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:05/22/2023

  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 December 2022, I have been trying to get my new insurance card from ******** ***** since my doctor's office closed and my doctor joined a practice already established. It's now May 2023 and I still don't have my correct insurance card. I am not paying for any bills from my doctor because of ******** ***** not fixingthis issue. The staff at my doctor office explained the situation to me and tried to explain it to ******** ***** but they still haven't fixed this issue. **** has made an exception for my doctor's patients that are coming from ********** Internist to come to the new location and accept payments from ******** *****. I don't know who is in charge of this area of health care coverage but ******** ***** has seriously dropped the ball and needs to retrain or hire new knowledge employees because everyone that works from home is horrible. Babies crying in background. They don't know how to override codes nor do they send/connect to the right department to fix this issue. Like I said before I am not paying any medical bills because ******** ***** cannot do their job correctly.

  Business Response

  Date: 06/05/2023

  The complainant's concerns have been forwarded to ******** ***** for review and response

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair 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.

  Insurance is denying claims as no COB but COB has been updated. Multiple Denials for: ***********************, DOB 1/28/2020. Address **********************************************Charleston WV************************ 9/2/85. Address *************************Charleston WV****************** EOB's are attached. They paid the well child visit and then took it back as they are not primary. Per birthday rule, that plan is primary. My birthday is 11/21/1990. ****** birthday is 9/2/85. i have made many calls about htis issue and I have been told "claims are in review" and then they are denied again.Blue Cross - *** ******** - ************ Member ID *************** Group ****** **/BS Plan 363/865

  Business Response

  Date: 05/17/2023

  The complainant is insured with Highmark Blue Shield (HMK) and we have forwarded their concerns to HMK for review and response.

  Customer Answer

  Date: 05/19/2023

  [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:05/09/2023

  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 have been trying to contact Blue Cross about approving a claim and they arent replying to me. I also want to know why they arent responding to my doctor to approve my surgery.

  Business Response

  Date: 05/23/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the May 17, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on May 17, 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,
  
  *************************, Specialist
  Executive Inquiries
  Independence
  1900 Market Street, 6th floor
  Philadelphia, PA 19103
  ************ 

  Customer Answer

  Date: 09/26/2023

  I tried to call customer service about reimbursing myself for medical expenses. The person hung up on me. I am attempting to understand my claims and properly reimburse myself but can't seem to speak with a live human. I want to make sure I met my obligations and to see how much I can reimburse myself from my HSA account. I would like to speak with a live human from the United States about this ASAP. Thanks! Bill
  
  Desired Resolution:
  Contact by the business

  Business Response

  Date: 09/26/2023

  Dear *** *****,
  Our review of the concerns presented in the complaint is underway, thank you.
  In the interim, I've attached a HIPAA consent form that should be completed by the complainant.
  Thanks so much
  ***** **

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  There is a family history of colon cancer, my father and grand-father. I recently had had my yearly physical and my PCP recommended that I get a colonoscopy. I informed him that I when my father was diagnosed, it was recommended that all the men in the family get tested. I contacted my insurance company which was Independant Blue Cross, they said I needed to be at least 50 years of age to get a colonoscopy. Even after repeating that there is family history of colon cancer, she insisted that I needed to be at least 50 years of age. My PCP said that is not the case since there is family history of it during my physical this year. Today I contacted a GI doctor about going through the procedure, the woman suggested that I call my insurance company and let them know that there is family history of colon cancer. I tried to contact IBX several times with different numbers, all to be informed by a recording that, "Due to technical Issues, our offices are currently closed, thank you" and the call disconnects. With that being said, how can I verify that my coverage would handle the charges for the procedure due to family history of a condition. Why is it that everywhere I read, you need to be at least 45 or have history of colon cancer that a colonoscopy is recommended, but this company makes their own rules and regulations when it comes to this? Furthermore, as much as this company robs its members for premiums and deny claims more often than not, what kind of technical issues could they have to have their offices closed today. The representatives can't work from home?

  Business Response

  Date: 05/03/2023

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

  Our review of the complaint ID ******** is underway, thank you.

  In the interim, please have the complainant complete the enclosed HIPAA consent form and return it to our office.

  Thank you so much.

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

  Customer Answer

  Date: 05/15/2023

  [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:04/28/2023

  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.

  Independence Blue Cross' (IBX) subcontractor ********************************** failed to pay me 150 USD payment for meeting the qualifications. Although in early January I had been approved for the reimbursement through a January 11 Fitbucks email, and I had waited well over the requisite 60 to 90 days, no payment was made to me. To remind the operation to pay me, I telephoned and spoke with staff in the first week of April. Payment was due on or approximately April 11. In the future I recommend that IBX make payment around the 60th day not tolerate the 90th day. Fore reference this matter concerns Fitness with ID ******

  Business Response

  Date: 05/10/2023

  Good afternoon,

  Due to HIPAA privacy laws, we are unable to disclose the complainant's protected health information (PHI) without a completed, valid HIPAA authorization form on file for the BBB to receive the complainant's PHI. A blank form is attached. If a completed form is not returned, we will respond directly to the complainant.

  Customer Answer

  Date: 05/15/2023

  [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:
  * his matter is not about my health records 

  * this matter concerns the timeliness of ******** payment estimated to be 60-90 days

  * well overdue at the time of my BBB complaint filing.  
  

