Business Profile

Medical Plans

Independence Blue Cross

Complaints

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

Customer Complaints Summary

184 total complaints in the last 3 years.
66 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:12/04/2023
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 was insured with IBC for their Keystone Health Plan East Plan. Unfortunately, I missed my payment in July, and when I called in August they accepted over the phone a payment of $598.68 and told me the plan would be reinstated. I called again in Sept because the plan was not reinstated and paid over the phone again $598.68 to reinstate my plan, which again was not. I was told they did not withdraw those funds due to "insufficient funds", meaning that the payment in August would cover July's premium, and the payment I offered in Sept would cover August's premium, but since that was two late payments, they canceled my policy on August 23rd. They neglected to tell me the policy was canceled when they accepted my payment over the phone. Since it was not reinstated, I called back again and provided payment for $ 1,197.36.
No one at IBC explained to me that my plan was canceled permanently. They just kept accepting payments over the phone on this canceled policy and lying to me by saying I could get it reinstated. These lies went on for months. I was told that they would issue me a refund for $1,197.36. IBC mailed the check, and then stopped payment on the money they stole from me!!! I cashed the check and paid a few bills, that got stopped for insufficient funds. Daniel from customer service stated stated the check was stopped on Nov 27, 2023, to see if the plan could be reinstated. This is over 3 months since the plan was stopped by IBC with multiple attempts to reinstate it, so why they stopped payment is completely unjustified. When I called back I was told to wait another 10-14 days for another check. This has caused financial hardship and emotional distress. Not only is IBC responsible for giving me back my money, but they also need to pay for the financial damages they incurred me to have by stopping the check, canceling my policy, continuing to take payment, and not notifying me. Daniel, by the way, refused to assist us and ghosted the call when I wanted to get a resolution to this.
Business Response
Date: 12/13/2023
Dear *** *****,
I
am writing to acknowledge receipt of the December 12, 2023, 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 individual’s written approval before
disclosing his/her protected health information (PHI). For us to provide your
office with a resolution, it would be necessary for Mr. Kramer 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 1910
Customer Answer
Date: 12/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The HIPAA form that ******** ****** requested me to sign is not attached to the BBB response I received on 12/20/2023. I attached a letter with my personal signature stating just this. I am more than willing to sign whatever document is needed regarding the release of HPI, although this complaint is strictly a financial wrongdoing on the part of IBX, not personal medical information matter.
Please send the form ASAP.
Regards,

****** ******
Business Response
Date: 12/22/2023
My apologies. Please see the attached.
Customer Answer
Date: 12/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The case is not closed. Please see the enclosed HIPPA Forms. One is for the BBB and I signed another one for my sister, ****** ******, as I would like her to be included.
Since the complaint was initiated, I have received a check for $1,197.36, and this one has been deposited and cleared. At this point, I would like an explanation from IBC, Keystone Health Plan East, as to why I was previously mailed a bad check. I would also like to be reimbursed $598.68 for the payment I made in August. On that specific phone call, please listen to the recording, I asked the representative how to restart my benefits that I missed the July payment. I was informed if I paid the $598.68, my insurance would be reinstated, so I did exactly what was asked of me. At that time, I should have been told by the representative to pay $1,197.36 and explained that it would have covered my July missed payment, as well as my August payment, and that would cover everything to reinstate me till September payment was due. Instead, I was misled and misinformed. My money was provided over the phone, then my policy was cancelled. I understand I missed a payment, but I called as soon as I realized it and asked what needed to be done, and I was not provided with the correct information which caused me to lose my health care benefits for the rest of the year. Even when I tried to get them reinstated with the assistance of my insurance broker, **** *********, and stating how the representative at BC mislead me and did not provide the correct information, I was told NO!
I would have done anything I needed to do to reinstate my benefits, but as the consumer I relied on the customer service at BC to assist with the process and that person took the money, did not provide all the correct information, and I was left without health care insurance. I believe it is only appropriate at this time for Blue Cross to educate that specific employee, apologize for their wrongdoing, and reimburse me the $598.68 premium.
Regards,

