVERAGE since February 1st. My complaint is multi fold; When I paid, I had the option to pay last month or the total amount due for January and February. There was NO indication I'd have NO coverage unless I paid 2 months. They just took my $137 but never told me that wouldn't reinstate my coverage. Today I tried to make another payment (for this month) but I was already billed for MARCH too, on the 13th, even before the middle of February! My premium has NEVER been due before the first of the month until this year. Also, my premium WAS $24 per month. This year it's $137 per month. WHY? I get healthcare coverage from Healthcare.gov because we are a LOW INCOME HOUSEHOLD ~ $28k per year from SSD. My husband has Cystic Fibrosis AND Diabetes. WHAT PART OF $28,000 annual income justifies an insurance premium of $1650 per year?!!! That's roughly 6% of our annual income!!! Is this even allowed under the Affordable Care Act? I never received ANY explanation for or warning about an increase and this was a 571% increase.
  
  In short, they increased my premium by 571%, took a one month payment in EARLY FEBRUARY (rendering me due only for February) without alerting me that I STILL wouldn't have coverage, then billed me for the upcoming month before the middle of the current month, thereby making it a requirement for me to pay TWO months (yet again) before getting coverage reinstated. I don't have $277, so I don't have insurance anymore.
  
  Their business practices are VERY unethical. This feels like a targeted attempt to get rid of someone like me, with health issues. The Affordable Care Act is designed for lower income people to have access to affordable coverage. How is charging a premium that is equal to 6% of a disabled family's income "affordable?"
  
  My premium increased dramatically and it needs to be affordable again. This needs to be reviewed by whomever and whatever department made this determination.

  

  Business Response

  Date: 02/29/2024

  Good Afternoon,

  Please do not post the contents of this letter to the portal as it contains personal information about the member. 

  Thanks, 

  ****** *****

  Customer Answer

  Date: 02/29/2024

  
  
  Complaint: 21311500
  
  
  
  I am rejecting this response because: IT IS FALSE. 
  

  There was a very small increase in my income in December; a few dollars monthly. However, my spouse's SSI payment DECREASED by about $2400 annually since first applying on Healthcare.gov in August 2023,  because we no longer qualified for Medicaid to reimburse his Medicare payment amount. The premium should not be more, if it is based on income changes and the premium increase was inordinately and disproportionately high. This may be due to changes by BCBS in the policy benefits, coverage amounts, and deductible but it cannot be due to income. You changed the terms of the plan, including the percentage paid by BCBS for covered services and the deductible and immediately began charging much, much higher premiums. 

  Yes, I changed policies because I was forced to either do so or try to pay an increased premium of $571%. Additionally, regardless of WHAT our income is now, if it is ANY amount beyond the Medicaid cut off, the premium for my policy is STILL $137 (even if the income is LESS than it was in August 2023.) Trying to claim that the increase is due to income is FALSE. 

  Even after changing the policy to a zero premium option (with suboptimal coverage of only 50% for tests, emergency rooms, inpatient or outpatient procedures) my account is still showing a balance due for February. 

  HOW is that possible when ALL BENEFIT CLAIMS WERE DENIED in February? You provided no coverage, so what exactly are you charging me for? I have a multitude of significant and severe health problems that can and do create life threatening emergencies. The policies you offer that are affordable are inadequate and the policy I had is no longer affordable. To make matters worse, I'm still seeing charges for Feburary even though you provided no benefits this month. Again, this increase canot be due to higher income; the premium for that policy is still $137 if our income is reported as less than it was last year. 

  So if this is due to my increase in income, then if I have precisely the same amount of income as last August, then the premium will be close to $24 monthly again? I just really need to know how to get my premium back to (roughly) that amount for this same policy. 

  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/01/2024

  Good Morning, 

  Please do not upload this information to the portal as it contains sensitive information. 

  Thanks, 

  ****** *****

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: 21311500
  
  
  
  I am rejecting this response because:

  $23.24 × 590.45% = $137.22

  ... actually an increase of 590.45% not 571%. 

  That is the increase in MY out of pocket premiums from last year to now. 

  Regardless of the "subsidy" and the actual premium cost annually, MY cost did indeed skyrocket by almost 600%. This is apparently due to a TINY increase in income. My whole point is to state that it makes NO SENSE, is unjust and unfairly targets people like me and my husband, who are very low income people, effectively punishing us for being disadvantaged due to severe disabilities and solely  because we earned a few dollars more per month. It makes more sense to just work less and earn less in order to qualify for better coverage at a much, much lower cost out of pocket. That is exactly what I'm going to have to do. 

  Lastly, you're saying there were NO claims for February.  That is because every time I attempted to see the doctor or get a prescription filled, I was informed that I had "no insurance" when they tried to file a claim. How could I file any claims when the potential recipients see a notation in my account that there's no coverage??!! 

