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:04/25/2025

  Type:Billing 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 called a number under *************** to sign up for Aetna PPO after a week or so I received letters and a card from thisinnovative partners for a multi plan card. There was no mention of Aetna anywhere. then they started billing me monthly. after reviewing online, it seems that they are a YUGE problem. They have a PO Box in **********, *******, as well as one in *********. Even ***************** when I called to freeze the charges, were aware of them as being scammers.

  Business Response

  Date: 04/28/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  

  At Innovative Partners, we take all concerns and complaints seriously, and we value every opportunity to improve the experience of our Partners. Please note that Innovative Partners does not market or sell insurance or health plans. 
  

  While it is regrettable to hear that the Partners experience was not as expected, our goal is always to resolve issues as quickly and fairly as possible, and were committed to working with you directly to make things right.
  

  For the fastest assistance, we encourage you to contact our **************** team at **************, Monday through Friday from 10:00 AM to 6:00 PM EST. You can also reach us by email at ********************************************************* One of our representatives will be happy to review your file, clarify any details, and work toward a resolution that aligns with your expectations.
  

  We appreciate your patience and the opportunity to address your concerns.
  

  Best regards,
  Innovative Partners LP
  

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23250348
  
  I am rejecting this response because: 

   This is outrageous.  
  
  

  You stated Innovative Partners does not market or sell insurance or health plans. 
  

  That is just a statement with no evidence.  If there is any truth to that, that means you work with another shell company that does the dirty work   Meanwhile, i DIGGED THROUGH the trash to find your letter, which Ive attached, it welcomes me to you HEALTH PLAN  Ive also included an email from Innovative Partners at the same 866 949 phone number which confirms cancellation of said HEALTH PLAN   

  Interestingly enough, when i called ***************** whos office is near you in **********, **, the concierge gentleman was AWARE of this scam! 

  
  Sincerely,
  
  *** ********, MD

  Treasurer, Medical Executive Committee

   **********************************

  Business Response

  Date: 04/29/2025

  Dear Valued Partner,
  

  Thank you for bringing your concerns to our attention and for letting us know that you felt that your expectations were not fully met. Our team takes feedback seriously and has implemented several internal changes to improve our overall *************** experience.
  

  Please note that we have made multiple documented attempts to contact you in order to address and resolve your concerns. Unfortunately, we are unable to assist without active communication and participation from you.
  

  We remain committed to working toward a resolution should you wish to engage with our ***************s team. Your continued cooperation is essential for us to resolve your concerns and our team hopes that you will reach out to our ***************s Team.

  Sincerely,
  

  ***************s
  

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23250348
  
  I am rejecting this response because:

   

  first of all, I am a real person answering these complaints in real time.
  But it appears that innovative partners is using a ChatGPT model to answer the questions.

   

  This is a waste of my time as well as everyone else involved. This is a fragrantly fraudulent business that has many reviews online which support that statement.
  

  There has been no attempt by this company to reach me. The exact opposite has been true actually Ive had to make multiple phone calls to finally get through to a real person and Ive spent much time on hold.

  I recommend the BBB does what it needs to do with citing this company in violation and giving it a low score as well as bringing awareness to other customers in the marketplace of the dangers of this company.

  If innovative partners attempts another correspondence, I recommend that they give evidence of a real person involved in this communication. 
  

  human,

  
  *** ********, MD

• Initial Complaint

  Date:03/27/2025

  Type:Order 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.

  We were scammed by this company. My wife the policyholder Lyric ******** was told several lies and several things were omitted when they signed us up for this:1. We were told that it included vision and dental. When I requested a copy of what exactly is covered it explicitly says that vision and dental are not included 2. We were told that the only things excluded from this limited plan were "rare" procedures like a hysterectomy. They actually cover barely any procedures. I need to get a sleep study done, something fairly common and it's not covered. 3. We were not informed that this plan is not ACA compliant - we were even told that it would be no problem for us to cancel our **** full coverage immediately after signing up with them. The only reason we didn't cancel sooner is that we thought we were getting the coverage we were told we would be getting and we thought we had to keep it to be *** compliant until open enrollment. Scammed out of $441/month since June along with a huge initial payment to them. .

  Business Response

  Date: 04/23/2025

  
  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation may have caused.
  
  At Innovative Partners, we take all concerns and complaints seriously, and we value every opportunity to improve the experience of our partners. Our goal is always to resolve issues as quickly and fairly as possible, and were committed to working with you directly to make things right.
  
