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Business Profile

Medical Liability Insurance

Wellcare by Allwell

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Liability Insurance.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 received a bill for medical equipment that i was told prior to ordering that it was covered. I called wellcare to get approval prior to ordering. I was told it was covered and the wellcare representative then called **** home medical to approve the order. I have since received a bill and called to find out why. I then was told i had a 20% co-pay. But the bill was for 50% of the bill. That representative also told me i was on a ********** plan and it should have covered it. I have since received a call from there escalation team trying to put the blame on the sales guy who sold me the plan. They continue to refuse to cover what "they" said was covered prior to my ordering

    Business Response

    Date: 04/17/2025

    I am writing to provide an update regarding the complaint filed by ******* ******* with the Better Business Bureau.
    We have made outreach to the member and informed him that we are still actively investigating his concerns. The member was made aware on April 17, 2025, that a thorough review is currently underway, and that a formal response will be provided upon the completion of our investigation.
    We are committed to addressing the matter promptly and will follow up with the member and your office with a resolution as soon as our findings are complete.
    Please let me know if any further information is needed at this time...

    Customer Answer

    Date: 04/18/2025

     
    Complaint: 23181389

    I am rejecting this response because:

    I was contacted today by welcare once again saying that my complaint has been forwarded to them. I was right back at the beginning.  This lady had no knowledge of the fact that i have already gone through the complaint process.  Would like to add that she ALSO said my co-pay was 20%. She contacted **** home medical and stated that welcare only paid $17.50 towards the bill. Then asked if i wanted to talk to billing to find out why. I rejected, telling her i had done this SEVERAL times already.

    Sincerely,

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

    Business Response

    Date: 04/24/2025

    I hope this message finds you well.
    I wanted to provide clarification regarding a recent inquiry involving the complainant. I have emailed him a copy of his Evidence of Coverage (EOC), and I referred him specifically to page 47, which outlines the deductible requirements.
    I explained to ********** that, per the terms of the plan, members are responsible for the full cost of most covered services until their deductible is met. Mr. ******* enrolled in our plan effective January 1, 2025, and he has not yet met his deductible. Therefore, he is required to pay out-of-pocket for applicable services at this time.
    This policy is standard and clearly outlined in the ***: members must meet their deductible before cost-sharing benefits such as coinsurance or copayments apply.
    Please let me know if any further clarification is needed.
    Sincerely,

    Abby. 


    Customer Answer

    Date: 04/25/2025

     
    Complaint: 23181389

    I am rejecting this response because:

    The company has showed that they are NOT an honest company. They told me on several occasions that my c-pap equipment was covered.  EVERY SINGLE person i talk to tells me something different.  They told me PRIOR to ordering that it was covered.  Rather than honor what they told me several times. They choose to now quote me policy that has been lied to me many times. I will have to accept the fact that my insurance company is full of liers and do my best to spread the word about the company. 

    Sincerely,

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

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a prescription for my diabetes. I have been on this prescription for a while. Starting January allwell required a pre approval for the medication. It was finally approved after a week. February when it came time for my renewal they once again held my medication stating it needed a "pre approval" AGAIN. and after a week of not having my medication they aproved it. Now we are in march and once again they are requesting a pre approval for my medication. In the mean time they are continually sending text, emails, and regular mailed letters stating, "they see i am not taking my diabetic medication ******* as prescribed, and this will be reported to my doctor ". I have called them repeatedly about the problem but no one can seem to comprehend. They say i dont have to go threw a pre approval each month but yet i have been. I have asked them to file a complaint but have been refused that right

    Business Response

    Date: 03/12/2025

    good morning, after review, the pharmacy department advised per the ** notes submitted, there is no indication of type 2 diabetes, therefore, the ******* will not be covered for the diagnosis of ************** or hypertension, the member has been advised as well.    

    Customer Answer

    Date: 03/12/2025

     
    Complaint: 23046257

    I am rejecting this response because: first the complaint was mostly due to them sending me letters,emails, and text messages saying "i am not taking my "diabetic"  (there words) medicine as directed and that they were reporting me to my doctor because of it. As stated to them, i have my A1C on file from my previous doctor.  And they even acknowledged it as "diabetic medication" in the numerous messages they sent me. Even with THREATS to report it to my doctor. I told them they can either approve or deny it but dont threaten me saying im not taking it when the ONLY reson im not taking it is because they wont approve it. If they choose to deny the medication then they beter stop the threatening letters about me not taking it


    Sincerely,

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

    Business Response

    Date: 03/13/2025

    good afternoon, per pharmacy they advised 
    Good morning,

    The only letter we have sent to the member was on 03/11 and it was just making them aware of the appeal denial for their *******. The member should not be receiving anymore communication from us regarding the denial.

    Thanks. 

