Complaints

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:01/31/2024

  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 wish I would have looked into this company further. This company is bogus. There's a list of healthcare providers that supposedly take this insurance, but they don't. I got them to email me a list of providers, that list just had a few providers on it, and none of those providers either are seeing patients, incorrect number, or they don't accept this insurance. It's like paying for insurance only to have no coverage.

  

  Business Response

  Date: 02/16/2024

  Ambetter has reviewed the case and followed up with the member. We will be submitting additional documentation asap. The local market was under the impression our grievance appeal team was directly handling the follow up with the BBB.  Sending this message to assure we have addressed the complaint.  More to come.

  Thanks, **** *****

  Senior Vice President, Plan Products

  Ambetter Louisiana

• Initial Complaint

  Date:02/01/2023

  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.

  In late December, spoke with Ambetter representative to cancel coverage effective December 31, 2022. Three weeks later, we received late payment notice so again, I spoke with representative to make sure the first customer service representative did cancel insurance. This time I was told the 2022 policy was canceled but the 2023 policy was active. This makes no sense as I never signed up for 2023 coverage and the coverage was cancelled in 2022. The second person assured the policy was cancelled and I was not responsible for any payment. The next week the billing department charged my credit card for premiums for January and February. 2023 for over $3400. This was unauthorized use of my credit card. I turned off automatic bill pay in December knowing coverage was not needed in January. Someone in Billing department decided he would look up my card on file and charge me for services I was not receiving and had called and was told was cancelled twice already. Third phone call to billing states some mystery person has to authorize a credit larger than $500 and this process may take up to 4 weeks. Meanwhile I’m on the hook to pay $3400 credit card bill for their mistake! This business has very poorly trained service staff and lacks basic interdepartmental communication skills.

  

  Business Response

  Date: 02/15/2023

  To Whom It May Concern,

  
  Ambetter Louisiana Healthcare Connections received
  your grievance on 02/02/2023 concerning ****** ****, BBB Complaint Case# 18962665.
  Due to federal and state privacy and confidentially regulations, we are unable
  to disclose any protected health information, including eligibility, claims,
  and billing information, with anyone other than our members or their authorized
  representatives.
  
  An Ambetter
  representative has attempted to contact Ms. **** to discuss her concerns;
  however, we have been unsuccessful in reaching her.  Three contact
  attempts will be made to reach Ms. ****. We
  will be sending a detailed response directly to ****** **** addressing BBB
  Complaint Case # 18962665. If you have
  questions, please call us at ************.