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:06/27/2024

  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.

  Redirect health has been dragging their feet and pointing fingers and delaying a much needed critical surgery to fully recover from a hemorrhagic stroke. In late April ********************************************************************************************* emergency brain surgery. For the last 2 months we have been pleading with redirect health to agree to terms with the hospital for them to complete the surgery and replace the skull bone on my brothers head which is so critical to his full recovery. Redirect health has adamantly denied and withheld payment for care. I believe this is a serious issue and we are looking to pursue this matter in litigation due to a delay treatment. It has been relayed to us by countless medical professionals who have been treating my brother that the longer they wait to replace toy brother's skull bone, the higher the risk of him not making a full recovery. We have gone through countless emails, phone calls, meetings with reps at redirect and the hospital and yet no action has been taken. We've had 2 surgery appointments cancelled on us last minute due to no payment from redirect. We are at our wits end and feel like they are playing a game with us all because they do not want to pay. This company is a sham and a bunch of scammers. If your employer offers this as medical coverage please stay far far away because god forbid if you have an emergency they won't give 2 s**** about you or your family. You're better off purchasing your own plan from a legitimate health insurance company on a healthcare market place or work with your HR to end their service agreement with them. They will do everything in their power to make your life h*** as they do not care for the folks who purchase their service, they only care about their bottom line. Also- don't believe their other reviews on ******* those are obviously all lies and likely posted by their own employees so that they stay in business.

  

  Business Response

  Date: 07/08/2024

  Please see the attached response from Redirect Health. 

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service 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.

  Our company has contracted with Redirect Health to provide an alternative to health insurance to pay medical and prescription claims. The company has routinely denied claims they claim to cover and leaves employees stuck with medical bills that are unaffordable and affecting credit ratings. This company has routinely demonstrated a disregard for the benefits of employees of our company. Acting as a fiduciary, this third party administrator is holding and keeping hundreds of thousands of dollars of employee's monthly premiums by refusing to pay claims. This type of company is not regulated and has free reign to do what they will with the money sent to them, which is to keep as much of our employee's money as possible by refusing payments to medical providers.

  

  Business Response

  Date: 08/27/2024

  Redirect Health is a Third-Party Administrator for the patient's employer's self-insured ERISA plan. The employer, Suncoast Restoration, is the fiduciary of the patient's plan. The employer's Plan Document has limitations and exclusions and will always assist Providers obtain alternative funding if outside of the patient's plan benefits when patients qualify. For medically necessary and covered services, so long as Redirect Health is coordinating care and pre-authorization is obtained, the patient's plan can pay up to 140% of ********* If there are any extra charges above 140%of ********* or for noncovered benefits, these are the responsibility of the patient - not the employer, the stop-loss carrier, or the Third-Party Administrator.
  
  Thank you,
  *****************, COO

• Initial Complaint

  Date:04/22/2024

  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.

  I have followed Redirect's instructions to get my provider visits preauthorized and despite having preauthorization. Redirect has not paid the bills in question dating back to october of 2023. I spoke with the provider and they do not have record of Redirect reaching out to them to negotiate payment. I have submitted the bills from the two providers in question over 6 times and have text message confirmation that they have received the bill. Our firm continues to pay our monthly premiums on time every month and redirect is not paying the provider. The business model encourages Redirect to retain as much of your money as possible because at the end of the enrollment period they keep what's left. Redirect is not acting in a fiduciary manner at all. At this point unless i want to pay out of pocket i am being denied service from my physical therapy provider. I have been sent final notice bills from both providers, i'm concerned this will effect my credit. I would like redirect to pay the two bills in question, in full and provide me with proof of payment.

  

  Business Response

  Date: 08/27/2024

  Redirect Health is a Third-Party Administrator for the patient's employer's self-insured ERISA plan. The employer, Suncoast Restoration, is the fiduciary of the patient's plan. The employer's Plan Document has limitations and exclusions and will always assist Providers obtain alternative funding if outside of the patient's plan benefits when patients qualify. For medically necessary and covered services, so long as Redirect Health is coordinating care and pre-authorization is obtained, the patient's plan can pay up to 140% of ********* If there are any extra charges above 140%of ********* or for noncovered benefits, these are the responsibility of the patient - not the employer, the stop-loss carrier, or the Third-Party Administrator.
  
  Redirect Health team members have contacted and assisted ******************* with his physical therapy claims concerns with *****************. The patient's providers have been reimbursed appropriately in accordance with the patient's plan document his employer has in place. From past member communication and member ****************, Redirect Health was only made aware of physical therapy services from Wellstar Norcross and Sports Medicine of Gwinnett and imaging services from Northside Radiology. There are no Provider claims or member bills received for the amount of the patients concern.
  