  • Initial Complaint

    Date:12/09/2024

    Type:Product Issues
    Status:
    Answered
    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.
    REQUESTED CANCELLATION OF MEDICAL INSURANCE POLICY IN AUGUST OF 2024. REQUESTED AGAIN IN OCTOBER 2024. REQUESTED AGAIN TODAY, 12/06/2024 AT WHICH TIME I WAS TOLD TO DO IT IN WRITING. I FILLED OUT THE "DISENROLLMENT FORM" ON THE HEALTH NET WEBSITE TODAY (12/06/2024), THEN THE SUPERVISOR, *******, TOLD ME THAT I HAVE TO WAIT FOR THE "ENROLLMENT PERIOD" OF BETWEEN OCTOBER 15 - DECEMBER 2, 2024. THIS IS NOT A TRUE STATEMENT. ENROLLMENT IS DURING THIS TIME FRAME, BUT CANCELLATION IS ALLOWED ANY DAY AND ANY TIME DURING THE YEAR. THERE IS NOT MONITARY VALUE HERE. I JUST WANT THE MEDICAL INSURANCE POLICY CANCELLED IMMEDIATELY.

    Business Response

    Date: 12/20/2024

    Hello. We apologize for the dissatisfaction that you experienced. The plan has made contact with the member/ complainant regarding their concern and the member has been disenrolled. The member has been sent proof of termination. No further action necessary.

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered a replacement card form wellcare dual liberty spendable credit card for over a month and a half and still no card. I have been told at least five different stories as to when it will arrive or why it hasnt come. The end of Dec. the cards balance is lost and I havent been able to get my health items because I cant get a replacement . Ive been told that it takes seven days to mail bt then it took 15 days from the 2 nd time I called to even be mailed. Now its the 6th of dec and I still havent hat a card and it was order mid November and again when I called I got a 6 th reason why I havent gotten it.

    Business Response

    Date: 12/19/2024

    Dear ***** ******** ,

    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced, your replacement card was mailed on 12/3/24 to the address on file.

    If you have any further questions or concerns, please do not hesitate to contact us.

    Sincerely,

    **** D

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 chose wellcare/allwell for my ****************** and was told they coverered chiropractic care, NOTHING has been paid for the entire year. My chiropractors office (dr ******* **** /Pointe village chiropractic, located in *********** MI), has contacted them multiple times and so have I and keep getting the same response, something is missing on the form or the date is not correct, everything has been resolved and still no payment. my first visit for 2024 was jan 3, and I would go every 2 or 3 weeks so multiple visits. I have spoken with customer service from all departments and levels including corporate levels and still no payments. My name is ****** ******* I live at ***** ***** ct. In ********* , mi *****. my email is ************************** I have a following code from a previous letter 22500793-9E2C0. Please help me get this company to do what they promised. I 'm a senior on a fixed income. Thank you for your time.

    Business Response

    Date: 12/12/2024

    Dear ****** *******,
    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible, we have been in communication with your Provider and currently waiting for a response from your Provider. If you have any further questions or concerns, please do not hesitate to contact us.


    Sincerely,

     

    **** D

    Customer Answer

    Date: 12/13/2024

     
    Complaint: 22613515

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 12/16/2024

    I chose wellcare ins because they told me I would get 12 visits of chiropractor care.  Files were claimed rejected multiple times and was told each time issue was resolved. ********* and myself contacted them multiple times but after almost a full year still no payments.  We were told a dr *** number was in the wrong box. This was fixed February 2024 still no payments.  I have talked to multiple customer service ppl including corporate as did my drs office . ********* has filed multiple claims multiple times trying to get some resolution.  Nothing as of dec 12 . Why should they be able to take my premium but not give me services promised.  Hope you can give me some advice. Thanks ****** Schnars 

    Business Response

    Date: 12/19/2024

    Hello,

    I have been in contact with your *************** and your *************** made the necessary corrections on your claim and has refiled to WellCare this week.

    Thank you, 

    ****

    Customer Answer

    Date: 12/20/2024

     
    Complaint: 22613515

    I am rejecting this response because this is the same explanation I have been told for months and still not resolved:
    I have spoken with at least 10 different ppl even corporate ppl and not resolved.  My first contact was back in March 


    Sincerely,

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

    Business Response

    Date: 12/31/2024

    Your Provider sent the claims in incorrectly, after the Provider reviewed the are aware of the error on the claims sent in. WellCare cannot process claims that Provider sends in incorrectly. Your Provider sent in the correct claim format on December 18, 2024, and now the claims are being processed. 