  For the fastest assistance, we encourage you to contact our **************** team at **************, Monday through Friday from 10:00 AM to 6:00 PM EST. You can also reach us by email at **********************************************************************************. One of our representatives will be happy to review your file, clarify any details, and work toward a resolution that aligns with your expectations.
  
  We appreciate your patience and the opportunity to address your concerns.
  
  Best regards,
  Innovative Partners LP

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23126636
  
  I am rejecting this response because: I have called the business and they refused any help due to being outside the 30 day ***** ******* However, we were lied to by the company during that ***** period which is why we didnt cancel during that time. The companys policy seems to be to do nothing no matter the circumstances if you are outside the 30 day ******* 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 04/29/2025

  Dear Valued Partner,
  
  Thank you for bringing your concerns to our attention and for letting us know that you experienced longer-than-expected wait times or felt that your expectations were not fully met. Our team takes feedback seriously and has implemented several internal changes to improve our overall *************** experience.
  
  Please note that we have made multiple documented attempts to contact you in order to address and resolve your concerns. Unfortunately, we are unable to assist without active communication and participation from you.
  
  We remain committed to working toward a resolution should you wish to engage with our ***************s team. Your continued cooperation is essential for us to resolve your concerns and our team hopes that you will reach out to our ***************s Team.
  
  Sincerely,
  ***************s

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23126636
  
  I am rejecting this response because: we have received your calls and they are NOT attempts to resolve this. They are attempts to collect MORE money from us. We have told the representatives the reality of the situation and they tell us they cant do anything. This response is another example of how manipulative and unethical this company is. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  When signing up for **************** I received a cold call on the same day from this entity, which when I asked if they were Fidelis calling back pretended to be Fidelis/NY State of Health. I said I wanted to that I was properly signed up on the NY State of Health website. The representative lied, claimed to be from **************** and said that I had to give him a credit card to make a one-time payment of $272 due to having a small amount of savings in my account. I provided my credit card. The company then charged me $272 monthly until my cc bank discovered it and flagged it as fraud. Their website seems to offer/discuss only generic information and not real services. They are now hounding via various text, email and phone calls for money despite blocking numbers. When I try to cancel they say the person isn't there to do so. They clearly exist to prey on people who are not in a condition to vet fraud due to illness or age.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Subject: ******************************************* Coverage Dispute Marpai Health / Multiplan/Innovative Partners Dear *********** am filing a formal complaint against Marpai Health/Multiplan/Innovative Partners regarding multiple claim processing issues and failures to honor my health plan's benefits. My family purchased this plan through the California state marketplace in 2024, paying $840/month for five individuals. Our plan outlined fixed copays for various medical services, yet we have faced repeated billing discrepancies and claim mismanagement.Claim Issues:June 28, 2024 Well Child Check-Up: Charged $963 despite a $25 copay. Multiple claim numbers assigned; provider has not received updated EOB.August 6, 2024 Follow-Up Visit: ****** has not paid anything; four different claim numbers assigned.September 1, 2024 *********** Visit: Paid $339.50 out-of-pocket despite in-network coverage. Claim has been resubmitted multiple times with no response.August 6, 2024 ER Visit: Initially confirmed in-network, but later billed $11,139.75 instead of a $25 copay. Multiple claim numbers issued, unclear whether the claim was paid.Mental Health Support Failure:Despite mental health being a covered benefit, the in-network provider list given to me included disconnected numbers and providers no longer in-network, making it impossible to secure care for my daughters panic attacks.I request an investigation to ensure my insurance provider upholds the plan's terms.Sincerely,********* *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for a health insurance plan that I was told would cover my medication. The next day, I found out that it did not cover the medication. I specifically told the agent what medication and dosage I called. Ack on 2/25/25 and requested a refund from the previous day and to cancel the policy. They said they would do that and the refund would take 7-10 days. Now it is 3/24/25 and they tried to debit my bank account for another payment. I never received the refund and when I called and asked for a manager and tried to explain, she hung up on me.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up to geta prescription filled and after paying the initial $355 to get the medicine, I thought I was done with this as it was to be a one time charge and I never signed up for a subscription which is $230.13 a month.I called the phone number today and after finally reaching a person, they could not find anything in their records for me, even after I gave my name, phone number and email address as well as the last 4 of my credit card, I was told to email the charges from my credit card company to this email address: [email protected] are the charges that we were charged for this Healthplan. I spoke to ******** and he told me to send this to this email. We did not sign up for a recurring subscription although we were charged for it since October of ************* Bank Delaware Account Number: XXXXXXXXXXX Account Balance as of March 18 2025: Transaction Date Description Amount 3/12/2025 INNOVATIVE HEALTH PLAN -****** 2/**/2025 ********************** HEALTH PLAN -****** 1/**/2025 ********************** HEALTH PLAN ******* 12/**/2024 INNOVATIVE HEALTH PLAN ******* 11/**/2024 ********************** HEALTH PLAN ******* 10/**/2024 ********************** HEALTH PLAN -****** 9/**/2024 ********************** HEALTH PLAN -****** 8/**/2024 ********************** HEALTH PLAN -****** 7/**/2024 ********************** HEALTH PLAN -****** 6/**/2024 ********************** HEALTH PLAN -****** 5/**/2024 ********************** HEALTH PLAN -****** 4/**/2024 ********************** HEALTH PLAN -****** 3/**/2024 ********************** HEALTH PLAN -****** 2/**/2024 ********************** HEALTH PLAN -****** 1/**/2024 ********************** HEALTH PLAN ******* 12/**/2023 ********************** HEALTH PLAN ******* 11/**/2023 ********************** HEALTH PLAN ******* 10/**/2023 ********************************************* LP -******

