Complaints

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

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  InstaMed

  1880 John F Kennedy Blvd Fl 12 Philadelphia, PA 19103-7432

  
• 

  InstaMed

  3300 Irvine Ave Ste 305 Newport Beach, CA 92660-3108

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:05/10/2023

  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 made 2 payments on 4/23/2023 and 5/2/2023 through InstaMed from my HSA account but my provider never received those payments. InstaMed doesn't do anything to investigate the payment status.

  Business Response

  Date: 05/23/2023

  InstaMed's Customer Service Team called the patient's Provider to discuss the two referenced payments, but the Provider requires patient information to proceed with communication that the Team cannot supply.  InstaMed informed the patient of this situation, and recommended the initiate a 3-way phone call with the Service Team and the Provider.  InstaMed's Customer Service Team will gladly continue to work with the patient on this matter, and can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

• Initial Complaint

  Date:05/05/2023

  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.

  Instamed makes it impossible to pay your medical claims though it is the only option provided through my insurance portal. I get repeated error messages when trying to pay my medical claims and have not been able to get anyone on the phone, just some canned email response.

  Business Response

  Date: 05/24/2023

  InstaMed's Customer Service Team has emailed the Customer on May 18 and 22, 2023 with a request for information needed to research the issue.  InstaMed will gladly work with the Customer upon receipt of the requested information.  The Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

• 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.

  I made a payment with my pinnacle HSA account on March 14, 2023 of $181.52 to a website called instant med. This payment was supposed to pay a bill for the **************************** My providers office have NOT received his payment and it has been over a month and I have not received any reimbursement. On my HSA account, it shows the money went through and was collected from insta med, but the providers office has not received anything from insta Med.This bill is now overdue on my account because of this.I am now obligated to pay this out of pocket if I return for any office visit. Even though I have already made this payment. I need reimbursement or this bill to be paid as soon as possible. I am also attaching a screenshot of my bank statement that shows when I made the payment.I tried calling insta med today and after being on hold for several minutes the line hung up on me and said the call volume was too high. I called back and the automated line said I have to email them my complaint. I have a doctors appointment today and I will now be responsible for this payment for a second time just so I can be seen.

  Business Response

  Date: 05/23/2023

  On May 22, 2023, InstaMed's Customer Service Team updated the customer that a refund was credited back to her account on May 9, 2023.  Information to trace the refund was provided.  Please reach out to InstaMed's Service Team at (866) INSTAMED, (866) 467-8263, or [email protected] for additional assistance.

• Initial Complaint

  Date:04/25/2023

  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.

  InstaMed received two payments from me that they never sent to the insurance company or to the doctor's office. They have just held on to it. I have gone through EVERY involved party to get to the bottom of it, and everything is pointing at InstaMed. Problem is...they don't answer their freakin' phone. I am now being billed the "non-insurance" fee by the doctor's office because they "have never received payment from InstaMed"....so more money out the window because of InstaMed's mistake. I have tried multiple times to call InstaMed, and every time I do, I wait on the call with a voice message that says "your call is very important to us", that ends by them hanging up on me and telling me I need to send them an email to "[email protected]", and I am confident will make it extremely difficult to get my money back. . Absolutely the worst customer experience I have ever received, and it is infuriating. This has to be illegal somehow!

  Business Response

  Date: 05/01/2023

  On April 28, 2023, InstaMed emailed ****** the payment/deposit documentation for the payments he made to his Providers.  The documentation provides details on how and when the Providers processed the payments, and confirms that the funds were paid to the Providers via direct deposit.  InstaMed recommends that ****** share this information with his Providers so that the payments can be located and credited to his account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

• Initial Complaint

  Date:04/21/2023

  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 have noticed that even after paying my processed claims through *****, Instamed also withdraws monies from my bank account. I have called Cigna to ask why this is happening and after fully explaining the problem ***** advised me to contact Instamed. Course the reason why I contacted ***** was because I could not get a hold of anyone when I called Instamed. I am being double billed for medical services and I want Instamed to cease withdrawing monies from my bank account.

