Complaints

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

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  CareFirst, Inc.

  PO Box 8894 Baltimore, MD 21224-0894

• 

  CareFirst, Inc.

  PO Box 14114 Lexington, KY 40512-4114

• 

  CareFirst, Inc.

  10455 Mill Run Cir Owings Mills, MD 21117-4208

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:08/14/2024

  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.

  My CareFirst's member ID: *************. I received a bill stating I owe $695.77 (Reference #: R1551458) for prescriptions filled after coverage ended. I used Online order and payment at pick-up time order with CareFirst coverage. The prescriptions were filled 5/13/24. Coverage ended 5/3/24. Online Order would have had to get approval from ***************************************** to fill PRIOR to filling the prescription. The fill dates are when the items were filled, when did **************** request approval to fill these? If **************** failed to get approval to fill, this is their fault not mine. **************** has a duty to get insurance providers approval and pricing PRIOR to filling the prescriptions. The demand for payment sent is conveniently vague with dates and threatening in nature for a first request. I want to see verification of **************** requesting approval to fill the prescriptions along with the date. Sending me an unacceptable and ridiculous bill is irresponsible billing, they have a fiduciary responsibility as a debt collector to verify all information prior to demanding payment. **************** in **********, IN had to get insurance approval prior to filling prescription. If they performed their responsibility as prescribed and requested and received approval prior to expiration and I showed up to pick up after expiration and then tell me the amount without coverage, I would rejected it at the pick-up time, this is ***************** fault. I placed an online refill request and it took 3 days for them to fill and get approve from CareFirst, they should have the Coverage end date from CareFirst and give me the full amount on my description. I paid for the amount but I would like a refund because it is not my Fault in the first place, **************** and CareFirst has enough time to give me the right total value of my prescription before they filled it and gave it to me.

  Business Response

  Date: 08/21/2024

  Please see the attached. 

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Le

• Initial Complaint

  Date:08/13/2024

  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.

  The business committed to providing mental health, but then their process crawls at a snails pace when trying to get my son his existing mental health coverage. We've had the insurance for over 2 weeks and they still refuse to expedite or escalate something that should already be taken care of. To make matters worse we went from one **** company to another expecting to have the authorization carry over due to them subscribing to the same list of providers. In all I want them to restructure their business to either remove the requirements for prior authorization or spend the time and money it takes to get a modern infrastructure.

  Business Response

  Date: 08/20/2024

  CareFirst BlueCross BlueShield and CareFirst BlueChoice (CareFirst) cannot respond to this inquiry using a public forum due to privacy regulations. CareFirst will contact the complainant within 24 business hours of this response and work directly with that party to resolve the issue at hand. 

• Initial Complaint

  Date:08/13/2024

  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 am writing to file a formal complaint against CareFirst BlueChoice regarding a billing issue that I believe constitutes fraudulent practices.I have a health insurance policy with CareFirst BlueChoice that includes annual health checks at no additional cost. However, I recently received a bill for blood analysis conducted during my annual health check from Quest Diagnostics not paid by CareFirst, which should have been covered under my policy.Upon contacting the insurance company, I was advised to speak with my healthcare provider. My doctor, Dr. ******** has confirmed in writing that all procedures were correctly coded and billed as part of the annual health check. Despite this, the insurance company has refused to cover the charges, insisting that the bill is valid.I have attached a copy of the letter from Dr. ******* for your reference. I believe this billing error is a breach of my insurance agreement and constitutes fraudulent behavior on the part of CareFirst.I kindly request that the Better Business Bureau investigate this matter and take appropriate action to ensure that CareFirst rectifies this issue and adheres to ethical billing practices.Thank you for your attention to this matter. I look forward to your response.

  Customer Answer

  Date: 08/13/2024

  Please find attached the signed form

   

  Regards

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

  Business Response

  Date: 08/19/2024

  Please see the attached response. 