****** ******
Business Response
Date: 01/09/2024
Dear *** *****,
*** ****** provided us with a valid authorization to release his information to your office. As such, please see the attached email correspondence to the member.
Sincerely,
******** ******
Initial Complaint
Date:12/04/2023
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 enrolled with an IBX healthcare plan and submitted payment of $2,840.07 on 11/24. Payment was posted by my credit card on 11/26. I have copies of all payment confirmation numbers. After hours on the phone with customer service over the past week, IBX has still not confirmed payment and refuses to provide a valid health insurance card. I have a sick child with no current healthcare coverage.
Business Response
Date: 12/12/2023
We have received the member's complaint and will respond accordingly.
Business Response
Date: 12/20/2023
The member's issue has been resolved.
Business Response
Date: 12/27/2023
The member's issue has been resolved.
Customer Answer
Date: 12/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*****************************
Initial Complaint
Date:10/24/2023
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.
On 10/10/2023, I called Blue Cross Blue Shields 1-800-ask-blue to request a lose of insurance coverage letter listing my (2) children names in order to add them to my insurance, since my husband is no longer with the employer. Blue Cross Blue shields explained it will take 3-5 business days to have this letter sent via email and mail. I called on 10/18/2023 because i didnt received any letter yet, they told me it will be in by Friday 10/20/23. I never received anything at this point and I need this letter by 10/30/2023 in order to add my kids to my insurance. I m calling Blue Cross and Blue shields 10/24/2023-today to follow up on this letter and they advised that the letter was sent on 10/10/2023(same day of my request). I never received anything so at this point they told me they need to make a new request. I just find this issue unacceptable and very unprofessional. My kids will be without insurance if i dont submit this letter by 10/30/2023. Please i need some assistance and have someone reliable to assist me with a simple letter that states my kids are no longer under my husband insurance.
Business Response
Date: 11/13/2023
I have reviewed the complaint and will respond in a timely matter. Thank you for bringing this mater to our attention.
Initial Complaint
Date:10/18/2023
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 filed an appeal regarding a $500 medical bill for two routine medical tests performed simultaneously. I received a response to my appeal stating that this letter would only address one of the claims and the other would be addressed as a separate appeal. After not hearing anything for a few weeks, I called to see when I could expect the second letter. No one knew what I was talking about. I spoke to countless agents who promised to look into it and call me back, but never did. I called several times and was never able to connect to someone in the appeals department who could actually see the letter to know what I was talking about. After almost two months, being redirected countless times, and repeatedly asking to speak to a manager and never being able to connect with one, I was told a new letter would be sent on September 26 and I would receive it in 7-10 business days. I did not receive anything. I called back and spoke to an agent who told me that he could see the request for the letter to be sent, but the department that handles mail never actually sent it. The agent then said he spoke to a manager who would be emailing the letter to me and I would absolutely for sure be receiving it that day. I never received any email. Finally, after another hour long phone call because no manager was available, I was able to connect to a supervisor who said he would call me back in one hour after researching. I have not heard from him. I have a legal right to an appeal and thus have a right to get a response. The fact that half of the people I spoke to couldn't even see the second appeal and the other half won't speak to me directly, can't read this alleged letter to me, nor call me back leads me to believe I am being intentionally deceived. How hard is it to provide me with information you said you would send two months ago?? It shouldn't take months of waiting, hours of phone calls, dodging managerial assistance, and lies about returning my call.
Business Response
Date: 10/26/2023
Hello **************,
Attached is our acknowledgement letter and HIPAA consent form that needs to be completed by the complainant.
Once we receive a valid HIPAA consent form, we will release our findings to your office.
Thanks so much!
TF
Initial Complaint
Date:09/22/2023
Type:Delivery 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 a disabled veteran and live alone with my GSD service dog. My doctor wrote me a prescription for ***** for sleep. Due to severe pain i have not slept in 3 nights. *** pharmacy located on ************* in Philadelphia would not fill the prescription thru my ******** blue cross insurance or let me pay cash. *** and ******** blue cross insurance refused to prescribe my needed medication. My doctor faxed the required prior authorization form 3 days prior. I have not taken this medication in 2 years. 6 days later ******** blue cross blocked *** pharmacy from filling my medication after several calls from myself and my physician. ******** blue cross could care less about disabled veterans and senior citizens. As of today s date i still have not been prescribed my needed medication and have not slept..
Business Response
Date: 10/04/2023
Due to HIPAA privacy laws, we are unable to release the complainant's protected health information (PHI) without a completed HIPAA authorization form. A blank form is attached. If a completed form is not received, we will reply directly to the complainant.
Initial Complaint
Date:09/21/2023
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.
My husband receives infusions for Crohn's disease. His gastro doctor orders lab work to be performed for drug monitoring with each infusion every 3 months to ensure that my husband is receiving the proper dosage to best manage his condition. Since my husband returned to in person infusions in 2021, our insurance company has been randomly denying this lab work citing it as experimental/not medically necessary. We have had to appeal each lab work claim every 3 months since 2021 because they are not approving it. As of 2023, they are now picking and choosing which instance of this lab work they approve or deny with no rhyme or reason. I have escalated 2 service dates as high as I can and even contacted Pennsylvania Insurance Department for help. I was contacted by an agent named *********************** on behalf of Independence who first assured me that something would be added to the account to ensure this lab work would be blanket approved going forward and then told me on 8/14 that they would not be approving it going forward or approving previous dates I had appealed. Since 8/14 I have contacted her 6 times asking for the names and medical credentials of every person who has accessed our appeal which they are required by law to provide. She has been unresponsive. We also received and sent them a letter from my husband's doctor citing the necessary medical need for this lab work along with references showing it's necessity. I am not being unreasonable. I want Independence to approve any previous service dates for this lab work and continue to approve them without an appeal process going forward. I also want to work with another agent who will actually be responsive.
Business Response
Date: 10/12/2023
Dear **************:

