Complaints

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

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  Independence Blue Cross

  1901 Market St Philadelphia, PA 19103-1480

  
• 

  Independence Blue Cross

  PO Box 41820 Philadelphia, PA 19101-1820

  
• 

  Independence Blue Cross

  PO Box 190 Dunmore, PA 18512-0190

  
• 

  Independence Blue Cross

  1901 Market St Fl 13 Philadelphia, PA 19103-1463

  
• 

  Independence Blue Cross

  Union Center Plaza 840 First St NE Washington, DC 20065-0001

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2024

  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.

  I signed up on the ****** health care exchange for medical insurance for this year. I pay $923 per month. In order to go to my doctor I need to add the doctor as the Primary Care Provider (PCP) on my insurance card. I have confirmed that my doctor takes Independence Blue Cross (IBX) insurance. I also got my doctor's NPI number so that I can add them. I went on line to add the doctor as the PCP as I had an upcoming doctors appointment and the doctor had told me they would not be able to see me without them being added as PCP. The IBX on-line system would not allow me to add the number. I then phoned IBX on Friday 5th January. I gave them my insurance number ************* and the doctor's NPI number. They said that they couldn't add it while I was on the phone and that it would take 48-72 hours. On Friday 12th of January I checked to see if had been added and it had not. I phoned again because I had an upcoming doctor's appointment and they said that they would rush it and get it done within 3 hours. Each of these phone calls involved a lot of waiting. On Monday 15th January I checked it again and it had still not been added. So I then decided to go to IBX Live at **** ****** ******. When there they tried to add my PCP but said that they couldn't because they had a new software system that would not allow a PCP to be changed within 30 days. As their software system started on January, my PCP could not be be updated to February. They said that they would correct it and phone me later that day. Neither happened. I will keep on trying to correct this issue with IBX, but I am not sure that they will correct it. I now have insurance that I cannot use for $923 per month. I have no way forward to add the PCP to my account and I have an urgent requirement to see my PCP for health reasons. Because of the issue I cannot go to that appointment. I have spent a lot of time resolving an issue which seems entirely caused by IBX.

  Business Response

  Date: 01/19/2024

  Dear *************************,

  Our investigation is underway, thank you.

  In the interim, please have the consumer complete the attached HIPAA consent form and return it our offices.

  Thank you.

  **

• Initial Complaint

  Date:01/10/2024

  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.

  Provider has employees in different country not familiar at all with how their health plans work. Cant help me understand premium discrepency. Provider pulled $399 to cover new bronZe plan. My premium due is $121 which was paid to ****** when I chose my new plan. Provider then pulled additional $399 on Jan 1. With my health plan marketplace credits I only owe $121 total of approx $1000 a month premium. Their phone staff is based out of Guatsmala and are not trained on their own plans. Being transferred to different departments and no one can help. They are now telling me they wobt have details on my premium until Jan 15th! I believe they still are not billing me properly. Initially I had to call ibx because they were going to bill me for 2 plans this year. New bronze and 2023 Silver plan.

  Business Response

  Date: 01/23/2024

  Dear **************,

  I am writing to acknowledge receipt of the January 22, 2024 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department.
  

  The concerns presented by ****************** are being reviewed and will be addressed upon finalization of our review.
  
  As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for ****************** to complete the attached HIPAA Authorization Form.

  
  **************, thank you for bringing this matter to our attention.
  

  Sincerely,
  
  *****************************
  Specialist
  Executive Inquiries

• Initial Complaint

  Date:01/04/2024

  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.

  My daughter, ****, was left unable to walk after a virus contracted in September 2023. After months of outpatient therapy, her care team recommended inpatient rehabilitation. When seeking approval for the rehab in December, Keystone Healthplan East required us to have a physical therapy evaluation conducted "within 24 hours" of the date of requested admission. This was an unreasonable hoop to jump through but we complied and found someone who could do the evaluation on the designated day. **** had an evaluation on 1/2/2024 for her start date on 1/3/2024. Both the hospital (*************************) and us waited on hold for over three hours on 1/2/2024 to get them the report. Neither us nor the hospital got through. The next day, the hospital was finally able to submit the report to IBX and requested it be expedited because she was supposed to start on January 3. We were provided a precert # of **********. We have called multiple times all day yesterday (1/3) and today, 1/4. Each time we call we are told something different - once that there was a problem because our plan was bought through the marketplace and their system didn't update the cards properly. One person told us it was "pending," while another said they needed information that this service was medically necessary. We cannot get an answer out of anyone and need to get our daughter the treatment she requires.We have spent upwards of fifteen hours on the phone with them this week (mostly on hold) with no resolution.