  * IBX failed to even address why payment was overdue. 
  thank you 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/21/2023

  Due to HIPAA privacy laws, we are unable to disclose the complainant's protected health information (PHI) without a completed, valid HIPAA authorization form on file for the BBB to receive the complainant's PHI. A blank form is attached. If a completed form is not returned, we will respond directly to the complainant.

• Initial Complaint

  Date:04/18/2023

  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.

  This year i was getting an insurance policy (still the same coverage and same policy provider) through my employer. I called in January to make sure my old policy was cancelled (which they have a recording of) and was told it was cancelled, my old policy would not roll over and there was nothing else i had to do. I keep getting billed for $612.68 saying my old policy wasnt cancelled until March, and that i needed to contact ******. Since i didnt originally contact ****** they say that the representative in January gave me misinformation and that i owe the bill even though i am still a customer of theirs and am still paying for my service through my employer. They keep going back and forth saying its either ****** or Independence Blue Cross that needs to backdate it and both parties are making this bill my responsibility even though i was told by independence blue cross in January that i didnt need to contact anyone else.

  Business Response

  Date: 04/25/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the April 25, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on April 25, 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:04/15/2023

  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.

  I've been trying to log into my account page since January but cannot. I've been on the phone with IBX multiple times. Every manner by which they had me reset it doesn't work. On the "forgot password" selection in the log in page it will not accept the birth month to complete a reset. I now owe I think 2 months because I cannot access my page.

  Business Response

  Date: 04/25/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the April 24, 2023 correspondence you addressed to ******************************************, Manager of the ******************************* The complaint was received in our office on April 24, 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  ************  ******
  
  
  

  
  

• Initial Complaint

  Date:04/08/2023

  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.

  Beginning in December 2020, a nurse practitioner ran blood work to see if I have **** but no one ever diagnosed it. Two years later, I was finally diagnosed with **** by a reproductive endocrinologist in March 2023. He recommended that I asked my primary care physician about ******* as losing at least 20-30 pounds would lower any risks to my health before becoming pregnant, like gestational diabetes, which I am at much higher risk for due to ****. I am also very likely to develop type two diabetes due to the insulin resistance part of ****. My primary care physician prescribed the ******* on March 24th. It was denied and I attempted to appeal the decision with Independence blue cross. They asked me if I had type 2 diabetes and I said no, which is why I was told it was denied, but I am at a higher risk to develop type 2 diabetes due to insulin resistance and have a high BMI and since ******* is approved for weight loss, I would like to appeal the decision to deny it, particularly as weight loss with **** is more difficult and weight loss surgery would certainly be more expensive than medication. They told me the appeal review usually takes 7 days but was denied by the next morning. As a neuropsychologist, I would like to see the field of healthcare become more preventative rather than reactive. It would certainly be better for my health and lower my risks for complications during pregnancy to treat both the insulin resistance and high BMI, which ******* would accomplish.

  Business Response

  Date: 04/12/2023

  Due to HIPAA privacy laws, we require a valid HIPAA authorization form to be completed and returned in order to release the complainant's protected health information (PHI). A blank for is attached.

  Should we not receive a HIPAA authorization form, we will respond directly to the complainant.

• Initial Complaint

  Date:04/04/2023

  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.

  Phone numbers on invoice and insurance card go to a medical alert device center. You think you're getting your insurance company. Even after asking for customer service they insist on trying to sell you a medical alert device. I don't even know if this company is affiliated with my health insurance. Very confusing. I am imagine many people could be scammed into getting something they don't need or possibly having their information stolen.

  Business Response

  Date: 04/04/2023

  Due to HIPAA privacy laws, we are unable to disclose ****************** protected health information (PHI) without her express permission. In order to release ****************** PHI to the BBB, we require the attached form be completed and returned to us. If no form is received, we will respond directly to **************

• Initial Complaint

  Date:03/29/2023

  Type:Product 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.

  On 6-29-2022 my wife, ***********************, and I went to *** located at ********** Warminster, PA and received the first shot of the ******** Shingles vaccine. We were not charged for anything, at that time. We received a bill from *** dated 7-22-2022 for a total of $352.58 for payment of the two vaccines that ******** didn't pay for. We paid the total *** bill on 8-20-2022.We submitted a claim to ******** to be reimbursed for the $352.58. ******** denied our claim. We then submitted a claim to Independence Blue Cross (IBX) to be reimbursed for the total amount. IBX continues to respond by saying our primary physician (******, ******** and associates in Phila.) provided the service on 6-29-2022, and a claim had been submitted. We received our Shingle shots at *** on 6-29-2022. (I received the “old” Shingles shot at the doctor’s office in 2011 for which I paid cash). We have since talked to eight (8) different IBX employees … all stating that they are going to do something but we keep getting the same denial of reimbursement. We believe that IBX may be taking advantage of senior citizens by making the process extremely difficult to navigate ... perhaps we’ll just give up and IBX come out ahead with our limited amount of money. Please help us. Thank you!

  Business Response

  Date: 04/12/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the April 12, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on April 12, 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,
  
  *************************, Specialist
  Executive Inquiries
  Independence
  1900 Market Street, 6th floor
  Philadelphia, PA 19103
  ************  

  Customer Answer

  Date: 05/22/2023

  The issue was handled by IBX and the problem was resolved.

  
  

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