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

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

  
• 

  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

  

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:03/22/2023

  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.

  My daughter was provided medical services from Children's hospital of ************ (****) on 6/3/2021. The total bill was $811. I was billed for $52.23 on 10/10/21 after insurance adjustments were made that Independence Blue Cross (***) was to pay, $758.77. I paid the $52.23 along with other bills for **** on 10/20/21. Then I received a second bill from **** for the $758.77 on 12/26/21 and when I called to ask about it, the **** representative stated *** had refused to pay the bill and they probably coded it wrong. After calling ***, the representative there stated the bill was paid on 6/30/21. Since I no longer had insurance with *** as of January 1, 2022; I asked for a copy of my EOB, stating this. They tried to email me and it didn't go through. I asked it to be mailed and have not received it. I've talked to about 4 different representatives from *** about this and two of them actually made extensive phone calls to the billing department at ****, but the result is always the same. I've been promised that they will call me back on Friday on the weeks I called and they need to run by their manager. Then I hear nothing. **** says they never received payment and that I owe the $758.77 and have sent it to the collection agency of ***************************** to collect payment for the bill. When I talk to the *** representatives, they're stating that the bill was coded differently at **** than they have in their system. This has been over a year since I'm fighting this. The only people I hear from are messages from the collection agency. I just would like my bill to be resolved, which *** repeatedly said it would do and has not. Below is the initial bill to me and *** from ****, the second is my payment, third is the bill containing the adjustments made when my insurance didn't cover payment and last is one of the collection agency notifications. I have moved since and now it's just calls 1-2x/day from collections. *** has repeatedly said I'm not responsible for this bill.

  Customer Answer

  Date: 04/12/2023

  [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: I would like verification first that the bill has been paid by Independence Blue Cross and that *********************************** has accepted that payment, so that I am no longer responsible for the bill listed. I will send the ***** release form to ***, but without verification, this does not solve my issue at this time. I am currently still receiving calls from the collection agency of ***************************** regarding this outstanding charge.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/02/2023

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

  *************** to the rejection notification that your office received from **************. Please know that we've been in contact with the provider and have an update. However, we have not yet received the ***** consent form naming you as the authorized representative to receive ************** and/or her daughter's personal health information. Once we receive and process the ***** consent form, I will provide a formal response letter to your office.

  Thank you so much.

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

• Initial Complaint

  Date:03/15/2023

  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.

  We submitted multiple claims for reimbursement for our daughters visits with a therapist back in October of 2022. In November/December we received partial reimbursement. I spoke with customer service which stated she could see only 1 month of visits were reimbursed and for some reason the remaining visits were not. She claimed she saw the error and would send it back to that department. In January I called for an update. I was told my check had mailed earlier that week(i now know this was a lie based on a later conversation where the employee read the notes from that call. The representative only stated i called inquiring about reimbursement an that i would call back another time) . I then called a couple weeks later and told a supervisor would return my call within 48 hours. That never happened. Finally i called and spoke with a representative named ****** who was very helpful and followed up with me stating her supervisor looked into it and the claim had been processed in February and she would reach out once the check was mailed. It is now 3/15 and we have not received this check for approximately $1,700. I called last week and requested ****** return my call but unfortunately she has not. My member id number is **********.

  Business Response

  Date: 03/21/2023

  In order to release the complainant's protected health information (PHI), we will need a completed HIPAA authorization form returned to us. I have attached a copy of the HIPAA  authorization form to be completed.

  If no form is returned, we will respond directly to the complainant.

• Initial Complaint

  Date:03/14/2023

  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.

  In December of 2022 I filed a claim online for health care I received while traveling abroad. (Claim #: ***********) The costs were paid in full, by me, to the health care provider at the time of service, which was August 2022. The cost was approximately $3700. Prior to submitting the claim in December I spoke with customer service representatives at IBX, at which time they provided me with the proper form for submitting international claims. I used this form to submit the claim on the IBX.com user portal. In January 2023, the claim was listed as "approved" in the IBX online portal for the full amount, minus a copay. I called IBX in mid-January to inquire when a check would be issued to me. At that time I was informed that a check would be issued in 7 to 14 days. The check did not arrive, so I called IBX customer service again on February 14 for an update. They informed me that the claim was still under review and that I needed to wait ANOTHER 7 to 14 days. At this time I inquired if any additional information was required for the claim to be reviewed and approved and the response was NO. On March 14 I called back again for a status update on the claim and check. During this call I was re-directed to **** ****** **** for more information. **** ****** **** informed me that the claim was not submitted properly and needed to be submitted to them, NOT Independence Blue Cross. They emailed me another form (the same form I used in December 2022) and that I needed to wait ANOTHER 30-40 days for the claim to be processed. At no time between my initial submission in December and my call on 14 March did anyone at IBX mention that the claim was not submitted properly. On the contrary, they promised that a check would be issued in January! Now, at the earliest, I will be reimbursed in late April or May, fully 5 months after submitting my claim and 4 months after it was shown as approved by IBX.