  Customer Answer

  Date: 01/19/2024

  Hello,

  Due to the time it took for this to get started, I was able to resolve the complaint with the company on my own.  Please withdraw my complaint.

  Thank you,

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

  Business Response

  Date: 01/25/2024

  Dear **************:
  
  I am writing to acknowledge receipt of the January 19, 2024 correspondence you addressed to ******************************************, Manager of the ******************************* The complaint was received in our office on January 19, 2024.
  
  As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, ************ may complete the attached HIPAA Authorization form.
  **************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Executive Inquiries Specialist
  1900 Market Street, 6th floor
  Philadelphia, PA 19103
  P  ************  x*****

• Initial Complaint

  Date:01/02/2024

  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.

  I switched to ******** for 2024 and called IBX's customer service on November 29, 2023 to cancel auto-renewal on my health insurance so that it would end at the end of 2023. I was on the line for 45 minutes to accomplish this simple task. First, I was told that my insurance plan would not auto-renew. Then I was told that they had successfully set my insurance plan to cancel at the end of the year. I log in today, and it auto-renewed anyway. I now have an outstanding balance of $294.83 on a health plan that I did not consent to purchasing. I would like this charge removed and my health insurance cancelled retroactively for the end of 2023, so that it does not affect my eligibility to contribute to an HSA for 2024. It shouldn't be a knock-down-dragged-out fight to cancel an insurance plan. IBX needs to hire competent customer service reps who aren't liars.

  Business Response

  Date: 01/08/2024

  Dear **************,

  I am writing to acknowledge receipt of the correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department.

  
  The concerns presented by ************************* are being reviewed and will be addressed upon finalization of our review.
  
  As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for ************************;complete the attached HIPAA Authorization Form.

  
  **************, thank you for bringing this matter to our attention.

  Sincerely,
  
  *****************************
  Specialist
  Executive Inquiries
  1900 Market Street, 6th Floor
  Philadelphia, PA 19103

  Customer Answer

  Date: 01/12/2024

  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. 

  The staff at IBX were able to address the issue with account closure and did everything I needed them to. This complaint can safely be closed out and marked as resolved.
  
  Thank you,
  
  *************************
  

• Initial Complaint

  Date:12/31/2023

  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 attempted multiple times to log into my account at: ************************* Unfortunately it keeps asking me to send them the one time access code that was sent to my email. I gave it multiple attempts but never received the code. There is no other email address for me to reach out to so I can access my account. The phone number to call has very limited business hours and I work during those hours. I need a reliable way to access my Ibx account from my laptop each time. Previously I had checked my account and noticed I had met my $1,500 deductible. I believe I may have been charged more than the $1,500 though. I would like a refund for anything/everything for which I was overcharged.

  Business Response

  Date: 01/25/2024

  Dear **************:
  
  I am writing to acknowledge receipt of the January 19, 2024 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on January 19, 2024.
  
  As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, ****************** may complete the attached HIPAA Authorization form.
  **************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Executive Inquiries Specialist
  1900 Market Street, 6th floor
  Philadelphia, PA *****
  P  ************  x*****

• Initial Complaint

  Date:12/19/2023

  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.

  Since September 2023 I have been trying to get an appointment with a primary care physician. I have been denied access to care because I do not have a primary care physician listed on my insurance. However, every time I call to have a primary care physician added I'm told that the person I chose will be added. But when I call the Dr.'s office for an appointment I'm being told I can't make an appointment because a PCP has not been added to my insurance. Whenever I call back the PCP has not been added in addition to various reasons why the PCP hasn't been added and all of this has prevented me from making an appointment. I'm in excruciating pain and unable to get relief because I can't get an appoint. This is now my 5th attempt. It is unacceptable that a person who is being denied access to care. Also, I have been paying for this insurance and unable to use it because the insurance company won't add a primary care physician to my account. This seems like fraud where the insurance company is taking my money but not allowing me to get care.

  Business Response

  Date: 12/26/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the December 26, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on December 26, 2023.
  
  As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, **************** may complete the attached HIPAA Authorization form.
  **************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Executive Inquiries Specialist
  ***********************************************************************************
  P  ************  x*****

  Customer Answer

  Date: 01/02/2024

  Hi Better Business Bureau Representative,

  I hope all is well. I have attached the signed release form for ************ **** *****. Please let me know if there is anything else you need from me.

  Best,

  *******

  Customer Answer

  Date: 01/12/2024

  Hi Better Business Bureau Representative,

  I hope all is well. I did reply on January 2, 2023 to the email requesting my signature for release of medical information. This issue has not been resolved. I spent 2 hours on the phone with a representative on January 9, 2023 in regards to this issue and still did not get resolved. Please can you guide me in next steps. 

