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 has 5 locations, listed below.

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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

  
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  Independence Blue Cross

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

  
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  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:07/28/2022

  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.

  At least once a month for the past three months, sometimes twice a month, I call *********** ******* PA because my medication that is needed to help keep me awake is denied. They claim in the denial that I have other insurance. I call and tell them I don’t have any other insurance. They say they remove it or that it has been removed prior to my call. Then I get another denial from them saying the same thing about other coverage. I’ve called 4 or 5 times with the same result each time. When I asked to speak to a supervisor this last time, the supervisor did not get on the phone with me and had the employee pass along what they had to say. I was basically denied to speak with a supervisor to get assistance. Without it I will not be allowed to drive and therefore will not be allowed to work or go to any doctors appointment for my kids or myself.

  Business Response

  Date: 07/28/2022

  We have forwarded ****************' concerns to *********** ******* for review and response

• Initial Complaint

  Date:07/28/2022

  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.

  Since May 2022, I have been trying to provide IBX with a completed HIPPA form so that my wife has permission to discuss and pay my account. I have emailed. I have called. Every interaction is frustrating, and the rep is inept. I am put on hold. I wait for 20+ minutes each time. It's pure pain to try to make a payment. It is because my wife created the online account but she is no longer on the policy. I have told them they need their IT Team to fix the profile, reset it or completely delete it for me to create a new profile but no one gets it. SO, I am just at my wits end.

  Business Response

  Date: 07/28/2022

  **************,

  Attached is our acknowledgement letter and HIPAA consent form to be completed by the complainant.

  In the interim, we will begin our investigation and respond to the complainant directly.

  Thank you for bringing this matter to our attention.

  Tedra 

  Customer Answer

  Date: 08/05/2022

  [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,
  
  ****** And ***********************
  
  

• Initial Complaint

  Date:07/27/2022

  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 purchased insurance from IBX thru ******.com before I knew I would be eligible for ********* When I was approved for ******** I contacted ****** and IBX to cancel the plan, prior to Dec. 31, 2021. I received cancellation notices but never got my refund. When I finally got someone on the phone they told me I had an issue that was not resolved from Dec. 2016 into Jan. 1, 2017. They said the plan I had at the time had not been cancelled and the only way I could get my money back is if it was cancelled. With alot of time on the phone, the plan from 2016/2017 was cancelled and I am in receipt of the cancel notices from IBX, however, they still have not issued my refund. I do have a contact person and phone number from IBX but that person is not responding to my emails or my calls.

  Business Response

  Date: 07/28/2022

  Dear *************:                       
  
  I am writing to acknowledge receipt of the July 28, 2022, correspondence you addressed to ******************************************, Managerof 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, is would be necessary for ************ to complete the attached HIPAA Authorization Form.
  *************, thank you for bringing this matter to our attention.
  

  Sincerely,

  Rasheeda H**********

  Customer Answer

  Date: 08/11/2022

  [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 first check they claim was sent was received but it has been voided and cannot be deposited.  I have yet to receive the replacement check, it was supposed to be mailed to me on August 2 but I still have yet to receive it.  Once I have the check and it has cleared I will accept the business' response.
  
  Regards,
  
  ***************
  

  Business Response

  Date: 08/23/2022

  Dear **************, 

  We will be in direct contact with the member as a HIPAA authorization form was not completed and received. 

  Sincerely, 

  Rasheeda

• Initial Complaint

  Date:07/22/2022

  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 purchased a plan thru the ****** website because I was not sure I would be eligible for ********* as it turned out I was and I cancelled the plan thru ******. When I tried to get a refund I was advised that I had an open 'bill' from Jan. 2017 even though I was covered on ********* At the end of it all, IBX wanted the exchange to terminate the policy from 2017 so they could issue my refund for Dec. 2021. I have since received all the documentation directly from IBX that they needed to issue the refund but the person I have been corresponding with has refused to answer my calls or my emails. I am happy to provide additional details and the documents that they required.

  Business Response

  Date: 08/18/2022

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

   

  We have already responded to this complaint requesting a HIPAA authorization. 

  Please be advised that we have also been in direct contact with the member. 

  Thanks you, 

  Rasheeda H**********