Business Profile

HMOs

CareSource

Complaints

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

Customer Complaints Summary

56 total complaints in the last 3 years.
16 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.

Initial Complaint
Date:10/27/2023
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 Have requested premium receipts on multiple occasions and Caresource will not provide them. Last call was 10/27/2023 employee***** Supervisor- ********
Business Response
Date: 11/03/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted the member directly on 11/2/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone so a secure email was sent with the plan’s findings in detail on 11/2/2023. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Customer Answer
Date: 11/04/2023

Complaint: ********

I am rejecting this response because:
I did not receive any email in regard to this complaint.

Sincerely,

****** *******
Business Response
Date: 11/10/2023
Upon review of the concerns noted in the members rebuttal) and to protect the members PHI, a Member Services Representative contacted and spoke to the member directly on 11/9/2023 to discuss their concerns in detail. Member was advised the emails were sent to the address on file and they were resent with the 11/9/2023 outreach. As a result of the discussion with the member, we were able to fully resolve the issue and the member expressed no additional questions or concerns at that time. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:10/19/2023
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.
Care Source started sending me letters about a year ago saying I was silver coverage. I didn't start any of this. As you can see in copy of letter I am enclosing that this ?????? identity theft started on May 31 2023 (that's according to them) Now they are definity saying as indicated in letter that some ??? protected information data was stolen. Identity theft is serious (I have tried my whole life to be a good citizen hard working votes family veterans etc.)
see Attached document
Business Response
Date: 10/27/2023
Upon review of the concerns noted in the member's complaint and to protect the members PHI, a Member Services Representative attempted to contact the member directly on 10/26/2023 and 10/27/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone, so a secure email was sent with the plan’s findings in detail on 10/27/2023. We appreciate the inquiry and believe this resolves the issue. Thank you.
Customer Answer
Date: 11/16/2023
ID ******** Please keep this case its all from Indy (Care Source) since this is Indiana.

The BBB ID is ******** On Nov. 3 Fri. late afternoon I called a number they (Care Source) sent ************** I told the fellow who eventually answered it the ID number they gave me (even though I never signed up with them and never heard of them) Care Source ********* I told him politely I don’t want anything to do with them I never did said do not automatic enroll me told him I was victim of their hacking id theft I said thank you and hung up. Now they are still bothering me they send “garbage” to my old address and current one I cant deal with these liars – my stuff at Equifax is so messed up I have to resend them certified stuff again (talked to Equifax sent them stuff – now I have to redo that because of this mess)

I wouldn’t recommend Care Source to anyone they don’t take responsibility about any of this I never was their consumer or client they chose my name; don’t know how – then they chose the vendor (moveit) whatever that is and they take no responsibility now they will probably mess up my house and my retirement I need them out of my poor existence

Please Evansville BBB make them pay me the compensation that I put in my first paper work to you. Thank you BBB because no one helps when we poor people get stuck with these bullying phychos – I told them nicely not to reenroll me that I wasn’t in the first place but they wont listen they are awful!

Thankx Sincerely

Hands are cramped up sorry can’t write good

Also I am not any kind of mental illness (have that on good honest authority) so I don’t think whoever claims that about the victims should be believed