• Initial Complaint

  Date:08/09/2024

  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 paid money for cobra coverage to continue with my CAREFIRST health insurance beginning of July. The health insurance was supposed to go active August 1 and it did not. Prior to August 1st I called CAREFIRST daily to check the status and make sure we would have coverage August 1. I was told by three different employees that week that they would return my call When they looked into it further, and I never received a call back, including a manager named *******. I had to ask several times on several different days to speak to a manager. I finally got put through to ******* who also never called me back. Finally, my employer worked with the broker and got it straightened out after 1 August. We had to wait to fill prescriptions to see doctors. Theyve made the insurance retroactive, but now we have to submit claims for the coverage that we did not have that was promised to us. It became active and then they had to reset my deductible. I had already met the $10,000 deductible and now they wanted me to meet it all over again. Explained that is not how cobra works and they were trying to charge me $700 For a new prescription. They said they could not help me with that and I would have to be transferred to the pharmacy. Informed them that a pharmacy cannot help with a coverage issue and I didnt want to speak with pharmacy. They then transferred me to the pharmacy anyways who cannot help me. I can never get any answers when I call and dont know what to do.

  Business Response

  Date: 08/12/2024

  Please see the attached response. 

• Initial Complaint

  Date:07/18/2024

  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.

  Since February 2024 I was supposed to receive my cards for my doctor's, appointments I have to show them. I have been calling since March to get this done. I've been told many stories about this issue, I've been hung up on, told they would call me back and they never do. I pay my bill every month but they can not get me my paper cards. This is not acceptable. **************** is not up to pare. A big company like this and can not figure out the problem. They have been having problems with my account since February. It's very frustrating. My blood pressure goes sky high and I take medicine. They have 3 different excuses. My address was in the area my name goes, my birthday was put in where my name goes and everyone is having the same problem. Which one is it? I know alot of people that have their card's. Very frustrating and I don't know what to do.

  Business Response

  Date: 07/22/2024

  Hello, 

  Please see the attached response. 

  Thank you in advance. 

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service 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.

  Thank you for your help this morning- I'm CC'ing the ***'s office in this email as well plus I've filed a formal complaint with the ***, based on the info from this morning. I have attached all the documents pertinent to this complaint. Just the back story- My daughter's wisdom teeth were removed 12/22, Carefirst sent me what they allowed for payment. Unfortunately, it did sit on my desk while I waited for the Dr ***** which I never got so I forgot about the checks. You'll see the uncashed, not deposited checks (back & front) in the attachment. I've been dealing with Carefirst technically since Dec ************************* Jan, my notes reflect that Carefirst mailed my check Feb 27 2024. Every time I talked to a rep, they were very friendly and did attempt to help me but they did inform me that the checks were never mailed so they were going to take care of it and I understand those **** can't help what another **** does or doesn't do. I called every few weeks and was told the same thing; I finally requested a supervisor mid-May and she told me checks were sent out 3 or 4 times to my address- which by the way, I'm still getting ************* that was the first time I was told they were actually mailed out. We decided to try my parents' address to see if it would work, but they have not received it either. I called back again 6/21, ref # ************* was told to wait a little longer. It's now mid-July, and my phone call this a.m. informed me that a check was never sent out at all. I'm only asking for what I'm owed, and honestly Carefirst knows for a fact I didn't cash those checks. Thank you for your assistance in this matter, **** ****** ************

  Business Response

  Date: 07/18/2024

  Please refer to the attached response. Thank you.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21991267
  
  I am rejecting this response because: I've asked for call backs before, told I was going to hear from someone within 24 hrs   never got them.      they need to call my cell ************.  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 07/19/2024

  I also want to add -this response from Carefirst is another attempt to prolong what's right.  My complaint has nothing to do with health, as they're trying to make it to be so they don't have to deal with the BBB.  it has to do with a large business not paying what it should even after they have the proof of undeposited/uncashed checks.   

  Customer Answer

  Date: 07/22/2024

  just wanted to mention that the letter offered as a response to BBB stated that Carefirst would give me a call within 24 hrs.  that was on Thurs 7/18, it never happened.  I emailed the person in the letter and even gave her 3 ways to contact me (my cell, my home & my email address)  no communication from Carefirst & no response to my email acknowledging contact.  