I am writing to acknowledge receipt of the October 4, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on October 4, 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:09/12/2023
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.
Medical claim for medically necessary contact lenses for treatment of *********** should be covered without deductible as it was in 2022. 2022 claim and 2023 claim attached with latest claim showing deductible. Coverage booklet states this should be covered without deductible. $800 should be paid to provider for claim dated 4/26/2023.
Customer Answer
Date: 09/22/2023
Benefits booklet showing *********** covered without deductible.
Business Response
Date: 09/27/2023
Dear **************:

I am writing to acknowledge receipt of the September 22, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on September 22, 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: 10/01/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: HIPAA form attached as requested. Claim still not paid.
****************** is aware of my situation as he helped resolve the same issue last year. This year he has not responded to my email request for assistance. This claim (*********** medically necessary lenses) should be covered without deductible as listed in handbook. We are going on 6 months without resolution.

Regards,

*********************
Customer Answer
Date: 10/01/2023
Second attempt to add Medical Benefits Handbook showing *********** medically necessary lenses as covered condition with no deductible.
Customer Answer
Date: 10/27/2023
Attached are pages from coverage booklet for my policy. IBX is applying $800 towards deductible on my contested claim. Coverage pages show *********** lenses covered without deductible. I have previously attached file for 2022 claim which did not have deductible. Thank you.
Business Response
Date: 11/08/2023
Thank you for providing HIPAA authorization submitted by ****************. Our Correspondence Department has reviewed and validated the HIPAA authorization form that you submitted. Regarding **. ******* Complaint, I ca provide your office with the following details and attachments.