  Thank you,
  *****************, COO

  Customer Answer

  Date: 09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:10/25/2023

  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.

  Not paying insurance claims

  

  Business Response

  Date: 11/02/2023

  Redirect Health acts as a Program Manager for ******************** companies self funded insurance plan.  As the Third Party Administrator we are actively in negotiation with the facility **************** was seen at to come to an agreement on the bills in question that are a plan benefit on ******************** plan.  ******************** company has an allowable amount that the plan can pay and the facility did not want to accept this payment which put **************** at risk for additional charges.   Redirect Health is negotiating a fair payment with the facility so that ******************** risk of additional charges by the Hospital is mitigated.  Redirect Health has a meeting scheduled with Facility and the health insurance advisor for ******************** plan to hopefully come to a resolution. 

  ******************** health insurance advisor has been notified of all work that Redirect Health is doing to resolve this issue on behalf of ***************** 

• Initial Complaint

  Date:10/23/2023

  Type:Order 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.

  In August 2023 Redirect Health issued a preauthorization form stating that they would cover "evaluation and treatment" for an appointment for a *** injection, and that the member responsibility was a "$50 co-pay". Redirect Health knew in advance that the appointment was for the purpose of the *** injection, and that no other treatment was planned during the appointment. Prior to the appointment I was given no other communication or information other than the preauthorization form.After the appointment, which I had to pay $1200 out-of-pocket for, I was informed by Redirect Health that they would cover no part of the appointment. I asked for a review of this decision, and Redirect Health performed a full review and informed me again that they would not cover any portion of the $1200.I understand that *** injections are often not covered by insurance. However, Redirect Health severely misled me by issuing a preauthorization form which they did not honor.

  

  Business Response

  Date: 10/25/2023

  Redirect Health acts as a Program Manager for individual and groups health plans.   We will contact member to ensure that proper communication was documented and that members plan paid all allowable benefits. 

  Customer Answer

  Date: 11/01/2023

  We are rejecting Redirect Health's response in their response on 10/25/2023 they stated that they would contact the member to ensure proper communication, documentation, and benefit payment. Since that response, they have not communicated or reached out in any way. They have not addressed the primary complaint: that they issued a preauthorization for treatment and failed to honor their authorization. We are requesting that they acknowledge and honor the preauthorization, including financial reimbursement for the appointment that was preauthorized.

  

  Business Response

  Date: 03/28/2024

  In response to this individual's complaint, the claim and medical need in question was not a plan benefit for the member in accordance with the plan documents provided during enrollment.
  
  This information was communicated to the member prior to the service date and is reflected on the Referral Reference Form that was sent to the member during coordination. The amount paid by the member was considered an out-of-pocket expense that is not eligible for reimbursement through their plan managed by Redirect Health.

  Customer Answer

  Date: 04/01/2024

  The most recent response by Redirect Health is not accurate. As stated previously, the only communication that I received from Redirect Health prior to the date of service was a preauthorization form. The preauthorization form seems to indicate that treatment would be covered and I would only be required to pay a $50 co-pay. The preauthorization form was attached previously with the original complaint.
  
  
  Besides this preauthorization form, there was no other communication with me prior to the date of service. I was never told prior to the date of service that it was not covered under my plan benefits. And the preauthorization form led me to believe that the service was covered.

  

  Business Response

  Date: 04/10/2024

  Hello,

   

  Redirect Health coordinated this further with the member involved and have resolved this issue. The member was rightfully owed a reimbursement based on the coordination of this claim and was therefore reimbursed. Redirect Health is an agreement with the member that this was what was needed to resolve this complaint and issue. There will be no further action needed beyond this step.

   

  Thank you,

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

  Customer Answer

  Date: 04/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution fully satisfactory to me. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/23/2023

  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.

  This Redirect Health Company is not providing an EOB on what theyve paid to the members on policy . We have no idea what we owe etc . We have health facilities calling ** and threatening collections because they have paid zero on services . Example a **** hospital bill. We have a **** dollar deductible . So 80% of that remaining balance should have been paid. They continually say the facility hasent presented them with an explanation when the facility absolutely has. Now **** going to collections because no response from them . Ive never had any insurance like this!!! The hospitals are changing my chart to private pay because nothing is being verified . Please help me with this

  

  Business Response

  Date: 10/25/2023

  Redirect Health members have access to a Member APP that allows all members to request and Out of Pocket Summary.  The Out of Pocket Summary is sent, usually within 72 hrs but could take up to 5 business days depending on volume. 

  Redirect Health serves as a Program Manager for companies self funded health plans.  Plans have an allowable amount that can be paid, per the groups summary plan document.  Redirect Health will always ensure that the allowable amount is paid and that Redirect Health is available to help where a provider or a facility bills incorrectly or is charging member extra charges.  Redirect Health encourages members to submit these requests through the Extra Help button on their member app. 