  Business Response

  Date: 04/28/2023

  InstaMed's Customer Service Team contacted Joel by email on 4/27/2023 to explain that InstaMed is the payment processor for *****.  When a ***** member submits a payment through the ***** member portal, the payment is processed and sent to the member's Provider by InstaMed.  As such, a payment to a ***** Provider may show as a charge from InstaMed on a member's bank account, but the charge is one in the same.  ****'s payments were reviewed by the Team, and none were found to have been processed twice.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] on further inquiries.

  Customer Answer

  Date: 05/01/2023

  [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:
  
  After a closer review from my accountant, it does appear that the payment I make to ***** and the withdrawal of monies out of my bank account by Instamed are one and the same and that there is no evidence of double billing.

  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:04/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed $203.23 from ********************** Radiology. The mailing address on their invoice is: P.O. Box ******, Dallas, TX *****-****. I paid the statement amount online through InstaMed and received an authorization code: ******. The payment was deducted from my checking account on 03-17-23.  ********************** radiology has not received my payment. I cannot reach them via telephone. I instructed them to refund my payment via InstaMed Support online. InstaMed has provided me with an online case number: ********. ********************** has indicated they will have their support team look into this and I can call them back in 30-45 days. I cannot reach anyone to effectively resolve this and have may payment refunded. I still have an outstanding bill in the amount of 203.23 with ********************** Radiology.

  Business Response

  Date: 04/28/2023

  InstaMed's Customer Service Team reached out to *** on 4/27/2023 by email and confirmed that her payment cancellation request was processed on 4/21/2023.  The Team advised *** to allow 10 business days for the cancellation to be processed and refunded to her account.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

  Customer Answer

  Date: 04/28/2023

  [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 provided they follow through. On 3-26 InstaMed  indicated my payment was cancelled and would be refunded to my bank in 3-5 business days. It was not. On 4-27 I received another message indicating my payment was cancelled and would be refunded to my bank in 10 business days.  At this point, I will believe them when the refund is completed. Their communication processes and refund processes do not appear to be aligned. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:03/30/2023

  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.

  Instamed (a ***************** ***** company) initially overcharged me by collecting payment already made to my provider. This was on January 11. After discovering this 4 weeks later, I began a refund process with the company on February 15th. The company's customer support messaged me numerous times that the refund had been processed, always giving a different story and excuse why I did not yet receive it and always given me a longer timeline. I eventually did receive a refund into my bank account on March 28 - 2.5 months after the initial overcharge! I then discovered that Instamed WITHDREW the same exact amount again from my account without authorization that very same day!!I suspect that Instamed acted fraudulently. The case remains unresolved and I will explore an investigation into their practices. This experience appears to go beyond incompetence and bad service, it seems likely that Instamed does this thousands of times a day and many unsuspecting customers simply never notice or eventually give up.I want to register this complaint against Instamed with the BBB.

  Business Response

  Date: 04/28/2023

  InstaMed continues to review ****'s question, and is completing additional research to locate the referenced debit transaction from 3/28/2023.  As soon as an update is available, InstaMed's Customer Service Team will contact ****.  In the meantime, InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected].

• Initial Complaint

  Date:03/25/2023

  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 sent this medical bill in the mail which has absolutely no information or explanation of benefits for what it pertains to. I was scammed into paying it due to the threat if collection agency, though I have never received a prior notice from them. I do not even know who they are or why they billed me! After submitting the payment out of fear I immediately tried to cancel the transaction after realizing many have also gone through this same ordeal.

