Reviews

Review Details

• Review fromMichael H

  Date: 03/27/2025

  1 star
  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 system & they 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 it.
  
  Next 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 Anthem, I would have already had all of this taken care of & been refunded my money.
  
  I don't know how this company ends up acting as a 3rd party for health insurance providers, but if you are in the market as a business, please, do not choose this company to represent you as a 3rd party for your healthcare service.

• Review fromNico B

  Date: 01/22/2024

  1 star
  I decided to give them another shot. I cannot believe this is a healthcare company. I need to speak to the physician (I have no issue with the physician I spoke to, this is all Accolade) regarding concerning test results. I get the alert for the appointment. Cant log in on my phone, can't log in on my laptop. Finally got logged in and it says I have no appointments. Called and sat on hold for a while to be told too bad, system is down.
  This is disgusting.

• Review fromJennifer G

  Date: 12/13/2023

  1 star
  I am so sick of this MIDDLEMAN!!! Accolade does not help, does not know what to do, and takes longer than I have ever waited to talk to someone. going on 30 minutes now and still waiting on someone to talk to me.... poor excuse for customer service and a disservice to those of us that have no choice but have to use. Been trying to get this back pain issue resolved for almost 2 months now. Crazy that people can't just do their own job and cut out these middle men who are not beneficial to your clients or customers. a ONE STAR ONLY BECAUSE IT WAS MANDATORY.

• Review fromOlivia V

  Date: 09/08/2023

  1 star
  To any employers considering Accolade as a health "navigator" - don't. Over the past few years, Accolade reps have repeatedly provided us with inaccurate info when it comes to:
  
  *Coverage start & end dates
  *Which providers are in network
  *Whether a procedure is covered
  *Whether a covered procedure is considered preventive
  
  Even their claims data is sometimes wrong (their website showed that I personally spent more than my OOP max), so you still need to log into your insurer's website for this.
  
  Accolade claims to give you a dedicated health assistant, but it will be a different person each time. These reps will copy/paste sections of text from a Summary of Benefits Coverage into a chat, but they have no understanding of the medical system or basic terminology and billing practices. (And if you try calling, you're just stuck on hold.)
  
  The one time I needed help to resolve an erroneous bill (where the provider forgot to bill my insurance), Accolade was no use. After I repeatedly asked for help, Accolade left a message with the hospital's billing office ... and that was it. They would not take any subsequent action, even as the hospital threatened to send the bill to collections. It was entirely on me to keep calling the hospital and resolve the issue through the their patient relations department.
  
  Just an awful, awful company. If anything they are a BARRIER to healthcare. Who cares about having a nice-looking app? We would rather talk to actual insurance reps and receive accurate information.

• Review fromMOHAMMAD K

  Date: 08/23/2023

  1 star
  Even they don't deserve one star. I had an unfortunate experience speaking with Accolade's customer service. When I initially called to inquire about the status of my service request, They informed me that they needed to obtain clinical information, which I understood. After calling back within a short time frame to gather more details about where to send the required information, I was informed that my case had been closed. I questioned why it was marked as deleted, to which they responded that my case had been closed because I had made multiple calls without providing the necessary documents. I explained that I had only received the letter the previous day and was calling promptly. I also inquired about the reason for case deletion, and they stated that it was due to not responding within 72 hours. I pointed out that the letter was dated August 15, which I received on August 22, and that I was calling on August 23, still within the specified time frame. Despite my explanation, the customer service representative remained firm in their stance that I hadn't responded within the 72-hour window based on the August 15 letter. I requested to speak with supervisor and he put me on a long hold and eventually they dropped the call from their end. Such a terrible experience and service.

• Review fromConner

  Date: 01/06/2023

  1 star
  What a terrible excuse for a company. Their customer service is garbage. I submitted an out of network claim, Did everything that was asked of me was told it would take 45 calendar days from submission to receive an answer. I’ve called back multiple times and given the runaround. Then was told it’s 45 business days. It’s now past the 45 days Business days and still have not received any answers. Their customer service is terrible and condescending. They come up with excuse after excuse and never give you a direct answer. They do not care what you might be going through. I asked to speak to supervisors multiple times and never was connected. Avoid them at all costs! And if you do have to deal with him you will have to do all follow up and annoy them until you can get an answer.