ComplaintsforConnect for Health Colorado

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  January 3, 2024 enrolled for health insurance, accepted, made payment.January 31, called to check on status of application as I had heard nothing from Connect For Health or ****** regarding coverage that is supposed to start February 1, 2024. Was told I needed to wait 21 days for application to be processed. Call back in a week.Called CFH February 1 to check status, was told nothing found in system, that I didn't enroll. Told them to check deeper, they found application, must wait 21 days for application to be processed, but they will send application to escalation office, call back in a week. CASE #CAS571867F9P3Z2 Called CFH February 9, 2024 was told I have coverage, it began February 1, 2024, I said to them, if I call ******, they will show that Ii have insurance, was told yes. Called ******, "no active coverage in system" Called CFH back and was told AGAIN, have to wait 21 days for application to be processed, but you are covered...no, I am not covered, I cannot see a doctor, I have no active coverage. Neither Connect For Health will call ******, and ****** will not call Connect For Health, I cannot speak to anyone higher up. This is so frustrating, I have health issues and have done my part of applying, paying and following up only to be told I have to wait and lied to about having coverage. What can I do next? Kind regards, *******************************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On December 13, 2022 I signed up through Connect for Health Colorado for Medical and ***************** I paid my monthly premiums. I confirmed with Anthem (my selected plan) that I had coverage and that my auto payments were properly set up. I checked in the Anthem portal and both of my coverages were there for 2023. I went to the dentist and was informed that I didn't have dental insurance. I called Connect for health Colorado and they informed me that my plan was cancelled on 2/1/23 and I would need to call ***************** they couldn't do anything for me. I called ***************** and they said I needed to talk to Connect for Health. On the phone with Connect for Health and Anthem - Connect for Health informed me that THEY cancelled my dental insurance on 2/1/23. I filled out my insurance application back on December 13, I received a confirmation of the purchase of both ********************* policy. Confirmation #**************. At the beginning of January I confirmed that I had purchased Dental and I could see up my benefits on the Anthem online portal. I set up my insurance premium to be automatically deducted from my business checking account monthly. ******************** for Health had issues with their online form submissions during the enrollment period and I was continually promoted to fill out the same application many times after I had selected and paid for my insurance, which I the reason I followed up with them and Anthem to confirm that I had insurance and that my bill pay was properly set up to deduct from my account. ******************** for Health cancelled my dental policy for 2023 with no notification to me and has been of no help in getting my insurance re-instated. I have talked to 2 account reps and their supervisors. I have received conflicting information, wrong information and No resolution. They sent my file to their ************* team for review over the course of the next 21 - 28 days with no guarantee that I could have my dental insurance reinstated.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Beginning on 2/27 my husband realized that the dental insurance he enrolled in through Connect for Health Colorado was not active and he had never received a member ID card. He called the insurance provider, and they had no record of him in their system. We have been trying to reach Connect for Health Colorado since, and have not been able to reach a customer service representative. We have reached out by email to no response, by chat (which just makes us wait in line for 20 minutes and then says there are no available agents and then makes us wait in line again with no end), and have called, waited on hold for over an hour, and then been hung up on by the system. We have tried all of these methods several times with the same results in the last days. Without being able to reach Connect for Health, my husband is unable to get the dental care he needs.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have signed up for health insurance for my daughter and I through Connect for Health Colorado. I have been getting charged a premium monthly but when I go to use my health insurance, they claim I do not have insurance. I have called and emailed Connect for health about this issue and they play dumb and say they can't help. I have been hung up on after waiting on hold for over an hour. They are stealing my money monthly and not providing me with health insurance. I have several medical bills unpaid due to this.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I are retired and living on a fixed income. On December 13th, 2022 we applied for health coverage through connectforhealthco.com, and discovered we were entitled to Premium Tax Credits of $894.20 per month. Previous to that, we had been paying over $1000 per month in health coverage with Cigna, and struggling to pay our rent and monthly bills, so this reduction came as a huge relief to us. Having set up our coverage, through connectforhealthco.com, to begin on January 1st, 2023, we canceled our plan with Cigna, so we didnt have to pay our premium for January, 2023. Since December 13th, 2022, connectforhealthco.com has lied to us, fobbed us off, let us down, and dismissed our cries for help, and as of January 20th, 2023, we still dont have any health coverage through connectforhealthco.com. We have repeatedly been told by connectforhealthco.com that, we are insured with ****** but that your systems were down, IT were working on fixing the issues you were having, someone will call you back, and its ok because you can let ****** know about the believe me policy, and you will be ok. We even have a recorded conversation with a member of your *** team, named ********* (on January 13th at 10:39am), guaranteeing that we have been insured with ****** since January 1st, 2023, but that connectforhealthco.com were still having technical problems and had a backlog of over 200 escalated tickets with IT and various other departments. As of January 20th, 2023, our connectforhealthcolorado account still does not show any health insurance plan, ****** continues to tell us that we have no health coverage with them, and we have not received an invoice for any premiums to prove we are insured with ******. During the past 18 months, my husband and I have both had serious health issues requiring visits to hospitals, doctors, specialists, and