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 filled out a form to get a free health quote and was given a call and told the company was innovative health partners and that they were partnered with ********************, etc., etc. and was seeking to get a better health insurance plan. I wasinformed that the plan was a PPO full coverage zero dollar deductible and listed the co-pays so to my knowledge that meant I had full coverage to find out. It is a complete scam and I am not covered, barely at all. I feel completely misled and lied to and scammed out of almost $400 for a health coverage plan that if even is legit doesnt even cover basic needs.This company is ******** and when I called back, I was told no you have the best plan possible the Internet is lying to you! I had someone independently look at it and it is a horrible healthcare plan and not full coverage which is what I needed and they had me go ahead and cancel my normal health insurance which actually covered me all to save a few bucks. I feel violated.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up with this company on Nov 5 through one of their insurance brokers and I was told that it was a limited policy plan but that it covered doctors visits and prescriptions and therapy visits. First off, the plan doesn't "cover prescriptions", they provide you with a copy of a SingleCare RX card, ***which you don't need to be a part of an insurance plan to use***. I was paying $213.97 a month in premiums for this plan, but then I got an explanation of benefits from the company saying they denied $1,260 of medical bills from therapy. So, I closely reviewed my plan and saw that they would only cover (4) total physician visits (PCP or Specialist) per year, at a maximum coverage amount of $150 per visit & (1) ER or urgent care visit per year, at a maximum coverage amount of $****** annual premium alone comes out to $2,564.64 , which is more than this plan would ever cover. I would save money ***by not having this healthcare plan at all***. This company has deceptive business practices and makes it extremely difficult to cancel your plan. There is no option to cancel online, change or remove your payment method online, and it is difficult getting them on the phone. The first time I tried to cancel by phone, the representative laughed at me and hung up. I was finally able to cancel over the phone (March 6) and I asked for a refund for the charge on March 5 and to have my service canceled immediately, or pro-rated for the single day of coverage (March 6). I was told that wasn't possible, but that I would still have service until April 5. Today, (March 7), I was trying to access my membership portal to obtain the membership benefit information for documentation purposes, only to find that my membership portal had already been deactivated & I was unable to obtain my account information, billing history, and healthcare plan from the membership portal.This company has not covered a SINGLE medical expense I have incurred, & I would like a refund of my full premium.

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Fraudulent company posing as a health insurance provider. I was with them for 6 months, charged me nearly $300 a month for insurance, plus a $50 fee to sign on.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Innovative Partners is a scam, not an insurance company. I only paid for their "insurance" for 2 months and submitted 5 charges to them. 8-9 months later, I received notice from each doctor that Innovative Partners was denying all claims. How can the BBB allow a company like this to continue. I don't understand how the US government allows known scams to stay in business. This company is a scam and the owners/executives belong in jail. In the end, I won't be paying the medical bills that they denied so its my credit and the doctors that pay for Innovative Partners scam. Whatever you do, don't give this company a dime.