  Business Response

  Date: 03/28/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the March 28, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on March 28, 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
  ************ 

• Initial Complaint

  Date:03/05/2023

  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.

  My daughter had to have dental work done that required sedation and needed a tooth extracted. This was a cost of $1,350. When the dentist submitted the insurance work, Independence Blue Cross/Blue Shield (IBX) stated that the procedure information was incorrect. We corrected the information and resubmitted the claim. We spoke on 6/16, and did not hear back from them even though the claim was "escalated". On 7/12, I called and spoke to ****** who said all the information was correct and sent it back for adjustment, which was another 14 days. On July 21st, I called and was told I needed the surgical code and was sent to a specialist. I called again on August 5th and was told ****** ********* needed to confirm; ** stated this was not a dental concern but a medical one. I was sent to an appeal specialist. She told me that all the information WAS correct, but the codes were not in the right order. She stated on a recorded line it was 100% a reimbursable charge. However, it was denied again, even though I did as asked. I tried to call her several times, as did my mother. She NEVER called us back. This was September 28. My mom called 10/6, 10/11, 10/20, 11/9, 11/18 and left voicemails. We then spoke to a supervisor for the escalation department. She also stated this was a reimbursable charge, but must reach out to the appeals department. She stated she would call back within a week, and did not. My mother called on 11/30, 12/1, and never heard back. I called again on 12/15 and spoke to Symphony (ref #*********). She stated that whoever uploaded the original documents in the claims department never uploaded the codes, and that ALL the information had been there the ENTIRE time. She then called ****** ******** and confirmed the information. She resubmitted the claim stating that it was escalated. She promised to call every two days to let me know how the claim was going. I NEVER heard back from her. My mother called again on 1/5/23, and has not heard back.

  Business Response

  Date: 03/08/2023

  Dear **************:

  I am writing to acknowledge receipt of the March 8, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received on March 8, 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

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

  Philadelphia, PA 19103

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

• Initial Complaint

  Date:02/09/2023

  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 submitted the information they have requested regarding my husband ******** multiple times. Previously they had another third party vender answering the phone for them which was called acolaid. (spelling) I even reported that he had ******** to them. Since then I have faxed over the information to them. Provided it to the new people answering the phone for them. I even filled out another form and mailed that form in to them. Because the claim I have never provided the information to them. They have declined multiple invoices for medical. I have been trying to work thru the group to get the claims reprocessed but so far I have not been able to do that. The new third party wants me to register and I can't do that because as of January 14th i resigned from my job and I no longer have insurance with IBX. The claims in question happened in December whenI still had insurance. My husband was the only one who had another insurance and that was ********. Neither myself *************************** nor ********************* had any other insurance or have ever had another insurance. I just want my claims reprocessed. attached is the response i got from the third party who can't seem to get it together or understand the situation. I waited 4 days to get this response after spending an hour on the phone when I first called in for help.

  Business Response

  Date: 02/14/2023

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

  Our review is underway, thank you. 

  In the interim, I have attached our acknowledgment letter and a HIPAA consent form to be completed by the consumer.

  Thank you for bringing this matter to our attention.

  Sincerely,

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

• Initial Complaint

  Date:02/02/2023

  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.

  Hello,IBX announced that their behavioral health network would change for January 2023. My mental health provider located in ************ that IBX considered out of network despite being a BlueCard PPO provider with HighMark of **, applied to be credentialed mid fall. As a result, I have to heavily cut back on visits since Jan 1 due to out of network costs. IBX is extremely behind in their credentialing process for behavior health providers and as a result, its impacting my own treatment plan. Im requesting a retroactive in network status for 1/1/23 once my provider is credentialed. Ive also requested multiple times for my employer funded health plans SPD stating language that members can only see personal choice ppo providers within the personal choice network areas, but still have not been seen the self insured ASA agreement between my employer and Independence Administrators. Im seeking help to ensure my treatment is not compromised due to IBXs lag in rolling out their new mental health network.