  Best,

  *******

• Initial Complaint

  Date:12/19/2023

  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.

  I signed up for IBX through ****** for the month of December and paid my premium on November 30th. The money has been taken from my account, yet it has not registered that I paid in their system. When I go to check my online portal, it notes that my profile is active, yet every time I check my electronic ID card it after talking to a rep, it pulls up my old card from when I was under my mom's insurance, and I am met with error messages. I have called repeatedly about when my ID card will be sent out to me, but nobody has an answer, and when I thought that I was finally getting at least a virtual ID card, the Rep sent it to my mom's email with my mom’s name on the card even though she verified my information which is a breach of my mom information. I don’t think it’s fair that I’ve paid my premium, and now that I want to see a doctor, I cannot. I am not sure who to turn to, and given that I plan on enrolling with IBX company for 2024, I'm afraid that this will be a common theme because, as of now, I feel as though I have gotten scammed for the month of December.

  Business Response

  Date: 12/26/2023

  Good afternoon,

  Due to HIPAA privacy laws, we are unable to release the complainant's protected health information (PHI) without a valid HIPAA authorization form. In order to provide a detailed response, we will need the attached authorization form completed and returned for processing. If no authorization is received to release the complainant's PHI, we will reply to the complainant directly.

• Initial Complaint

  Date:12/18/2023

  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 are unable to claim our $300 reward. The reward tab has been missing for 3 weeks along with other pertinent information. I've called 7 times in the last 3 weeks and spoke to multiple supervisors. I've also requested speaking to management. Nothing has been done. We pay $24k a year for this insurance. We cannot access our healthcare information.

  Business Response

  Date: 12/26/2023

  December 26, 2023

  Dear *** *****:
  

  Our Supervisor of the Executive Inquiries Department, ***** ****************, has requested that I acknowledge your recent correspondence regarding *******
  *******. The purpose of this letter is to provide your office with an authorization form.
  

  Compliance with the HIPAA Privacy Rule. The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy Rule requires that we obtain an
  individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy
  Rule or other applicable law. PHI is individually identifiable health information transmitted or maintained in any form or medium (including written, spoken, or
  electronic) related to: health care, health conditions, payment for care, and identity. The written approval, called an “authorization”, must contain certain required elements for us
  to consider it valid under the HIPAA Privacy rule.
  

  As such, we have enclosed an authorization form so that the member can complete the form naming you and your office as an authorized recipient of their PHI. Upon
  receipt and confirming the form’s validity, we can release our findings to you about the case.
  

  *** *****, should you have any additional questions please contact me at ###-###-####. I will be glad to assist you.
  

  Sincerely

  Specialist
  Executive Inquiries Department

• Initial Complaint

  Date:12/18/2023

  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 am having great difficulty receiving help on an enrollment issue and payments made via the ****** website to IBX. Their customer service reps are unable to find and/or correct the issue and there is no email address for customer service where I could document the details. There is no ticket system and no way to track resolution of my concern.

  Business Response

  Date: 12/26/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the December 26, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on December 26, 2023.
  
  As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, ****************** may complete the attached HIPAA Authorization form.
  **************, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  *************************
  Executive Inquiries Specialist
  1900 Market Street, 6th floor
  Philadelphia, PA 19103
  P  ************  x*****

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $354.29 by credit card ending **** on November 22, 2023 when I enrolled in health insurance with Independence Blue Cross through ******.com. My credit card statement shows this payment was made to ******** HEALTH PLAN E PHILADELPHIA PA ***** USA and posted on November 24. I visited the website again on Dec 6 and it said I owed $191.92. I paid this amount and that charge is now pending. Then I called Independence Blue Cross on December 6 wondering what was going on. They told me they had no record of either payment. They told me to call ******, who told me to call Independence. I spoke to four different agents at Independence Blue Cross and none of them offered me any recourse such as providing them a copy of my credit card statement to prove I paid them. I was forced to pay an additional $354.29 to receive the health insurance which I paid by phone using ACH. They basically stole my $354.29 as far as I am concerned, and I have no recourse or any way to get it back. Please help.

  Business Response

  Date: 12/14/2023

  We will investigate this issue and get bck to you.

  Customer Answer

  Date: 12/28/2023

  Hello, the company website shows that they credited the first missing payment to my account - The "dashboard" now says my balance due is -$354.29. When I called about it, the agent told me that I could either apply this overpayment to the next bill or request a refund. I am waiting on the second payment to be processed and show up as well.

  Business Response

  Date: 01/17/2024

  No additional details needed here.