  The OAG's office has escalated this matter and I will keep them updated as well.   I just want my money,  I don't want to be lied to anymore.  

  Customer Answer

  Date: 07/23/2024

  it's been well over 24hrs & still no call or email from Carefirst,  i feel they're ignoring my complaint and that telling the BBB they won't discuss it in a public forum is the way to get out of it.   

  Business Response

  Date: 07/23/2024

  Hello,
  **** ****** received an email response on July 19, 2024, at 2:39pm, advising that member's request had been escalated for review.
  I was unable to respond earlier than that time frame due to the **************** network issue.
  Within my response letter from July 18, 2024, I advised that I would contact the complainant within 24 hours from the date of the letter, but did not specify calling the member directly.
  I emailed a follow-up response to **** ****** on July 23, 2024, explaining the reason for my late response as I was 5 hours short of responding to the complainant within 24 hours.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21991267
  
  I am rejecting this response because:  this is just an excuse    they have my #'s, because I have to confirm them every time I call.  I'm still receiving bills so Carefirst has my address.  No where in this response are the words "we're overnighting your checks to you"    that's the only resolution.  

  these words are from Ms. ******** email-    Communication regarding your case will now be submitted directly through the *** via written correspondence.     why is it going to this point?    I think I've proven everything there is to prove.    I'll forward this info to the ***  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 07/26/2024

  still haven't been contacted by Carefirst letting me know my checks are being sent out,   it's been over 7months of waiting      I'm paying for this out of pocket so these checks are just reimbursements.  The *** has this case and I'm in direct contact with them.   carefirst is good ins but I've been let down by them.    $652 is almost 2 quarters of dental ins premium    its half the monthly medical ins premium.  

   

  Business Response

  Date: 07/31/2024

  Please see the attached response.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21991267
  
  I am rejecting this response because:   I understand their stance on this policy but once again, this public forum is simply me telling me I need my money and it's been long enough.  there has been no further communication after Ms ******** last email saying they would contact me.  No further details on any investigation either telling me I'll be getting my checks overnight, or how they're going to correct it.  This is just the same thing I've been going thru for almost 8months now.   I'll continue to reject their responses because they're not saying except they will "get in touch"   last time it was an email telling me it was escalated- that was weeks ago with no follow up.   
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 08/05/2024

  copy & pasted directly from Carefirst's recent response to my BBB complaint.    3 business days have passed, definitely have exceeded the 24 hrs window and I'm pretty sure there's not been another global outage like they used last time,  in fact absolutely no communication attempt has been made since that last excuse   

  July 31, 2024
  
  RE: Case Number: ********
  Complainant: **** ******
  Dear ******* ******:
  This letter responds to your inquiry of July 16, 2024, in which you requested an investigation of
  allegations raised by the complainant.
  CareFirst BlueCross BlueShield and CareFirst BlueChoice (CareFirst) cannot respond to this inquiry
  using a public forum due to privacy regulations. CareFirst will contact the complainant within 24
  business hours of this response and work directly with that party to resolve the issue at hand.

  Customer Answer

  Date: 08/07/2024

  I understand   its very sad Carefirst can't stand behind their claims      I appreciate the BBB's effort 

• Initial Complaint

  Date:07/15/2024

  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 have been waiting for the $1,500 reimbursement from Carefirst BCBS as a part of my lifetime orthodontic benefit. The insurance company does not dispute that it is owed and does not dispute that it should have been paid. However, a check has not been cut and the claim is "closed" on their end. They agree that it should not be closed and that I should be receiving the benefit. (Note: the provider is out of network, so I - the patient - am tasked with dealing with BCBS.)It is important to note that I cannot see the claim on the portal. It was removed without explanation.Every time I call for the status, I wait an average of 45 minutes to speak to an agent who says they don't know why it hasn't been paid. They ask for my provider to resubmit the claim, which my provider has done at least twice. Because my portal does not show the claim, I have to call **** to get the status every time. The last two attempts have failed. First, I called a couple of weeks ago and was told that the computers were down and I would have to call back later.I just called again (7/12/2024 at 1:40 pm) to be advised via automated machine that the "CUSTOMER SERVICE OFFICES ARE CLOSED."For the record, out of an abundance of caution, I called my insurance company several times prior to agreeing to undergo this treatment in order to ensure that everything was covered and correct. I am writing this as a last resort in hopes of receiving some sort of communication. Thank you.