So I would not need to be further violated by being called mental or try to get overpaid nuisance to lie and “eval” since I already know im not.
Business Response
Date: 11/27/2023
Not sure what happened but we did respond on 11/22/2023. Below is the response provided on 11/22/2023.
11/22/2023 10:11:21 AM
Upon review of the concerns noted in the members rebuttal and to protect the members PHI, a Member Services Representative contacted the member directly on 11/21/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone, voicemail is not setup so the representative was not able to leave a voicemail and member does not have email. The Plan has sent a letter to the member outlining the resolution on 11/22/2023. We appreciate the inquiry and hope this resolves the issue for the member. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:09/26/2023
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.
They denied necessary diabetic equipment and don’t even know what it’s used for! Approved Omnipod 5 G6 but denied Dexcom G6. One doesn’t work without the other! Like giving you the engine but not the car. I can only speak with member service who barely speak English and admit they don’t know anything about medications! But they won’t let you talk with anyone else. They tell you they have a pharmacy department but you can’t speak with them. How is it a pharmacy doesn’t know basic diabetic equipment? Unbelievably inept and very shady company.
Business Response
Date: 10/04/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted the member directly on 10/3/2023 and 10/4/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone so a voicemail message was left and a contact letter was sent to the member on 10/4/2023.. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:09/15/2023
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.
My husband was fraudulently enrolled into this while we already have Medicaid and this kicked our Medicaid out of being our primary insurance. He has needed insulin for 4 days now and I still have not been able to resolve the issue. I have been thrown around from this company and Medicaid and care source refuses to give me and email stating it was canceled so I can over ride this and Medicaid can kick back in so he can get his insulin. This will probably make us end up in the hospital and him deathly sick. This is a big joke no one can help me and this medication is need for him to live. I will definitely make sure everyone I talk to knows this story and no one ever goes with this company. They have made my life hell for 4 days.
Business Response
Date: 09/25/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted the member directly twice on dates 9/21/2023 and 9/22/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone so a letter with all detailed information was sent to the member on 9/22/2023. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:08/03/2023
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.
Would like to speak to a manager I called to get my husbands medicine filled, needed to pay premium which I then did, medication still said that when I called again. Now that is the next month they want this month paid in full I told them I have documentation they paid the doctor bills and perscriptions for us but tell me I have no insurance I have a letter stating my insurance premium must be paid by end of month or insurrnce will be canceled. so when I told them that on phone they all sudden wanted to talk to my husband who they know is out of town for the week and can hardly walk and really needs this medicine the day he gets back. I said when I tell you all the issue and tell thatI have proof I am not wrong and they need to fill the medicine can I speak to a manager they hook me up with the same guy I talk to last week wit the same issue . Bottom line is this medicne cost money and they don't want to pay them I have had this insurance for years many of thousands of dollars but they dob't want to work with me my husband not far from a wheel chair and this med could help him to get back to normal. they are unjust and unfair why can they do this to people. I could get help with this meds from another source but can't even get that because they keep noting this on claim
Business Response
Date: 08/10/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted the member directly on 08/07/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the member by phone so a secure email was sent with the plan’s findings with attachments in detail on 08/08/2023. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:06/27/2023
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 purchased a health plan from CareSource through the marketplace to cover the entire year of 2022 for myself and my wife. We set up auto payments immediately, and never missed a payment for this plan. We purchased this plan primarily to cover my wife's pregnancy and the delivery of our daughter. At 9 months pregnant, on the day of delivery, CareSource claimed just my wife's coverage was voluntarily resigned. They have no record or proof of I, my wife, or our health insurance agent resigning coverage. No one resigned coverage of my 9 months pregnant wife. Due to this supposed resignation of coverage, CareSource has not paid my wife's hospital bill of over $8,000 which they are required by law to pay. I have spent over 40hrs on the phone with CareSource. Marketplace representatives discovered CareSource's error and told them how to fix it. CareSource has told us twice the will pay in full for the bill. They have never paid. Community Health Network (who the bill is owed to) called CareSource a few days ago and was told, once again, of the voluntary resignation of coverage which is false. We have attempted over 8 separate times to get this resolved directly with caresource including a call between my health insurance agent, myself, CareSource, and the Marketplace. We have been advised to sue CareSource if they do not pay a settlement including the full bill in question. My health insurance agent has detailed notes on everything and is willing to be a witness in court should CareSource fail to fix this issue.
Business Response
Date: 07/06/2023
Thank you for sharing Ms. *****'s complaint. To protect the member's PHI a Member Services Representative contacted Ms. ***** on 6/30/2023, but was not able to speak with her. A letter will be mailed to the member advising of the plans findings. We appreciate the inquiry and believe the letter will resolve the issue. Please contact us if we can provide any additional information. Thank you
Customer Answer
Date: 07/06/2023

Complaint: ********

I am rejecting this response because:
The plan already performed an internal investigation and found itself at fault several months ago. The findings determined they would pay all outstanding bills in full. Since then, they reverted to claiming a coverage gap. Also, we are six days past when they called demanding to get my wife reinvolved despite the effects this has had on her and their past assurance that all communication would go through me, and we have no letter from them. We need that bill paid in full, and realistically there ought to be some compensation from them to us for the severe stress they’ve put us through and for their gross negligence over the last 10 months