Complainants concerns
In his correspondence to your office, **************** requested that the health plan adjust the claim, numbered ***********, for contact lenses, which processed toward his in-network deductible in the amount of $800.00 to remove any deductible or copay responsibility. **************** cited a previous claim submitted by the same provider for the same service in the previous benefit period that paid with no member responsibility.
Our review
We reviewed **. ******* concerns regarding the denied claim, numbered ***********, and have detailed our findings below and on the next two pages.
Plan details. **************** was enrolled through the state-based-exchange (SBE), ******, in the ******** HMO ****** ********* Basic individual health plan effective January 1, 2023. **************** had a total monthly premium of $1706.21, an Advanced Premium Tax Credit (APTC) of $1598.43, a Cost Share Reduction (CSR) of $375.37 and a monthly member responsibility of $107.78. This is an HMO 3 Tier style health plan.
Claims details. **. ******* provider, ********************** is considered an in-network provider. ********************* submitted a claim for contact lenses using procedure code *****- Contact ****************** permeable, per lens with a date of service March 18, 2023, under claim number ***********. This claim was rejected because the provider did not submit the modifiers indicating that a right and left lens were being submitted. Ultimately, this claim was withdrawn by the provider on July 28, 2023.
On May 25. 2023, ********************* submitted a claim for contact lenses using procedure code *****- Contact Lens,********, gas permeable, per lens with a date of service April 26, 2023 under claim number ***********. This claim rejected correctly for exceeding the maximum number of services provided. The rejection occurred because the provider had not yet withdrawn the previous claim submission under the claim, numbered ***********.
On September 5, 2023, **************** requested that the claim, numbered ***********, be adjusted as the providers previous claim submission had been retracted. The claim, numbered ***********, was adjusted on September 6, 2023 and processed towards the members 2023 in-network deductible of $1,000.00 in the amount of $800.00. At the time of the adjustment, the member had not met the individual in-network deductible. For this reason, the claim correctly applied toward the members individual in-network deductible.
**************** referenced the prior years claim in his complaint. In 2022, **************** received the same service from the same provider that was submitted under the claim, numbered ***********. However, at the time this claim was processed the member had met the individual in-network deductible for the 2022 plan year. Once the deductible was met, this service processed with no member responsibility. This is why, the health plan paid the claim for 2022 date of service.
In his complaint **************** referenced a section of the member handbook that can be found on pages 132 and 133. Please see excerpt below.

The above excerpt titled, Prosthetic Devices, mentions initial corneal and scleral lenses prescribed in connection with the treatment of keratoconus. However, the Repair and Replacement paragraph specifically excludes the services listed in subsection C. For this reason, **. ******* reference to repair and replacements are not applicable in this situation. This years lenses are not eligible under the health plan as only the initial scleral lenses that he obtained last year are eligible. Furthermore, while this service is described in the prosthetic devices section of covered services, procedure code ***** is not considered a prosthetic or a visual prosthetic by the health plan and has been processed under the Vision Care benefit, which is subject to the plan deductible.
In summary, **. ******* request that the health plan adjust the claim, numbered ***********, without copay or deductible cannot be honored as the members deductible has not been met. While this service is not eligible under the health plan because **************** received the initial lenses last year under the claim, numbered ***********, we do not intend to make further adjustments to the current claim, numbered ***********. This means that **************** will retain the credit toward his individual in-network deductible for the 2023 plan year. To date, he has met $800.00 out of $1,000.00 for individual in-network preferred services.
**************, thank you for bringing **. ******* concerns to our attention. Should you require additional information, please contact me directly at ************.

Sincerely,

*************************
Executive Inquiries Specialist
Customer Answer
Date: 11/08/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Insurer claims that there is a deductible to be met for the medically necessary lenses. Attached is file showing that there should be no deductible. Insurer also claims that I had met my deductible in 2022 when claim was paid in full. That is not true, I had not met my deductible. Finally, insurer claims that replacement lenses are not covered. Guidelines specifically note that replacements are covered when, "C. The Prosthetic Device breaks because it has exceeded its life duration as determined by the
manufacturer." Further, why would the claim be approved but subject to deductible if they were not covered at all? That is a clear contradiction.
It is despicable that IBX is misrepresenting the reasons for not paying this claim. They are not telling the truth when stating that a deductible should be applied, that I met my deductible in 2022 and that replacement lenses are not covered. There should be consequences for such blatant misrepresentations, but I will be satisfied with the claim being paid without deductible, as my plan outlines. Otherwise, I consider IBX to be in breach of their agreement to provide coverage (as outlined in handbook) for premiums that they received. I urge others who encounter these types of issues to make their complaints public.
Regards,

