We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Health Insurance

Healthfirst, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

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

Find a Location

Healthfirst, Inc. has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 65 total complaints in the last 3 years.
    • 23 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      So I have ******** an my supplement insurance Id **********************. With the plan I got a reimbursement card an any out of network doctor I could go to a then they will reimburse me the money I layed out. So 1/23/25 I went to ** dash an ent bc I had an ear Infection it cost ****** which I put on a MasterCard to pay the bill then in 4/23/25 I went to ** dash again for a hearing test it cost ****** which I put on a discover card. I mailed the bills into Healthfirst an I was being harassed by the people there that they wanted my bank statement or credit card statement to see if I really paid the bills. On the reimbursement form it says to never send ur bank statement or a credit card statement. So why do they keep asking me for it. Know is June an I still didnt get reimbursed the ****** that I layed out. *************** called me in May a said that Healthfirst called there a the ** sent over that papers again that Healthfirst asked for. Its not right that they are not paying me the money they owe me. Can u please help with this. I only have a copy of the ******. But Healthfirst has both bills I sent to them an also ** dash resent the bills to them also

      Business Response

      Date: 06/10/2025

      Dear BBB,

      We have resolved the issue for the member on our end.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:06/02/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      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 and the matter has been resolved.

      Sincerely,

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



       

      Business Response

      Date: 06/04/2025

      Dear BBB,

      We have resolved this inquiry with the member.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 as contacted. Yes. By someone on the incorrect department. 
      they said theyd have someone from the correct department contact me. From Health first. 
      instead someone called from NYS of health?  
      Im sure this is yet resolved. 

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




       


      answer, yet I cannot get anyone to call me back. When you call you have to constantly go through the screening process before you can be connected to someone in sales. When you do you usually get someone who is difficult to understand and cannot answer specific questions and does not follow through to have a supervisor call you when you requested it. When you ask for a supervisor, you have to wait for someone to call you back and four times that never happened. i gave up! It was so frustrating. Only once I spoke with a supervisor but I had to find out the answer to a couple of things and call back. So, we were left hanging. We still do not know if we can get on what the complication was with Cobra and what that had to do with anything. We had a major lifestyle change. I was able to get on ******** myself due to this. There should be no reason at all why my husband cannot get on this plan. Its unacceptable that we cannot get help

      Business Response

      Date: 05/30/2025

      Dear BBB,

      We have outreached the prospective member and resolved on our end.

      Sincerely,

      Member Services

      Business Response

      Date: 06/17/2025

      Dear BBB,

      We have resolved this inquiry on our end.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.

      I would like to express my sincere gratitude for your intervention. Healthfirst representative contacted me, but unfortunately, my mothers health condition has been delicate, preventing me from connecting back with them. The fact that someone reached out and is willing to listen is a significant relief after experiencing the frustration of feeling unheard. I am confident that when I speak with them, all the necessary details will be clarified and a resolution will be reached.

      Once again, I extend my deepest gratitude for your assistance. 


      cordially, 


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



       


      was never found (we sent it 3 times on electronic request , twice on paper and one by mail )..so every call was 2 hours minimum because needed to be with my 85 years old mom on the phone, no luck and i was transferred esto a manager ***** who told me that never heard of *** and that i needed to chose an Agency in ***** otherwise my case could be affected or start from the beginning to be approved. I said that is not true and we started a back and forth until with a terrible attitude she told me it was my case, my responsibility! when i asked for her name she goes why? i said oh well to know who is talking and her answer after thinking a little was humMaria! just *****.Long story short when finally i got in contact with the case manager and I explained this situation / the damage ***** is doing by miss-spreading information about *** and cohering for people to continue on these agencies. i was *************, as I was told the authorization of hours have been challenging

      Business Response

      Date: 05/03/2025

      Dear BBB,

      We apologize for any inconvenience to the member and their caregiver. We attempted to make multiple outreaches to the member and unfortunately were not able to reach anyone. If any questions or assistance needed, the member can reach out to ************************** at any time.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I have been in communication with Healthfirst and while some of the issues have been addressed, they are not complete. In fact spoke to their representative again today to go over the still outstanding issues that have not been fixed and continue to compound regarding EOBs. For example, she updated me on one claim, told me it was revised & paid by Healthfirst and a new EOB was processed on April 9, 2025. Now this EOB is in the same state as the others, not posted online, not mailed, simply not visible to the member.  Additionally, the manual EOBs they finally did send me, via secure email (which I had been asking them to do for months), are still not posted in the portal nor those that were revised have not been replaced / corrected in portal either. Having not resolved the IT issues regarding EOBs, etc is not preventing the problem from continuing to happen with each new doctor visit /invoice.

       

      Third, they have not provided the direct line to the *************** for any future inquires as they state to you. They continue to provide the general 800 number or I can email ********************************************************** and put the staff name in the subject line & then she calls me back at a later time / date.

       

      Last, the only reason they are responding to me was due to my filing of this complaint. I have been calling and reporting these compounding issues since July of 2024. Suddenly after this complaint, within 4 hours of my filing it on a Friday night after their normal business hours, they then find a way to call me back.


