Complaints

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:05/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 just had a telehealth appointment with one of accolades doctors. The doctor no showed for my appointment and then they tried to charge me $50 for a no show

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To any companies considering using Accolade, please, for the benefit of anyone needing to get a hold of their health care, or to get something taken care of, don't.I called them when I switched over to this new company that has Accolade because I needed to get a continuity of benefits set up for my urgent cancer treatment. Not only did they not have me in their system yet (which was slightly understandable), they gave me the run around & told me they would call me back to set it up. To my surprise, they called me back & told me they found me in their ************* would contact me again. Almost 2 weeks later, they still had not called me back, so I had to desperately change to another health care provider & this caused such a delay that I ended up waiting over a month to get my cancer treatment started. I wanted to stay with the original health care provider but Accolade never helped me through ******* thing.. I have requested a letter from Anthem stating that I've reached my out-of-pocket max so that I can be refunded an overpayment I made to my provider twice & have been told that they would send the letter but never got in touch with me, nor sent the letter. The 2nd time I called to try to get that letter, they told me that they had no record of the 1st call. & now I'm currently calling for the 3rd time requesting this letter & when I tried to give the reference number I was provided to help them find the 2nd call, the employee told me that reference number won't help. This is absolutely ridiculous.Had it not been for it being a NECESSITY to go through this company to get stuff done with ******, I would have already had all of this taken care of & been refunded my money.I still have not had any single promise taken care of.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had to pay out of pocket to have a surgery, I was told to submit my claim after and would be reimbursed. I have sent my claim to accolade two times now and they keep telling me they cannot find the claim and that I need to submit for a third time. This issues has been going on for 6 months now and still not get anywhere with the results

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Accolade employs business practices that serve only to obfuscate the healthcare process and getting coverage. Ive been with them for over a year and they have made the healthcare process vastly more challenging and frustrating. I struggle with chronic illness so I need specialty services. If you need something common their search client works, but if its specialty its just May be covered. To learn if its actually covered, Accolade cannot/wont tell you, you MUST go to a doctor(costs money) to get the codes sent JUST to find out if youre covered or not. Wont tell you who is in network if its not in the very narrow scope of searchability on their site and even when providers explicitly state on their website that theyre in network with the insurance provider Accolade is contracting with, Accolade will always say theyre out of network anyway. Their process is designed to make it as hard as possible to find any information, make you spend as much money as possible on doctor visits just to even find out if youre covered for something, and to mislead and make it so frustrating to find information that you will stop trying. Its a middleman for insurance, which is already a middleman for your healthcare, and theyre designed to make it too hard to get the care you need. It is a service that fundamentally operates on the idea of making care impossible to get.

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  UnpursuableMore 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.

  Accoloade was to review a bill from AMR and they failed to do it placing the bill in collections and causing issues with my credit

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 buy healthcare services through my employer and my provider is ************************. For questions about claims and benefits we are routed to Accolade.On 12/17/2024 I was on the phone with a representative, as he tried to assist me on submitting my healthcare information to two providers to have a claim from emergency care processed through my insurance.After being on the phone for a long time, the representative told me that he would be contacting the providers the next day to give them my information for submission of a claim.Yesterday I received a payment reminder from one of the medical providers and today (1/3/2025), I found that neither one of the providers have been provided with my insurance information by Accolade, so no claims have been processed under my *************** I spent from 1:24pm to 6:00pm on the phone with Accolade and spoke to several representatives that could not help me, so I but did not reach a representative in the claims department that could assist me. I was put on hold and transferred back to cue several times, and by 6:00pm PT I had to disconnect the call that I was on hold for 1:15hrs, as their offices were already closed and I was left on the line with hold music.

• Initial Complaint

  Date:01/02/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Open enrollment through my employer occurred in November and as of 1/1/25 my records show that my health insurance benefits have been terminated and not updated to reflect my coverage as of 1/1/25. I am pregnant and have significant appointments scheduled which I will not be able to keep as they have failed to update my records. Both my employer and health insurance have confirmed theyve done their due diligence and this company has failed to provide benefits.

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 beyond disgusted with Accolade. I am required to contact them for my benefits coverage. My so-called care advocate has not ***lied to messages in over three weeks. The chat function on the app keeps logging me out and i get no notifications for new messages. I called and asked for a supervisor so the *** asked me to hold on and then put me back in the queue. I was on hold for over an hour. When I finally spoke with someone, a supervisor was only available for a call back within 48 hours,. I had the same result with the chat agent. I learned I can opt out and contact my medical insurance provider but hat was done incorrectly and I need to wait 48 hours for a call for that, too. It is clear no one knows what they are doing and all the agents are capable of is following a script. Prior experiences to find in-network providers or coverage information have been just as frustrating. What does it take to get a simple task done or to get accurate information? Every single thing I need takes hours and days while I try to do my job.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had another Anthem plan through my last employer that should have been cancelled as of 12/31/23 but it was not terminated by my old employer by mistake. When I went to get medical services in March, my old insurance plan was billed before I knew it was still active. When I realized this, I reached out to Accolade as well as my old insurance representatives to help me with this problem. As of 12/12/24, my old insurance has been retroactively terminated to the correct end date, but the claims from March have still not been reprocessed. I reach out to Accolade nearly every other week to check in and nothing has been resolved. I spoke with 5-10 different representatives yet no one seems to actually listen to me. I even wrote up a summary of what had happened to make it easier for them to follow, but they still are not fixing this issue. They promote themselves as "health advocates" but I can say with absolute confidence they are the single-worst group I have had the displeasure of working with. I am a nurse and deal with insurance companies every single day. Somehow, Accolade tops them all. I repeatedly tell them that my claims need to be FULLY reprocessed by ******, yet they have been denied as "duplicate claims" 5 different times. Each time I tell them what needs to happen, they say "Give us ***** business days". Fine, I know things work slowly. 3 months after my most recent claim was supposedly resubmitted to Anthem, I get another denial for "duplicate claims." It has been nearly a year, and I will be sent to collections if this is not resolved. My assigned health care advocate no longer works for the company, yet no one was re-assigned to me nor was I notified. I just kept sending messages with no response, wondering why no one was helping me. I have asked repeatedly if I can just speak to Anthem directly rather than having to deal with Accolade, yet every Accolade employee says, "Not allowed." If I am forced to work with them, they need to actually help me

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 now spoken to numerous ***resentatives on the phone about my insurance claim and nobody is able to help me and when they are unable to answer my question, they place me on hold indefinitely and/or refuse to escalate/transfer me to a supervisor. I have even been transferred to *** or another pharmacy when I have been told I am being transferred to another department who can help me with my claim. I have requested numerous times to speak directly with my insurance since nobody from Accolade can seem to help me, and ***resentatives over the phone continue to state this is impossible. I am placed on hold for extended periods of time while the *** is "checking on my claim" only to come back and ***eat exactly what they had told me 45mins previously (which is normally just reciting the denial letter which I already have a copy of) if not directly refusing to transfer me when asked to speak to a supervisor or a different department/individual who may be able to answer my question. They absolutely refuse to escalate to any other department or supervisory position. I was told to message my care advocate on the app so that I dont have to wait on hold, but have received no response through the app. They state we called you about this and you didnt pick up yet I have no missed phone calls. It has now been almost two months since the claim was filed and still nobody is able to answer why it was denied. If I was able to speak directly to Blue Shield rather than through this so called "concierge service" I believe this would have been resolved long ago.