  Business Response

  Date: 02/03/2023

  Due to HIPAA regulations, we require a valid HIPAA authorization form on file to release ******* protected health information (PHI). If no HIPAA authorization form is received, we will respond directly to the complainant.

• Initial Complaint

  Date:01/27/2023

  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.

  In November/December 2022, I signed up for a health savings account health plan. I was told to call ****** to cancel my bronze account so I could have the hsa account. I never received ID cards, so called 1/24/2023. Found out that both plans were cancelled, yet they accepted payment. Company refuses to reinstate my health insurance or issue a letter of their fault so I can get health insurance for myself and my daughter.

  Business Response

  Date: 01/30/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the January 30, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department.The complaint was received in our office on January 30, 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
  ***************************************************************************** 19103
  ************ 

• Initial Complaint

  Date:01/16/2023

  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.

  I received a check many months ago from IBC. I cashed it and eventually paid the doctor with my own money. However, IBC asked for the little money they did give me back.These are the following problems:(1.) They never resolved the issue of covering my doctor's visit 100%. They said it was out-of-network, but it was in-network. The did nothing.(2.) They sent me a check which only covered a portion of the cost ($91.08). (3.) After I cashed the check, I held off paying the doctor because I was fighting with IBC to cover the visit 100%. However, they never gave me more money. Instead, IBC had the audacity to ask for the money they did give me back. They gave me an ultimatum: return the money or we will hand you over to the collection agency. After calling several times, the people working the phones never handed me over to a supervisor-- someone I was asking to speak with repeatedly. Today, I called and asked for a supervisor. They hung up on me.

  Business Response

  Date: 01/25/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the January 25, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on January 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,
  
  *************************, Specialist
  Executive Inquiries
  Independence
  1900 Market Street, 6th floor
  Philadelphia, PA  19103
  ************ 

• Initial Complaint

  Date:01/15/2023

  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.

  Three times over the last year my insurance company has denied the same kind of claim IN ERROR. I called to correct the error the first time, and it was corrected (they agreed that the denial had no basis, and there was nothing wrong with the form I submitted); and then it happened again, and I called again and it was corrected (same situation); and then it happened AGAIN. This third time I have called twice and spoken with someone each time who agrees it was an error and should be adjusted, but they continue not to adjust it. I am complaining both about this last failure to actually resolve the error (and not pay me the several hundred dollars I am owed), but ALSO because the error recurring is unacceptable, especially since I flagged the previous errors every time I submitted a subsequent claim. If I did not have the time to follow up on each of these (and really, I don't) they would get away with keeping thousands of dollars because of these falsely denied claims.

  Business Response

  Date: 01/26/2023

  I am writing to acknowledge receipt of the November 12, 2020 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). In order 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
  P  *******************
  
  Tell us why here...

• Initial Complaint

  Date:01/12/2023

  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.

  Date of Transaction is My May 31 2022. I had visited the ***** *********** lab and did the medical tests as requested by my doctor. I got the test done and then i received the bill for $402.20 we called the lab and they said that the doc provided wrong codes so they need to correct it. Then we called the insurance company and they were suppose to connect with doc to get updated codes as it was required for medical condition. Then the insurance co kept on rejecting it and lab sent teh bill to collection agency. then i requested another extension as the insurance company hasnt responded back. i called lab and they said it was still waiting for response. in meantime i get another bill from ***** lab for $119 and they said it was rejected by insurance company due to incorrect name. they resubmitted the claim with correct name and the insurance company hasnt responded back yet. It has been going on since May 2022. I have an excellent credit score and now with them taking so long it was sent to collections and probably effected my credit for mistake on my part. I'm looking to get this resolved and having insurance company to expedite their process of processing my claims it started in May 2022 and now its Jan 2023. Its quite long time. They need to correct my credit report if it got afftected and also resolve since the same tests i got done my spouse got them done and we were under same insurance plan and mine was rejected. it doesnt make sense. in all these months they havent been able to connect with doc and get it all fixed i have suffered my work hours as i'm busy calling them and figuring out a solution and being on phone for hours and hours.

  Business Response

  Date: 01/25/2023

  Dear **************:
  
  I am writing to acknowledge receipt of the January 25, 2023 correspondence you addressed to ******************************************, Manager of the Executive Inquiries Department. The complaint was received in our office on January 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,
  
  *************************, Specialist
  Executive Inquiries
  Independence
  ***************************************************************************** 19103
  ************