  Business Response

  Date: 07/17/2024

  7/17/24

  Dear ******* ******:

  Complaint ID:        21980793
  
  This letter responds to your inquiry of 7/15/24, in which you requested an investigation of allegations raised by the complainant.
  

  CareFirst BlueCross BlueShield and CareFirst BlueChoice (CareFirst) cannot respond to this inquiry using a public forum due to privacy regulations. CareFirst will contact the complainant within 24 business hours of this response and work directly with that party to resolve the issue at hand.
  
  Thank you for the opportunity to address your inquiry. If you have questions or concerns regarding the information provided in this letter, you may contact me at **************.
  

  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21980793
  
  I am rejecting this response because:

  I not contacted in any form by the business. I was advised I would be contacted within 24 hours.

  Business Response

  Date: 07/21/2024

  7/21/24

  
  ******* ******
  Dispute Resolution Specialist
  ********************************************************************************
  Phone: **************
  
  Complaint ID: ********
  
  Dear ******* ******:
  
  This letter responds to your inquiry of 7/18/24, in which you requested an investigation of allegations raised by the complainant.
  
  Again, CareFirst BlueCross BlueShield and CareFirst BlueChoice (CareFirst) cannot respond to this inquiry using a public forum due to privacy regulations.
  
  CareFirst will contact the complainant within 24 business hours of this response and work directly with that party to resolve the issue at hand.
  
  Thank you for the opportunity to address your inquiry. If you have questions or concerns regarding the information provided in this letter, you may contact me at **************.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21980793
  
  I am rejecting this response because: I was not contacted by the business.
  

  Instead, I called again today. I was finally able to speak to an agent who has hopefully identified the issue, which he states was that the system did not recognize my provider. He manually entered the claim and advised I should receive my funds in about 20 business days. 
  

  Customer Answer

  Date: 08/02/2024

  Please update the complaint to reflect that I have received partial payment and am expected to receive full payment next quarter. Thank you.

• Initial Complaint

  Date:07/10/2024

  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.

  See my account below and history. No response on my appeal yet. My dental claim was declined bc it was 1 day short of 6 months. I have always paid and called customer service since May and issue is not resolved. I followed the appeal written correspondence process and no decision was communicated. I have escalated multiple time and on June 6th was told the claim was approved but my explanation of benefit notes otherwise . I get reference numbers just for the call and there is no accountability and poor customer experience. The agent does not understand the dental codes either

  Customer Answer

  Date: 07/10/2024

  This is regard to my regular dental cleaning on 4/18 - It was denied due to a day short of 6 months, I followed carefirst's to write an appeal and I mailed my letter at the end of April. I have not yet received a response or updated explanation of benefits for 4/18 and still says denied for 1 day short which is not accurate. I have always had two cleanings per year and should not be denied. I have been waiting for a carefirst escalation manager to call me back - last noted ******* ****** to rexxamine my claim so I can pay my dedutible and bill to my dentist. This has been ongoing for 3 months and carefirst will not provide the updated EOB

   

  Claim # ****** 179

  Exam Code D0120

  Cleaning D1110 and all the **** The Dentist just tells me to call carefirst but their service is terrible. 

  Business Response

  Date: 07/15/2024

  July 15, 2024

  ******* ******
  Dispute Resolution Specialist
  ********************************************************************************
  Phone: **************
  

  
  Complaint ID: ********
  
  

  Dear ******* ****** (Dispute Resolution Team):
  
  This letter responds to your inquiry of 7/11/24, in which you requested an investigation of allegations raised by the complainant.
  