  Business Response

  Date: 04/18/2023

  On 4/13/2023, the Customer advised ********************** that they had resolved their issue directly with their Healthcare Provider, and have received a refund.  Customer stated that no further assistance was required from InstaMed's **************** Team.  ********************** will gladly work with the Customer in the future on any matters, and the **************** Team can be reached at **************************, **************, or *********************************

• Initial Complaint

  Date:03/20/2023

  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.

  Made payment through the Instamed portal connection to ******************* my insurance carrier. The payments were made on 2/15/23 and 2/16/23, deducted from my bak account on 2/16 and 2/17 respectively,but to date neither provider has been paid. I contacted UHC who got Instamed on the line with **. The gentleman was extremely rude and asked me to provide information about the electronic payment that I would not know (some type of electronic tracking number). When I questioned why or how I could have those numbers, he said if I was rude he would not assist me. Which I found very rude since I was polite in my inquiry. I am receiving collection letter from the providers when I have paid in excess of $500 to Instamed who has kept my money and not paid my providers. I want a status and payment to my providers today. I don't do collection letters, particularly when I paid my insurance carrier to process the payments.

  Business Response

  Date: 03/23/2023

  On March 22, 2023, InstaMed emailed **** the proof of payment documentation for the payments made to her Provider.  The documentation provides details on how and when the payments were made. InstaMed recommends that **** share this information with her Provider so that the payments can be located and credited to her account.  Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.

  Customer Answer

  Date: 03/24/2023

  [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:
  

  Anyone could post a random selection of numbers and claim it is evidence of payment. The fact remains, the providers have NOT received payment. I have spent more than 3 hours with both providers trying to track down their payments. At this point, Instamed and their customer (my insurance provider) ******************* need to contact the providers and find out where the alleged payments have gone. I don't believe that Instamed has made these payments as the history of BBB complaints show this to be an ongoing problem with Instamed and the random numbers provided does not constitute proof of payment.

  As the consumer, I shouldn't have to track down Instamed's payment processes. I will advise the ******* Insurance Commissioner and ******* Division of Consumer  Services that Instamed has failed to provide valid documentation to me or to the payees that they sent the money I paid, in excess of $500, to the providers through Instamed. Should the failure to confirm payment with the providers continue and I am required to pay these bills again, this time directly to the providers, multiple lawsuits will follow promptly.

  Do the right thing.

  
  Regards,
  
  ***************

  Business Response

  Date: 05/05/2023

  InstaMed's Customer Service Team reached out to **** via email on 5/4/2023 to request additional information on the payments in question.  The Team confirmed receipt of payment by one of ****'s Provider, and requires details on the other payments to perform research.  InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected] for additional assistance.

• Initial Complaint

  Date:03/09/2023

  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.

  Around February 1st I tried to pay a hospital bill from *****'s website which took me to INSTAMED. From there I entered the asked for information. Instead of my HSA being charged INSTAMED charged a savings account with the same ending account numbers that had insufficient funds for the $270.99 amount I was trying to pay. This savings account is a dummy account that was necessary in order to create my HSA and so has only the minimum $5. Hence my payment was rejected a few days later. I then just paid the hospital directly from my HSA and thought nothing of it until I noted that INSTAMED withdrew $30.00 from the savings account on February 2nd. I have contacted them and asked them why they charged me $30, asked them for a refund, and the response I have received is "Our investigation concludes that this charge was for the fee imposed for insufficient funds. According to ***** Laws, payments that are returned for lack of funds, the amount of $30 fee is the maximum a merchant can charge for recovery by *****. If you require more assistance, please contact Support at *************. Have a great day!" The case number with INSTAMED is: CASE-********. How can they charge me a fine as they were not the ones I owed any money to? I'm sure they are big enough that there's nothing I can do, but this is a predatory practice and is not fair.

  Business Response

  Date: 03/22/2023

  Per correspondence with the consumer, he advised that he now understands the issue raised, and requested for InstaMed to close the complaint on the BBB site (3/22/23).  InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].

  Customer Answer

  Date: 03/24/2023

  [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,
  
  *******************