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Business Profile

Insurance Companies

Freedom Health

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Freedom Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 6 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:03/06/2025

      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.
      I have a plan with Freedom that entitles me to $200 month for groceries. In January, I attempted to use this benefit for the purchase of food items directly through Freedom. The agent failed to release my order, so I never got the $200 worth of food that I am entitled to. My mother and I have been attempting to resolve this without any success. We keep getting the run-a-around. We talked to an agent at Nation's Benefit who can see the error and confirmed that the $200 worth of goods was never released. Nations cannot provide a refund until and unless Freedom gives them the OK. Freedom has refused to do this despite the fact that it is their error that caused me to lose my $200 benefit for January. I would like a refund of the $200 benefit that is owed to me as I was not able to use my January benefit due to Freedom's error.

      Business Response

      Date: 03/27/2025

      Per Nations Benefits, in review of the 1/30/25 call the complainant's mother called to request a replacement call then later in the day called to cancel the replacement request. During this call, the caller was educated on how to place the order themselves so that the member would not lose their benefits. There was no order found for January and Nations was unable to rollover the benefit. Nations has advised that if the member can provide a copy of any out-of-pocket payment for utilities made in January to the ************************************************************ e-mail, they could be forwarded to Nations for review of potential reimbursement up to the amount of the missed benefit. 

    • Initial Complaint

      Date:02/07/2025

      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.
      This Company Freedom health. failed to deliver some products that I could only order over the phone. I was promised the products in 15 Business days; however, they never even sent the products. They gave all kinds of crazy excuses but never sent my order. I paid 25 dollars for something I never got. They took my money and delivered nothing. I want my money back or the products I ordered, speaking to them is a complete waste of time. I called them many times all I get is nonsense. I need help to get my products or money back.

      Business Response

      Date: 02/18/2025

      Due to the recent change in over-the-counter vendors, some previously placed orders are currently on back-order for shipping. The health plan will review the status of the complainant's order and submit a request to expedite. 

    • Initial Complaint

      Date:12/06/2024

      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.
      My Freedom Health ******** plan is supposed to pay $150.00 a month to my Social security to cover part of my part B premium. For the last two months I have not received any of these payments. I have tried numerous times to get Freedom to fix this problem with no help being provided. **************** can't help; They just put a service ticket in for there ************************ to get back to me. There ************************ has no contact phone number. and the one time any one from that department contacted me they were of no help. I need my $300.00 that is owed to me.

      Business Response

      Date: 12/16/2024

      The health plan has made outreach attempts to speak with the complainant regarding the $150 Part B premium reduction benefit not applying towards his account. Upon confirmation with Social Security that the benefit is no longer reflecting, the health plan will initiate a PETS investigation through the **** Help Desk for research and resolution. 

      Customer Answer

      Date: 12/17/2024

       
      Complaint: 22642494

      I am rejecting this response because:
      Freedom Health seems to be playing games with me on this issue. They call me at inconvenient times and leave a callback extension that nobody answers. They need to rework their customer service department,  and actually give them the power to serve the customer. The only response I will accept is receiving my money. Make it happen and I will resolve this complaint.
      Sincerely,

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

      Business Response

      Date: 02/01/2025

      Due to the complaint advising that he has been unable to speak with the health plan, if a specified call time is preferred for the plan to place outreach in an attempt to contact Social Security to inquire on the reduction benefit, we will ensure the contact call is made during that period in an attempt to resolve. 

      Customer Answer

      Date: 02/04/2025

       
      Complaint: 22642494

      I am rejecting this response because:
      The business has resolved the issue with Social Security and my money has been repaid. I am still not happy with the way this company does business and do not recommend anyone use this company. I should bring a lawsuit against them.
      Sincerely,

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

    • Initial Complaint

      Date:10/02/2024

      Type:Sales and Advertising 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.
      Broker tells you false information saying that youll only pay so much and turns out the amount they tell you is all the amount they cover, false information given

      Business Response

      Date: 10/14/2024

      The health plan has reviewed the complaint and could not locate any application or active/termed plan for the complainant as the plan is not available within the complainant's service area as coverage is only available within the state of Florida. 

    • Initial Complaint

      Date:09/16/2024

      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.
      Not enough time to search for new healthcare plan. Gave me less than 30 days, possibly causing me harm to my healthcare. I'm older and have much trouble getting around.

      Business Response

      Date: 09/26/2024

      All enrollees into a special needs plan are provided 60 days from the enrollment effective date to have their chronic care special needs verification form verified by a physician confirming their condition to prevent involuntary disenrollment. If no chronic condition is verified, the enrollees are provided with the option to select a different plan before the pending disenrollment date. As of the present date, the health plan has not received the complainant's SNP verification form.