Sincerely,

***** *****
Customer Answer
Date: 07/17/2023
Consumer More Information:
complaint #******** This message pertains to the complaint number listed above. CareSource contacted my agent today, and once again demanded my wife schedule a phone call with them, my health agent, and a healthcare marketplace representative to "achieve a resolution." We had a group call with these same parties in February of this year that lasted 2 hours where the Marketplace rep discovered the fault in CareSource's system and records, and sent them information to fix the issue. CareSource verified receiving it. They somehow did not do whatever they were meant to with the information. 3 times since then, they have admitted fault and claimed they would pay the provider in full, but never did. I have had to follow up myself every time and always discovered that CareSource has not done what they said they would. They have also refused to provide any documentation of any of this in writing since the issue first occurred despite our repeated requests for a paper trail. We are concerned that CareSource will try to contact BBB requesting the case be closed in their favor for our supposed lack of cooperation. To be clear, my wife and I have both had severe panic attacks as a direct result of the stress this situation has caused us for 10 months, and my wife is pregnant once again. We have been unable to get medical help for the panic attacks as the problem is a direct issue with our health insurance company. I cannot have my wife involved any further as the potential loss of our new baby's life is something no one can put a financial number on. I still seek the recompense for damages as this has made our lives a living hell for nearly the last year. I mainly just want to be sure to head off CareSource attempting to claim we are not cooperating when I have spent 60+ hours on the phone with them attempting to get this issue fixed, and they have lied about it 4 separate times now.
Business Response
Date: 07/25/2023
Thank you for sharing the additional information regarding the *****'s complaint. To protect the member's PHI a secure email with a letter outlining a timeline of events and response was sent to the email address provided on 7/25/2023. We appreciate the inquiry and hope this resolves the matter. Please contact us if we can provide any additional information. Thank you.
Customer Answer
Date: 07/25/2023
Hi there!

I just wanted to provide an update having just received some further communication from CareSource. Despite their claims, this is the first written communication I have ever received from them on the matter in question. It appears that they are trying to redirect communication outside of BBB and IDOI systems and instead communicate within the CareSource system itself as the message directed me to an internal messenger within CareSource. I responded to their email and told them they must direct communication through IDOI and the BBB as we have to have them being held accountable by outside agencies.

I read through the PDF letter which was apparently their response to both the IDOI and the BBB complaints. This document goes through all communications between myself/ wife and CareSource by date while conveniently omitting extremely important information. The basic issues without going line by line appear to be
1) A claim that we signed up for a health plan that was about 8 and a half months long (which we did not, and I have been informed that no plan of those terms even exists)
2) Obviously that we terminated our plan only for Rebekah while she was in labor (which is impossible because it was partway through the month, and they admittedly have no record of resignation being given)
3) They omit the 5 instances on phone calls where CareSource representatives supposedly discovered the issue within their system that falsified coverage resignation and claimed they would have the claim paid in full within 20 days
4) They also omit speaking on the internal investigation i was told they performed and found themselves to be at fault and once again claimed the bill would be paid in full within 20 days.
5) Finally, I see that they are trying to claim that the Marketplace never sent them the documents needed to fix the issue at hand, however CareSource told us on a phone call that the information was in fact received and would result in the fix and payment of our claim.

Again, they are basically demanding communication on the phone from my wife despite the fact that over 40 hours of phone calls with repeated claims that the issue is fixed have never resulted in the issue being fixed. And to reiterate from my earlier messages, the stress caused by and demands issued by CareSource to my wife have directly resulted in panic attacks which have posed a danger to her and to our unborn son.

They are withholding important information in their communication, attempting to divert communication away from outside agencies that can hold them accountable, and demanding more phone calls despite that having never read to resolution before. I want to make sure that is documented by both outside agencies involved in investigating CareSource to ensure they are not heard when they attempt to present us as uncooperative. As far as I am concerned, we could have walked from this situation months ago, but instead have poured tremendous time and resources into getting the issue resolved despite their incompetence and repeated lies about resolution being realized and achieved.