       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      **** *****




       
      how to "view" which I knew. Then, I should clear my cache & use Chrome, "anything else?" I have numerous case ref #'s for escalation but it doesn't matter. You can't call anyone back directly, you have to start all over. They REFUSE to connect you to a spvsr. IF people call you back & you missed, they don't leave message. 2x's this wk they hung up on me as soon as I answrd. 1X left a message but have to call all over again. They do not an email / contact form to provide facts, get logical reply nor to share supporting documents. I am sending a formal letter to their exec team *** ***** **** ***** *********, *** & also **************************** on the Future of Healthcare. This "affordable" health care plan is not affordable at all, I waste hours doing their job - don't advocate for members nor protect spending. They no idea how to provide cus svc as you can see from the number of complaints referring to the same issues, poor communication, ineffective leadership, inadequate web / IT support.

      Business Response

      Date: 04/15/2025

      Dear BBB,

      We reached out to the member and assisted with the inquiries. The issue with the Member Portal has been escalated to the appropriate team and new **** have been created. We apologize for the inconvenience and explained to the member the reason the claims were reversed. The member was also provided with the direct line to the *************** for any future inquires. 

      Sincerely,

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

      Customer Answer

      Date: 05/22/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Again, my issues have still not been resolved. First, they did not have the supervisor call me back as requested on 5/14 so I again emailed to follow up on 5/15. On 5/16 again only the initial member services team contact called me back with no additional insight. I again requested a supervisor and after some time I was finally connected. The supervisor did indeed confirm that I was correct, if EOB's are of a "sensitive" nature, as defined by them, then it would not be posted in portal but would automatically be mailed to the member. This contradicts what I was told by her employee. Clearly, as I stated in my initial complaint, their teams that manage phone calls are not properly trained as this could have been discussed MONTHS & MANY calls ago. Next, the supervisor reiterated that the IT team could not see my issue. Again I said I have been offering for MONTHS to speak with them directly, share my computer screen and / or share screen shots and was told these recommendations would be relayed but no action was ever taken nor requested of me. Finally this supervisor stated I could send screen shots & they would review & address. As of now, they are awaiting my screen shots. Therefore how could this be closed? It is NOT resolved.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      **** *****




       

      Business Response

      Date: 05/30/2025

      Dear BBB,

      We responded back to the member directly.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      2/26/25 I received a phone call from *** *. Of health first informing me that health First health insurance choise to DENY my child from continuing to receive home health aide services. My child has significant diagnosis and was just added an additional diagnosis yesterday. ****** who is my childs care manager at health first informing me formed me that she can no longer provide assistance because my child was DENIED home health care services. All this hapoend at a crucial time while I am fighting to also stop someone from termini rating my child ******** waiver. Its shameful that HealthFirst health insurance in ******** does not care about its members. Its shameful how they DENY to help parents caring for vulnerable children diagnoised with significant special needs. They are all in position of power but refuse to help. Im writing to the BBB for guidance and assistance. I am a single mom caring for my childs care manager I love dearly who has significant special needs. Who will help me? All these agencies claim to care and provide assistance LIED. My child is so precious and innocent. We need a reliable solution that will help. Please BBB help us. And warn other families with children or lived ones diagnoised with special needs to not do business with Health first because they just dont care and refuse to help when you need them Most. Also the staff are dishonest, vindictive and uncaring. Do not let them into your home because its likely that they will mushydge you and Deny you for services when you need it most. No one deserves to be treated as I have! My child and I definitely do not deserve this treatment.

      Business Response

      Date: 03/04/2025

      Dear BBB,

      We have spoken to the head of household/parent of the member and assisted with the inquiry. We explained the next steps to follow for denial of services and per request of the parent, we will process the records to be mailed to the member.

      Sincerely,

      Member Services

    • Initial Complaint

      Date:02/20/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      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 and the matter has been resolved.

      Sincerely,

      **** ******



       

      st recent on January 27, 2025) I was told a contracting specialist would reach out in 3-5 business days and was asked to provide a full range of times I would be available to speak but I have never been contacted. The clinicians are continuing to see the Healthfirst patients and have an ethical responsibility to continue care but working with this insurance provider has been extremely difficult. We are only looking for answers regarding the status of our application and why we have not been able to join.I can provide the **** Tax ID, and any other information that may be required to remedy this situation

      Business Response

      Date: 03/06/2025

      Dear BBB,

      Our account manager team has successfully connected with the provider and are currently working on gathering the documents needed to present to credentialing. 

    • Initial Complaint

      Date:02/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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 and the matter has been resolved.

      Sincerely,

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



       

      esnt state the claim will process at another tier. Per the *** were subject to ******** pricing. Marked as resolved on Name: ***** Reference to call: ******** *********, ********* $3,500.00 FF Claim Processing Date 09/17/2024 Allowed $1,371.66 Deductible $1,371.66 Coinsurance $0.00 Paid $0.00 10/18-Faxed single case agreement to ********* so she may review claim for correct tier level *************** of representative: ********* Reference: ********* 11/27-October 23rd claims team showing both services processed correctly. I argued we are subject to the tier 2 vs the current tier 3 tier that we were already subject *******: ****** *.Reference to call: ********* 12/30-*** on file doesnt state the claim will process at another tier. Per the *** were subject to ******** pricing. Marked as resolved on Name: ***** Reference to call: ********

      Business Response

      Date: 02/13/2025

      Dear BBB,

      After speaking to the provider office who initiated this inquiry, we confirmed that the issue reported is not for Healthfirst but another health insurance company located in *****. The provider is addressing this with the company directly.

      Sincerely,

      Member Services

    Healthfirst, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.