resulting in numerous medications, and we are absolutely beside ourselves with worry that if anything happens to any of us, we will have no health coverage and will lose everything trying to pay our hospital bills because connectforhealthco.com failed to insure us with ******. Below is a list of calls I have made to connectforhealthco.com and ******, since December 13th, 2022. Despite all of my attempts to get my health coverage resolved with connectforhealthco.com, I have never received a single call back from anyone, and we are still not insured.Call log: December 13, 2022 Spoke with **** @ Connect for Health who gave us: account **********, exchange # **********, and ********* #******-001877 December 14, 2022 Spoke with ***************** @ Connect for Health, who gave us: account ***********, application #*********, and ********* #******-000983 December 20, 2022 Spoke with ****** @ Connect for Health who gave us: ********* #******-001749 December 27, 2022 Spoke with ****** @ Connect for Health: December 27, 2022 Spoke with ***** @ Connect for Health who gave us: ********* # ******-002361 December 29, 2022 Spoke with *************************** @ Connect for Health - transferred me to ******: ********* #******-001375 December 29, 2022 Called ****** spoke with ****** who gave us: ********* #I312582141 January 9 2023 10 am Spoke with **** @ Connect for Health who gave us: ********* #******-000735, and Ticket # ******-001177 January 12, 2023 Called ****** and spoke with **** to confirm our insurance. **** stated we did not have insurance with ****** January 12, 2023 Spoke with ****** @ Connect for Health - Transferred to Supervisor ********************* who advised me that he could not help me, and that the *** team needed to fix our issue and he had no way of reaching them as the different departments of Connect for Health did not communicate, I needed to call the main number and enter different options than what I had been entering for the past month. January 12, 2023 Spoke with ****** and Lead ********* @ *** Connect for Health - ****** advised me that none of the above tickets had ever gone through to ***. She advised me that she would work with her lead ********* to get our account fixed. January 13, 2023 10 am Spoke with ****** at Connect for Health who transferred me to her manager ********* (not sure if he is the lead or Manager)********* #******-000490 Master ticket #******-001177 We waited a week, no return call January 20, 2023 11 am Spoke with **** @ Connect for Health reference #******-001177 When people apply for health coverage through your department, it is because they need help, and no one should have to go through what we have been put through by your department these past five weeks.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have had insurance with Friday Health Care through Connect for Health Colorado since 2020 which has auto-renewed for the past 2 years. We received a letter from Friday Health Care at the end of '22 saying that we would be automatically enrolled - there was nothing we needed to do. However, we realized in Jan. '23 that we were no longer insured. Connect for Health Colorado DID NOT send the paperwork needed to auto-enroll us with Friday Health Care. Through no fault of our own, we are uninsured, and I've had to skip my bi-monthly infusion for an autoimmune issue, and my daughter has missed kidney monitoring that she needs. We have called no less than 10 times trying to get this issue resolved, and we're getting the run-around. After typically waiting on hold for 30+ minutes, each person answering the phone says they'll make note that we need high priority for a medical necessity, and that a supervisor will call us back. We're unable to talk to anyone to get this resolved, and I would NOT recommend using Connect for Health Colorado. Their D+ rating is likely too high.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On November 1, 2022 I completed the application and was approved through Connect for Health Colorado for health insurance coverage with Cigna. I have the same coverage with ***** for several years and it was the same plan coverage. As of today, January 3, 2023, ***** still does not have my information from Connect for Health Colorado. I have made numerous phone calls and chats to both Connect for Health Colorado and Cigna to get this resolved. Connect for Health Colorado stated that this issue was not my fault; however, I do not currently have health insurance in place which is a huge issue. They continue to say they are working on it with Cigna, but there is still no resolution. Connect for Health refuses to let me speak to a supervisor and numerous requests for a supervisor to call me have not happened. I have asked a number of times and they said they would call me. But they did not. They continue to tell me there is no time frame and that I cannot rush the ticket unless I had a medical emergency. I consider this unacceptable. Further, if I have a medical problem, I have to pay out of pocket which would be a financial hardship. I have documentation for the numerous calls I have made to Connect for Health Colorado.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 1, 2022, the first day of the connect for health colorado open enrollment, I spoke with a connect for health first line worker and asked for assistance to remove me from coverage effective Jan 1, 2023 and leave my wife on the account. I informed her I am transitioning to ******** effective Jan 1, 2023 but my wife needs to remain on the account so we can select coverage for her for 2023. The guidance I received from the agent ended up cancelling me from the 2022 account effective the end of Nov 2022. I need to keep the current insurance I have until December 31st of 2022. I have spoken with numerous employees (at least 8; on Nov 1, Nov 2, Nov 7 and Nov 10). Supervisor **************** submitted a ticket to the 'back office' on Nov 2 and assured me the problem would be fixed by Nov 7 - it wasn't. I called on Nov 7 and the worker said her supervisor ******** would call me within 48 hours - she never called me. I sent an email to executivedirector@connectforhealthcoI asking for assistance and he never contacted me. I called again on Nov 10 and the worker said there was no supervisor available and he basically screwed my account up yet again. I need my 2022 account returned to the condition it was in prior to November 1, 2022 so that we can then go in and select a health insurance plan for my wife for 2023 before the current open enrollment period ends. This issue could have easily been fixed on November 1st if there had been a superuser available in their IT department who, with a few keystrokes, could have quickly and easily corrected the errors! At this point, I can see why Connect for Health Colorado has a D rating with the ******, Colorado Better Business Bureau.