I believe it is worth noting within your agency that we are not the only ones facing this issue. I know of at least 2 other families experiencing identical issues with CareSource including my own mother. I thank you again for your time, and for working with us on this matter, and I look forward to CareSource being held to account for their actions.
Business Response
Date: 07/26/2023
Thank you for sharing the *****'s complaint. Per Policy and to protect the member's PHI, the plan communicates either via secure email or direct contact by a Member Resolution Specialist. On 7/25/2023 the initial resolution was sent to the member via secure email, which again was rejected. Since the member has now filed an Indiana Department of Insurance state complaint, the State of Indiana will be handling this going forward. Thank you
Initial Complaint
Date:06/02/2023
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.
We continuously have problems with our health insurance company, CareSource, denying coverage for medications that will help improve our lives and health, help to manage disease progression as well as denying coverage and payment for already prior authorized medications and treatments. CareSource has repeatedly denied coverage and refuses to pay for prior authorized medical care. We have letters of approval, but infusions (medications) and procedures are not being paid for. When I call CareSource member services I do not get any help at all, I am told I have to file an appeal so that it can “be looked into”. Meanwhile, our children’s hospital is not getting paid, and our coverage is accruing tens of thousands of dollars in unpaid bills. Appeals take months to resolve all while more treatments and medications are needed; and I can hardly get one denial from CareSource worked on before two more issues have started. I have worked hundreds of hours just this year in 2023 already to resolve issues that have come from CareSource wrongly denying coverage for already prior authorized services.
Business Response
Date: 06/12/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted and spoke to the member directly on 6/9/2023 to discuss their concerns in detail. As a result of the discussion with the member, we believe the issue is now resolved. The Member Services Respresentative sent an email on 6/9/2023 to the email address provided in the complaint. Please contact us if we can provide any additional information. Thank you
Customer Answer
Date: 06/15/2023

Complaint: ********

I am rejecting this response because:
At this time, there is a review of the complaints and some action has been taken to reassess. However, full closure and reversal of wrongful denials has not been completed. I've been contacted bu CareSource to let me know that this review process could take until the end of the month of June. So, until this has been satisfactorily completed and all denials (in error!) have been paid for, this cannot be considered completely closed and successful. Also, until we have complete resolution that these "denials in error" will not continue with the same provider services in the future, we do not have complete satisfaction. I look forward to successful resolution with no further denials of the same service every few weeks and expect that this truly can be resolved.
Sincerely,

******** *******
Business Response
Date: 06/20/2023
Upon review of the concerns noted in the members rebuttal and to protect the members PHI, a Member Services Representative contacted and spoke to the member directly on 6/19/2023 to discuss their concerns in detail. The member is still not understanding that the plan has to abide by the regulators policy and procedures, and therefore is still in disagreement with the resolution. The Plan believes the issue resolved even though the member does not agree. Please contact us if we can provide anything additional.
Customer Answer
Date: 06/20/2023

Complaint: ********

I am rejecting this response because:
"The Plan" continues to ignore their own rules and regulations of business practices. When a member has a prior authorization in place for specific services, "The Plan" cannot deny coverage of that allowed
service. A prior authorization given by this health insurance company allows and agrees that a specific service is able to be provided for, that's exactly what an authorization means. Per CareSource.com "All services that require prior authorization from CareSource should be authorized before the service is delivered. CareSource is not able to pay claims for services in which prior authorization is required but not obtained by the provider."
We have obtained a prior authorization for this service before dates of service. As per your website and your policies, since I have obtained a prior authorization beforehand, this service is able to to be covered and paid for by our plan.
We have not come to a resolution on this matter since there is not an understanding by "The Plan" of how a prior authorization works. As stated on your website, I have correctly followed the steps required for prior authorization services.

Sincerely,

******** *******
Business Response
Date: 06/23/2023
Upon review of the concerns noted in the members rebuttal and to protect the members PHI, a Member Services Representative contacted the member directly today 6/23/2023 to discuss the resolution in detail. The Member Services Representative was not able to reach the member by phone but left a a voicemail to return the call. The Representative also sent a secure email and a letter with the plan’s findings on 6/23/2023. We hope this will resolve the members issue. Please contact us if we can provide any additional information. Thank you
Customer Answer
Date: 06/28/2023

Complaint: ********

I am rejecting this response because:
At this time, we finally have some "acknowledgment" of the issues. However, it has taken me 9 months, hundreds of hours, writing letters to Senators and finally filing this BBB complaint to get acknowledgement from CareSource. Currently, we have some reprocessing of claims and attention given; but we do not have complete satisfaction or do we have a resolution. I cannot say that I am satisfied because the issues are ongoing and processing, but have not finished processing correctly. Until we wait the 30-45 days to see if until claims have been completed, correctly processed and no new issues with future claims have happened, we will not be able to call this inquiry satisfactory. We currently have a new service charge that looks like it's processing, but does not look like its being handled correctly as well. I have inquired as to setting up a meeting date, but was told I have to wait 3 business days for acknowledgement.