  CareFirst BlueCross BlueShield and CareFirst BlueChoice (CareFirst) cannot respond to this inquiry using a public forum due to privacy regulations.
  
  CareFirst will contact the complainant within 24 business hours of this response and work directly with that party to resolve the issue at hand.
  
  Thank you for the opportunity to address your inquiry. If you have questions or concerns regarding the information provided in this letter, you may contact me at **************.

• Initial Complaint

  Date:06/27/2024

  Type:Billing 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.

  My daughter was seen at *********************************************************** on 12/17/23. She was diagnosed with an ear infection and prescribed antibiotics. Our urgent care co-pay is $70, yet the bill I received in January was for $269. After my initial conversation with CareFirst it became apparent that they were applying the wrong benefit to this claim (processing it as an out-patient hospital visit vs. an urgent care visit). After at least 6 long phone conversations with CareFirst (and many more conversations with ****************** they have yet to reprocess this claim correctly. Initially CareFirst was saying the coding was wrong (which it is not), and now they are saying the address the claim is coming from is an outpatient facility (because ***************** owns and operates this free-standing urgent care facility).I appealed the claim and provided every piece of documentation I had. I also recapped every conversation I have had with CareFirst and *****************. They just rejected my appeal. I received a stack of papers with legal jargon and the sentence 'the decision of CareFirst is that the original benefit determination has been upheld'. There was no acknowledgement that they even understood why I was appealing the claim or the documentation I provided.I have already paid the bill I received because after 6+ months I was not going to risk my credit score over CareFirst's incompetence. However, CareFirst still owes me $199 (what I paid in addition to the $70 that should have been covered by my benefits per my insurance policy).I have had many bad customer service experiences, and even more mediocre ones. This one is probably the worst I have ever ************** hope was to resolve this through CareFirst, but they have made that impossible. I am hoping the Better Business Bureau can help me navigate how to resolve this once and for all, and I also hope this can be a warning to other consumers to not trust CareFirst and how they process claims.

  Business Response

  Date: 07/09/2024

  Please refer to the attached response. Thank you! 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21907075
  
  I am rejecting this response because:

  The response from CareFirst did not address my concerns. It simply said 'the case is currently under review, and we will follow up with an update within the next seven to ten business days'. I reached out to ******** asking how I should handle responding to BBB given that I only had a couple of days to respond. I have not heard anything back from her, and I don't want you to close this case, so for now I reject the response given that it has yet to address any of my concerns.

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

• Initial Complaint

  Date:06/27/2024

  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.

  My employer sponsored Carefirst policy was terminating on 5/31/24 due to job termination. On 5/14/24 I applied for my own Carefirst policy through the Carefirst website. I got an email asking for proof of qualifying event to be upload to the application account by clicking a link listed in the email (I've attached documentation of this email) I did so immediately on 5/18/24 and I got a "Successful Upload" message which I have also attached. I didn't hear anything back so I called a few days later and the woman told me that uploading the proof was not acceptable (even though I was told explicitly in the email to do that) and that I would have to fax it. So, I purchased an online fax account and faxed the proof and got a successful transmission confirmation (also attached). I called back a few days later to confirm it had been received and they said it had not been, and to call back the next day. I called everyday for the new few days and kept being told it had not been received. I was told there was nothing anyone could do for me and was even hung up on when I expressed my concern and frustration. Finally I reached someone willing to help. He had me log into my member portal from my old policy and send a secure message with documentation that way. I did so and he confirmed that he received it and would forward it to the eligibility department and told me to call back in 10 days. I waited 10 days and called back and was told that there were no updates to my account. I called back the next day and was told that everything had gone through but my new group number was being generated and it would take 3 to 5 days to populate in my member account. I checked my account everyday for a week and the number was never populated so I called back on 6/26. I spoke with Juan and he gave me my new group number. It turned out to be an old one from an inactive policy. I called right back and reached someone else who told me my application had been closed bc no one received my proof.

  Business Response

  Date: 07/03/2024

  Please see attached response.