*********************
Initial Complaint
Date:08/07/2023
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 applied to be paneled for Independance Blue Cross on June 15, 2023. I got an automatic reply acknowledging my application on that same day. About a month later, I found out through **** ******* a large national wide provider that my paneling was denied because I have the wrong type of insurance. They explained that I would need to cancel my application as an individual provider and get a new insurance policy showing that I am covered as an individual provider. I reached out to my insurance company ******** ************ ******* which assures me that I am personally covered as well as my LLC. They also provided me with several documents to provide to IBX. I then sent those to **** *******. I got an email from them stating these documents will not suffice. I also emailed IBX to [email protected] on 7/24 asking for further explanation so that I can move forward. As of today, I have not gotten an email back. I also called several times but was told me that IBX credentialing does not have a customer service line for the credentialing department. It is uncontianable to me that such a large company does not have a way that a provider can speak to a live person or receive an email response explaining the problem for paneling. Finally, I am both insured by IBX and am trying to become a provider. It's unconscionable for me that such a large insurance company can chose not have a customer service line to their credentialing department. We have a mental health crisis in this country, and I am having to fight IBX to get panelled to provide a service that their customers need. In addition, I am a bilingual therapist English/Spanish so there is a large need for my services. I have several clients waiting to for my approval to see me. ******************* NPI **********
Business Response
Date: 08/31/2023
I am writing to acknowledge receipt of August 16, 2023, correspondence addressed to ******************************************, Manager of the Executive Inquires Department. The complaint was received in our office on August 16, 2023.

As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPPA, 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, ************ needs to complete the attached HIPAA Authorization form.

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

Sincerely,

***********************
Initial Complaint
Date:08/03/2023
Type:Product 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.
ON JUNE 15, 2023, I SENT PAPERWORK IN TO INDEPENDENCE BC ABOUT TRAVEL REIMBUSEMENT. ON JUNE 20, 2023, I RECIVED CONFIRMATION THAT THE PAPERWORK WAS DELIVERED. I'VE CALLED INDEPENDENCE TIME AFTER TIME ABOUT THE STATUS OF THE CLAIM AND STILL ALMOST 2 MONTHS IN AND NO ONE IS GIGIVING ME CONFIRMATION OF THE STATUS. EVERY PERSON THAT IVE TALKED TO ON THE PHONE AND THROUGH THE MOBILE APP DOESNT KNOW ANYTHING ABOUT THE PAPERWORK OR WHERE IT IS. HOW AM I GOING TO GET REIMBUSEMENT ON MY TRAVEL IF I CAN'T GET ANYONE TO ACKNOWLEDGE THAT THE PAPERWORK WAS RECIVED AND HOWS THE PROCESS GOING.I WANT MY MONEY ON MY TRAVEL EXPENSE. YOU CAN'T EVER GET SOMEONE ON THE PHONE TO DO ANYTHING YOU NEED HELP ON ITS IMPOSSIBLE. I CALLED TO MAKE A GRIEVANCE COMPLAINT AND THIS IS THE NUMBER THAT I WAS GIVEN *********** AND THATS THE LINE TO *******.
Business Response
Date: 08/09/2023
I am writing to acknowledge receipt of August 4, 2023, correspondence addressed to ******************************************, Manager of the Executive Inquires Department. The complaint was received in our office on August 4, 2023.

As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPPA, 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, ****************** needs to complete the attached HIPAA Authorization form.

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

Sincerely,

***********************
Specialist
Executive Inquiries
Independence Blue Cross
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.
Although I am capitated to ******** Hospital for MRI imaging, they refuse to allow me to do MRI's there. I have been waiting since Jan 2023 for an MRI and just found out that the MRI I had scheduled for months was just cancelled. I am so angry that I have insurance that I cannot use and I have a serious medical issue that has gone untreated since Jan because I am unable to get an MRI although I pay for insurance.
Business Response
Date: 08/29/2023
I am writing to acknowledge receipt of August 14, 2023, correspondence addressed to ******************************************, Manager of the Executive Inquires Department. The complaint was received in our office on August 14, 2023.

As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPPA, 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, ************ needs to complete the attached HIPAA Authorization form.

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

Sincerely,

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

Specialist

Executive Inquiries

Independence Blue Cross

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