  Customer response

  11/15/2022

  Hello,
  
  Can you please close complaint# ******** that I submitted to the BBB on November 10, 2022?  Late on November 10, 2022, I was contacted by *******************************, an IT superuser with Connect for Health Colorado.  We were able to connect on November 11, 2022 and, to my great satisfaction, she was able to completely resolve my issues that day.  ****** indicated that the executive director gave her my contact information based on the email I sent him on November 7, 2022. I sent him a response email on November 12, 2022, thanking him for forwarding my case information to *************
  
  Thanks very much,
  ***************************
  ************
  

  
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have signed for *************** on https://connectforhealthco.com/.Turns out that ***** has ONLY 2 DOCTORS that fall under my plan and ONE STILL doesn't accept ***** and another one booked for another 6 months.What did Connectforhealth say when I called? Oh, sorry enrollment period is closed and we can't change or reimburse you for your troubles. Basically they DO NOT CARE that you can't receive a qualified medical help even though you PAY FOR INSURANCE.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Please do not use this service for your insurance needs! You will undoubtedly get ripped off! Do not buy insurance from these people!!!!!!!!!!!!!!!!!!!! Please go to insurance company directly. I learned the hard way and it cost me a ton of money. Im not sure why Colorado endorses this! It pure robbery.

*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. ↩