    Thank you, 

    Myra 

  • Initial Complaint

    Date:10/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For 3 years now I have begged and pleaded to have no more mail in my mailbox I am a live-in nanny and I will lose my job if I keep getting excessive male from WellCare I am supposed to be on the paperless list but it's 3 years later and my phone rings constantly with them bugging me about seeing my doctor? WellCare is not my doctor they do not need to tell me what to do the mail I get is ridiculous they mess up constantly I call and make grievances about them calling me early in the morning then they turn around and do it the very same thing call me early to talk to me about them calling me early? Lol they also supposedly did not pay my dental bill so my dentist took me to collections no one ever contacted me my credit was almost ruined

    Business Response

    Date: 10/09/2024

    Hello. We apologize for the dissatisfaction that you experienced.  The plan has made contact with the member/ complainant regarding their concern and has been added to the do not contact list.  No further action necessary.

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair 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.
    I was approved for a pain relieving injection about a month and a half ago which eliminated 90% of the pain on my left side now I need the right side done and they keep denying the service wanting additional information, and every time we call in they require more different additional information.

  • Initial Complaint

    Date:01/23/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    they keep sending me bills to pay a health insurance i do not have i have United Healthcare please help me make them stop sending me bills to pay to them do not know if they are scammers

    Business Response

    Date: 02/13/2024

    Good afternoon,


    We have received your complaint via the BBB. We would like to further assist you with your issue. We have been unsuccessful in contacting the complainant thus far. Can you please either provide us with a phone number or contact us at ************ your reference number for your case is MCRC-******. We look forward to speaking with you our hours of operation are Monday Friday 8:00AM 5:00PM EST.

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 currently have health insurance through ******************************* in *******. One of the benefits is supposed to receive payment through Wellcare Spendables of $156 per quarter. When I tried to use my benefit recently for online otc items I encountered a problem when making the order. According to online site I have $156 available for items. I made an order using $60 of my benefits but when I tried to make the order I received a message that there was only $10 available to pay for items and I would have to provide another source of payment. When I called their "support line" I was kept on the phone for over an hour talking to people who had no ability to comprehend my problem. I was finally transferred to someone who said they would take my order by phone but everything I asked about was unavailable so I ended the call as I had already wasted too much time. Today I tried making the order again online but ran into the same problem as my account had not been corrected as promised. I contacted "support team" by email but only got gibberish back that I had $156 in my account and how to order items. Nothing was mentioned about the actual problem. I am tired of dealing with this incompetence and failure of the company to provide me with promised benefits. This is a simple problem which should have been corrected a while ago but their "support team" seems completely incapable of understanding this simple problem.

    Business Response

    Date: 02/12/2024

    Good afternoon, 

    We are currently reviewing your case and have not yet had the opportunity to speak with you about the matter. We have attempted on multiple occasions the phone number listed please reach out to us at ************ to continue the discussion regarding your issue. Your ticket number is MCRC-857979.

    Thank you 

    Customer Answer

    Date: 02/14/2024

     
    Complaint: 21170725

    I am rejecting this response because:  Company has only started trying to contact us in the past week regarding this matter and I have been unable to reach anyone directly regarding this matter until this morning.  I am skeptical that this will be resolved in a expedited manner as no one seems to understand what is going on with the Spendables program.  It appears to be a serious computer problem which has also affected my wife in the same way and I suspect that it is a site wide problem and is affecting many more people than my wife and I.  *********** seems ill equipped to resolve any problems as we have had multiple problems with Wellcare by Allwell since the new program went into effect on January 1, **** so needless to say I am skeptical of the ability of the company to resolve any problems at this time.

    Sincerely,

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

  • Initial Complaint

    Date:12/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 fully and permanently disabled. I am unable to walk. My doctors requested Physical Therapy. My physical therapist said he could feel a difference. Wellcare by Allwell keeps denying my PT. They sent me a letter dated 12/05/23 saying that *****************: Arkansas Homecare of ******, LLC does not participate in my health care plan and the request is denied. My wife talked to ****** at the above agency and ****** told her that they denied it because "their doctor said there's no improvement." It's hard to determine improvement after only 4-6 visits once a week by a physical therapist and how can a doctor that's never physically seen me make that determination? They keep messing with my healthcare. Even my regular doctor is getting frustrated. She says I NEED physical therapy and Allwell keeps shutting me down. My doctor also recommended a power wheelchair which was initially denied due to "no knowledge of knowing how to use one." How was I supposed to get knowledge to use one if one wasn't available? I finally got the chair after arguing with them, but now it seems like they don't want to help me any more. The doctors, therapists, ER doctors, nurses and caregivers all agree that I need physical therapy, but Allwell keeps denying me necessary medical treatment. They are denying my medical needs and I want to walk again, but every time they deny me, I fall back and have to start over again.

    Business Response

    Date: 02/13/2024

    Hello and Good Afternoon,

    Contact was made with ************** and he agreed to enroll into *************** services. He has been assigned a Care Coordinator who is providing ongoing support and assistance to address all concerns.

    Thank you.

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