Sincerely,

******** *******
Initial Complaint
Date:05/22/2023
Type:Customer Service 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.
Unsolicited and harassing phone calls, immediately asking for my private information without any explanation as to why.
Business Response
Date: 05/30/2023
Upon review of the concerns noted in the complaint, a Member Services Representative contacted the conplaintant directly on 5/26/2023 and 5/30/2023 to discuss their concerns in detail. The Member Services Representative was not able to reach the complaintant by phone so a secure email was sent. The Complaitnat was advised we were not able to locate them anywhere in the system and information was requested to assist with stopping the unwanted contact. To date the complaintant has not responded to the voicemails or emails. We appreciate the inquiry but without the complaintant contacting the plan we will not be able to research and assist. Please contact us if we can provide any additional information. Thank you
Customer Answer
Date: 05/30/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *******
Customer Answer
Date: 05/31/2023
They just kept calling me after I asked them not to. The whole complaint was the constant calling, so what do they do, just keep calling me. Send me a letter if you need to talk to me, don't call me, and ask me to identify myself with no reason. Thank you
Business Response
Date: 05/31/2023
In response to the complaintants rebuttal. A letter can not be sent as there was no address provided in the original complaint as well as we do not have this person in our system. An email address was provided which the Member Rep did send an email but it went unanswered. Please contact us if we can provide anything further. Thank you
Customer Answer
Date: 05/31/2023

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,

**** *******
Initial Complaint
Date:04/14/2023
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 bought a marketplace caresource plan in October 2022 to cover my sons ABA services because my employee based insurance does not cover ABA. Once my sons ABA started on December 27th, 2022, my bill claims started getting denied, stating the claims needed to be ran through his primary insurance first. When I questioned the member line about what insurance they had on file as primary, I found out they had entered the incorrect information of an Indiana Health Network plan, which we do not have. I explained we had SIHO and Caresource and that was it. I called the member line 3/3/23, 3/6/23, 3/21/23, 3/29/23. Every time I ended up needing to speak to a supervisor because no one could fix the issues of simply updating the proper information of Siho being primary, and caresource being secondary. We now have $65, 000 in medical bills not being accepted because of Caresources mistake. Now that the bills are being refiled since the information is now correct in Caresources file, bills are still being denied due to the claims, "not being filed in a timely manner," even though it was Caresources fault for making the mistake.
Business Response
Date: 04/25/2023
Belongs to Caresource Insurance.
Business Response
Date: 05/01/2023
Upon review of the concerns noted in the members complaint and to protect the members PHI, a Member Services Representative contacted and spoke to the member directly on 4/28/2023 to discuss the concerns in detail. As a result of the discussion with the member, we were able to fully resolve the issue and the member expressed no additional questions or concerns at that time. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank you
Initial Complaint
Date:04/11/2023
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.
Since January of this year I have been getting calls intermittenly from Care Source from one of there representatives asking for ***** so she can discuss his account. I don't know anyone by that name. And Im not sure how they got my cell phone number. I have contacted them numerous times stating that I am not *****, No one lives with me named *****, and that the phone number they have doesn't belong to this *****. Everytime one of the other representatives I speak with tells me they have made a notation on the account that it is the wrong number. Only to have the same representative call me the very next day asking for ***** once again. I am to my witts end with them. My number is registered on the No Call List. I want my number removed from this acount with this so called *****. And for them to stop calling and harassing me.
Business Response
Date: 04/19/2023
Upon review of the concerns noted in the complaint a Member Services Representative researched the systems but was not able to locate a member with the name referenced in the complaint. The Member Services Representative tried to reach the complainant by secure email and phone several times to gain more information, but to date no response from the calls or emails has been received. Per the complainants request in the complaint, the Representative did complete a Do Not Call Form for the phone number referenced.

We appreciate the inquiry and believe this issue resolved. Please contact us if we can provide any additional information.
Thank you

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

CareSource is BBB Accredited.