   

  Member will be reached out to and we will make sure all questions are answered. 

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  Redirect was supposed to pay $1200 for a colonoscopy procedure I had in 2021. They havent paid and I keep getting notifications about it. I have called numerous times and so has the provider to no avail. In the last 3 business days Ive called 3 times requesting to speak to someone in management. Each time I was promised that someone would call me. No call so far. The provider has turned it over to a collection agency and it is now affecting my credit rating.

  

  Business Response

  Date: 08/04/2023

  Redirect Health is the Program Manager of ****************** health plan, and recently became aware of the complaint filed by **************** regarding an unpaid bill. 
  His bill was sent to the Employers health plan to coordinate payment; however, the bill was coded incorrectly.  It has been corrected and it is payable according to his plan benefit.

  
  Redirect has called the collection agency to make payment,however they would not discuss this case without ****************** written consent.  A message was left on ***************** daytime phone number provided, and an email was also sent to him, to let him know we need the written consent form to pay the bill. 

  
  We are waiting to obtain his permission to take further action and make the payment.  We will continue to follow up with **************** to close this case to his satisfaction. 
  
  Sincerely,
  
  ***********************
  President
  Redirect Health

• Initial Complaint

  Date:07/20/2023

  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.

  05/03/2022 I went to the emergency room for very high blood pressure, er doctor had me admitted into the hospital. I have been fighting with the insurance company ever since to pay their portion of the bill. I've called and called sent multiple copies of the bill. I was told it would be taken care of. Over a year later still fighting to get this taken care of. Just getting the run around. It has since gone into collections. Talked to an ****** on June 21st 2023. Said all I owe is $967.03. And they would call Honor Health and get the rest settled. I paid $967.03 TO HONOR HEALTH. Didn't hear back from anyone. ***************** called and said the hospital put it back into Collections.

• Initial Complaint

  Date:03/23/2023

  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.

  This insurance company is impossible to deal with .They do not pay providers and dont respond to appeals

  

  Business Response

  Date: 04/05/2023

  Response to *************************** Complaint #********
  
  Redirect Health is a Program Manager hired by businesses with self-funded health plans, and we are not an insurance company.  As such, upon receiving ************** complaint, Redirect Healths VP of Membership immediately contacted her by phone and email to address her concerns.  ************* responded by email and informed us that the issue is resolved.  The records show that ************** submitted an appeal to Redirect Health, and the following day our Claims Resolution Manager contacted her and as the Program Manager, resolved the appeal by the following day, prior to receiving this complaint. 
  We care very much about our members of Redirect Health.  ************** is personally not a member, but a hospital administrator submitting an appeal on behalf of one of our members.  We are happy that she is pleased with the resolution of the appeal she submitted.
  Sincerely,
  ***********************
  Redirect Health, President 

  Customer Answer

  Date: 04/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:02/15/2023

  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 slipped on the ice and fell down my steps last February. I tore my Meniscus and required surgery. We coordinated the surgery through Redirect Health, (My health care provider), and ***** hospital, and on 5/3/22 I got my knee fixed. I paid my $1000 deductible up front and Redirect Health paid $6289.97 up front. Then several months later I received a bill from ***** for $3041.07 for other charges, (Anesthesia, recovery room services, medication, etc.). When I called *****, they told me that Redirect Health would not talk to them about it, so ***** sent me the bill. Then I talked to Redirect Health and they were very nice and helped me submit everything needed to their website and assured me that this would be taken care of and that someone from accounting would be reaching out to me within 2 weeks. Nobody reached out and nothing was paid. I left several messages with accounting and never got a return phone call. So last week I called and got a representative on the phone and they saw everything that I submitted and didn't see why this wasn't paid. She told me that she would reach out to their accounting department and someone would get back to me by last Monday the 13th of February. Still no reply and no payment to *****. I am being avoided and ignored while Redirect Health still takes my monthly health care payments from my credit card. I just want them to cover the $3041.07 that they still owe *****. This is creating lots of anxiety and stress for me and my family.

  

  Business Response

  Date: 02/28/2023

  As the Program Manager for ************ health plan, Redirect Health coordinated his care and put a single case agreement in place with Mercy Hospital.    Once we were notified of ************ complaint, our team contacted the hospital to inquire why he was being billed for the service that we coordinated with his plan to make payment at the time of service. 
  
  We learned that he was in fact being balance billed by the hospital and should not have been sent a notice of the amount due.  Mercy Hospital agreed the amount has not been adjusted off correctly and confirmed they would make the adjustment to his account and would leave ********** with no further balance to pay.  
  
  We spoke with **********, and he is pleased with the resolution of this complaint.
  
  Sincerely,
  
  ***********************
  Redirect Health, Inc.
  President