  Please remove the charge for February and we can move forward.  You paid nothing and honored no claims. I still have no answer as to why I see a charge for February, when BCBS correspondence has stated that you stopped honoring claims on February 1st. Again, WHAT are you changing me for?  Services not rendered? 

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/12/2024

  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.

  Bill date is for Feb.14, 2023 for 765.36 and March 16, 2023 for 116.99. I received on Jan 06, 2024 from Credit Collection Services. I had at that time Medicare Blue Advantage. The bill is from Quest Diagnostics Incorporated, because it wasn't paid it was sent to collections, I have called several phone numbers no one will help. I have Medicare part A and B. I know this bill is not for me to pay. I called for help and was told by Quest Diagnostic there's no coronation of benefits Blue Cross did not put who is Primary and Secondary Please help me

  

  Business Response

  Date: 01/25/2024

  Good Morning,

  Please see the attached response for case 21133320.

  Thanks,

  ****** *****

  

  Business Response

  Date: 02/01/2024

  Good Morning, 

  The member personally advised that she was appreciative of our efforts to help resolve the situation. We and the member are aware that this process will take more than 30 days to resolve. At this time there is nothing further to do until her claims have been processed. We can follow up within the next 30 days as it relates to the claims processing. Please advise.

  Thanks, 

  ****** *****

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: 21133320
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Today is Feb 01, 2024 the first call from Blue Cross was on January 23, 2024. No body have contact me back

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service 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 purchased secondary dental insurance with Blue Cross Blue Shield of Louisiana for my 16 year old and 7 year old. I asked the representative if I could add my kids to my dental insurance under Blue Cross but he told me it would be better that they have separate plans, independent from mines. I spoke to a relative and was told that he should have given me a choice. I can’t even look up their claims online because they’re minors. Customer service is not helping me.

  

  Business Response

  Date: 07/26/2023

  See attached written response.  Business requested not to publish online due to HIPPA regulations.

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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.

  I don't know who's responsible, so I'm creating two complaints for each of the Provider, Baton Rouge General and Blue Cross Blue Shield, and I've worked with both. This is complaint 2 of 2 and they are identical.
  
  The health provider has sent 2 revisions to their order for accidental injury office visit I made in 8/2022. At first, they considered/coded it as an "Ocrruence Code" = 11, which means it's a simple onset of injuries. This was later, to my knowledge, revised to an ocurrence code = 01 indicating the accident component of the injury. Blue Cross has since reprocessed my claim twice more and I am still being charged as if this claim is due to Onset of Injury/Illness and is requiring that I pay the amount of 241 dollars that is not covered by my deductible.
  
  Earlier 5/25/23, I was notified that Blue Cross had been in contact with BR General and was explained by them that since my claim on 8/29/2022 was due to a fall, that that was why the coverage was different than an injury/claim made on 2/5/2023. However, this is incorrect. Accidental injury, by definition in the Benefit Plan FEP Blue Focus, page 81, "What is an accidental injury?
  An accidental injury is an injury caused by an external force or element such as a blow or fall and which requires immediate medical
  attention, including animal bites, and poisonings. (See Section 5(g) for dental care for accidental injury.) ". According to my incident, and the coverage offered, I sustained an injury due to a fall at 10pm on 8/27/2022. On 8/29/2022 at 9am, I visited my primary care for treatment of that injury. The timeline stated here and on the order from the provider clearly indicate this was within the 72-hour window to meet that definition of coverage.
  
  Also, according to my coverage, for accidental injury claims, "FEP Blue Focus - Preferred
  Nothing for outpatient, hospital and physician services within 72 hours", why am I being asked to cover the full amount of the plan allowance when this should be covered?

  

  Business Response

  Date: 06/14/2023

  Good Afternoon,

  This complaint is still being worked. It has been sent to our FEP department to provide a response. We should have a response no later than tomorrow.

  Thanks, 

  ****** **

  

  Business Response

  Date: 06/15/2023

  I received further correspondence from the FEP business area handling this complaint late yesterday afternoon. The department has made multiple attempts to contact the provider. According to the FEP department, they received a corrected claim from the facility but it is in complete. Contact was made with a representative from the facility and it was advised they would have the claim sent back to their coders for the proper adjustment. The rep also advised we could check back with them Friday to see if the necessary adjustments have been made. The claim is not currently adjustable as received. The FEP department would like additional time to ensure that the case is satisfied to our standards as well as the members. Please advise if additional time can be granted to complete this process.

  Customer Answer

  Date: 06/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20109108, and find that this resolution is satisfactory to me. I agree to allow more time for resolution but i want this to remain open.

  
  
  Sincerely,
  
  
  
  *** *****