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Business Profile

Health Insurance

Imperial Health Plan

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 company is the worst insurance provider I have ever dealt with. They said for 3 weeks that I need a referral to continue my daily medication for ADHD (I have a diagnosis letter from my prior doctor) and sent me to another company *****. Lucet told me repeatedly that I do not need a referral. It took 3 weeks to get them both on the phone since Imperial is only accepting callbacks and is almost impossible to get a live person on the phone on the first try. Imperial will call you back around 8 or 9pm CST (after Lucet has closed) and wait try to call Lucet to tell them that they are wrong. Imperial promises to call you back the next day and then never does, starting the cycle all over again. I finally got both Imperial and Lucet on the phone and Lucet finally corrects Imperial and informs them that I do not need a referral. At this point Imperial has me make an appointment with ThriveServices to FINALLY get my appointment set up only to find out from ThriveServices that I am not able to do that, I am out of network, and that I would have to pay their out of network fee. I am also finding out that they will not prescribe my medication via Telehealth due to it being a stimulant, even though Imperial told me repeatedly that this would not be an issue. I have called around to multiple locations that they say are in network and it seems that nobody has any clue as to who these people are and nobody seems to have them in network despite Imperial's portal saying they have multiple doctors in network. This place is either a government subsidized SCAM or they could work for the ********************* for how well they weaponize their own incompetence

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    ******************** Services enrolled me with Imperial Health Plans as part of ******** Advantage after UnitedHealthCare bailed out on the *** I had. Imperial Health Plans is a fraudulent endeavor supported by *** or non-extant CMS oversight. I have contacted **************** twice. The first *** gave me a phone number for non existent *** Doctors at a Clinic 74 miles away. The *** on my card is a generic "clinic" but the *** gave me the address of a women's clinic (I'm male) that hadn't heard of Imperial Health Plans. These people are a fraud. Do not consider Imperial Health Plans under any circumstances. I'm cancelling.

  • Initial Complaint

    Date:01/25/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    As of 01/24/2024 ... I'm just not satisfied with them at all. NO ONE seems to accept their insurance despite what their website or their customer service reps say. I've spent hours contacting Dr's offices that are supposed to be in network, only to be told they aren't. Calling the customer service line does no better... they are obviously going off the same database that they provided to me in order to find in-network doctors. This just seems to be a money pit, there is no reason for them to be getting paid when nobody accepts the insurance. I'd be better off just going as an uninsured patient and paying cash. I'm wondering if they are actually a legit insurance company. Again, no one seems to accept them as in-network, regardless of what the service reps say or the database that they gave me to look up in-network doctors. One doctor that was listed as in-network AND receiving new patients had not been at the practice for 6 YEARS! Multiple others have relocated to other areas or even retired altogether.

  • Initial Complaint

    Date:01/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On Nov 27, when I planned to order some OTC items from Nations Benefit website, I noticed that Nations Benefit website said that my insurance had expired. This is not true as my insurance is in good standing and continues. I called Nations Benefit. Nations Benefit customer service told me to contact my insurance company, Imperial Health. I did and a representative from member service of Imperial Health said that she would send my insurance information to Nations Benefit to correct the mistake immediately.On Nov 29, I checked Nations Benefit website to find nothing happened. I called Nations Benefit. Nations Benefit customer service told me to wait and check again on Friday (Dec 1) and said that it would be ready by that time.From Dec 1 to 4, I checked Nations Benefit website periodically, it still showed that my insurance had expired.On Dec 5, I called Nations Benefit again. Representative of Nations Benefit told me to contact imperial Health to make sure that my data file had been sent to Nations Benefit. I then called Imperial Health immediately and requested a three-way call (Imperial, Nations Benefit and myself). During the call, representative of Imperial Health repeatedly confirmed that my insurance coverage data to the end of December 2023 had been sent to Nations Benefit on Nov 27. Representative of Nations Benefit contacted someone internally and said that she had written down some notes. After waiting for about 20 mins, did not hear anything. Assuming he or she was busy now and would take care of my matter afterwards, the three-way call ended. On Dec 6, I checked Nations Benefit website to find nothing happening, I called Nations Benefit and explained the situation. Representative of Nations Benefit could not do much so connected me to his supervisor. Upon hearing my explanation and reviewing the file in his capacity, he told me he sent an expedited ticket while we were talking. He told me he would hear back within the day and call me back. If for any reason, I could not answer the phone, he would leave a message. He broke his promise, and I had not heard from him.On Dec 7, I checked Nations Benefit website to find nothing happening nor heard anything from the supervisor, I called Nations Benefit and explained the situation. The representative said the Nations Benefit did receive the data file from Imperial Health on Nov 27 and would be uploaded next Tuesday (Dec 12). The representative, upon consulting her supervisor, promised me that my OTC account would be ready to use by Wednesday (Dec 13). Dec 13, I checked Nations Benefit website to find the same thing: your insurance is expired. I called Nations Benefit. The representative, upon consultation with her supervisor, told me that Nations Benefit returned my benefits to Imperial health. On my request, the representative of Nations Benefit added a representative from Imperial Health to the call. The representative of Imperial health confirmed that Imperial Health took over my case from Nations Benefit and would resolve the issue of my OTC benefit.On Dec 20, I called Imperial Health to check the status. Without understanding, the representative of Imperial Health mistakenly forwarded my call to the pharmacy. The pharmacy does not handle this kind of issue and forwarded my call back to member service of Imperial Health. A new representative answered the call, but he could not help. I requested to speak to his supervisor. He said his supervisor was busy now but would call me back shortly. On Dec 21, I have been waiting to hear from the supervisor. It is over 24 hrs but I have not received a call from the supervisor. Considering the experience I had in the past month, I doubt the supervisor will call me to resolve the issue.Conclusion: Both Imperial Health and Nations Benefit confirm that my insurance is valid and not expired. Both admit that they made mistakes in denying my benefits, both promised to resolve the issue, but both do nothing to correct the mistakes to resolve the issue.

  • Initial Complaint

    Date:07/17/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Under our senior plan in Imperial Advantage, we have $0 copay with the specialist. We should not be charged by wound care treatment done by ourselves which was requested by the hospital. ***** Healthcare delayed almost a year to send me the first billing statement on 5/9/2023. Right after we received the first billing statement, we reported and filed grievance on 5/17/2023. My insurance, Imperial Healthcare, dismissed my Appeal and Grievance because of so-called 60 day time limit. How can any customer file appeals and grievance before knowing about confirmed charge from the billing statement?

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