      Customer Answer

      Date: 09/28/2024

       
      Complaint: 22280068

      I am rejecting this response because: I was given less than 60 days to respond

      Sincerely, I was given less than 60 days to respond, and in my case, having to verify my medical through the VA, and needing permission for optimum to go into my records could take more than 60 days. Optimum made no attempt to inform me they needed permission to go into my VA records. I never attempted to send in their form as I gave up knowing I couldn't produce the records in time. I have since dropped Optimum and have gotten regular Medicare, no hard feelings. I just want people to know, or I feel they used the chronic, pay for your part C as a hook, and then later disqualifying you from their plan.

      Keith Canale

    • Initial Complaint

      Date:06/13/2024

      Type:Customer Service 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.
      Trying to receive the dental care I have got.Have been unable to get any answers ***** time I have called.

      Business Response

      Date: 06/27/2024

      The health plan has contacted the complainant in response to the issue as well as the dental vendor. After review of the call history, Liberty Dental has agreed to process the services under pre-estimate ********** including extractions for teeth ***** and the bridge for teeth 23-26. 

    • Initial Complaint

      Date:02/21/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February 5, 2024, I initially called Freedom Health for a "new" ID card (because I am changing doctors). Now, February 19,2024, I called again for a "new" card. They told me it would be another 15 days before I receive the "new" card. I HAVE TO HAVE THAT NEW CARD SO MY "NEW" DOCTOR CAN SEE THAT I'M ASSIGNED TO HIM (AS A PATIENT). My former doctor is no longer with **************************** in **********, *******. I HAVE SERIOUS HEALTH PROBLEMS, INCLUDING A HEART PROBLEM AND SERIOUS BLOOD PRESSURE PROBLEM . I NEED THAT MEDICAL ID CARD !!!!

      Business Response

      Date: 02/28/2024

      Following the primary care physician change completed on 02/12/24, the health plan mailed the updated ID card on 02/15/24 which takes ***** days to arrive. A second ID card request was submitted on 02/19/24 as an expedited request and mailed to the member on 02/21/24. The plan has placed outreach to the member and confirmed that he has received the updated ID card for his new primary care physician. 

      Customer Answer

      Date: 03/06/2024

       
      Better Business Bureau:

       

      I recently submitted a complaint about Freedom Health Insurance.   This complaint has been resolved.  Im not sure if you update my complaint or delete it.

      My ID :  ********

      Thanks,

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

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

       

    • Initial Complaint

      Date:02/12/2024

      Type:Customer Service 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.
      My agent *********************** has been terrible. Wont return phone calls or text. Submitted my application wrong and the freedom life insurance company is terrible customer service! They charge your account every month but care less to provide service for the money they take. Waiting over a week to get answers on my application. Had insurance cancelled because no one calls back or provides information on my doctors and many doctors say they wont take it cant find the plan. Very shady may need a full refund since ai got no access to medical care or insurance for over a year! Have my agent *** and his manager call me ****

      Business Response

      Date: 02/16/2024

      Upon review, the customer has never been enrolled under the Freedom Health ******** Advantage plan. There were no current active accounts found or applications previously received for enrollment with our health plan. Per the complaint details, the customer's issue is with ********************** ************** Company. 

    • Initial Complaint

      Date:05/30/2023

      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.
      Large hole in my tooth. Should have been pulled months ago but insurance company keeps making mistakes

      Business Response

      Date: 06/09/2023

      In response to the complaint, we contacted our dental vendor regarding the issue. The plan's dental vendor has made several unsuccessful attempts to speak with the complainant via phone, but no contact was made, and voice messages were left. The health plan will review the calls to the plan to determine if there were any missed plan opportunities. If there are any missed opportunities identified coaching/training will be provided to the representatives. 

    • Initial Complaint

      Date:11/01/2022

      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.
      Freedom Health has failed to make a payment on a legitimate claim by Sarasota ********************** ambulance service provided to my father, ********************* on 01/28/2022.They had made a payment for the previous service by this same provider, that occured on 01/19/2022.My father passed away on 02/01/2022. Freedom Health has CLOSED the account without resolving the issue. Two phone calls to their customer service (on 10/10/2022 and 10/31/2022) ended with a half-an-hour hold and being disconnected!We are willing to pay our share of the ambulance service cost (based on previous explanation of benefits, it's $150.00, but not Freedom Health's portion.My father's ******* ID# with ******************** is P00096940.Invoice from Sarasota ********************** #DSCFD20075. Incident #F22005077.Due to non-payment by Freedom Health this item is now in collections.

      Business Response

      Date: 11/02/2022

      Our records indicate the claim thats in question was denied due to hospice election. The claim should have been submitted to ******** for the date of service. When the claim was denied, a notice was sent to the provider advising of this information.  On 11/2/2022 at 1:35 pm, the health plan contacted the providers billing department at ************ regarding the issue. The plan explained why the claim was denied and requested the provider submit the claim to ********. The provider informed the plan a request would be submitted to remove the balance from collections, and the claim would be submitted   to ********.The health plan recommends the complainant should follow up with the provider regarding the request.  Regarding the phone calls to the plan, the health plan will review the calls to determine if there were any missed opportunities.   If there were any missed plan opportunities identified coaching/training will be provided to the representatives.

    Freedom Health is NOT a BBB Accredited Business.

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