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:03/18/2025

  Type:Service or Repair 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.

  Subject: Complaint: Marpai Health/Multiplan Insurance Claim Disputes I'm filing a complaint against Marpai Health/Multiplan regarding multiple insurance claim disputes. We enrolled through California's marketplace in 2024 after my husband's unemployment, paying $840 monthly for our family of five.Our plan benefits included:PCP/Urgent Care/ER visits: $25 co-pay **************** $0 co-pay Medical and dental coverage Issues encountered:6/28/2024: Daughter's Well Child Check-Up ($2,090)Marpai paid $1,127; $963 balance remains unpaid Claim reassigned multiple numbers (224-0000368030-00, 224-0000685230-00, 224-0000660490-00) Stanford Billing received no updated EOB; we still owe $963 despite $25 copay coverage 8/6/2024: Daughter's Follow-Up Visit ($2,067)No payment from Marpai to date Four different claim numbers assigned for one visit No resolution after multiple inquiries 9/1/2024: ***************** Visit ($679)Paid $339.50 upfront (50% self-pay discount)Marpai confirmed provider was in-network (should only *** copay)Provider submitted claim twice As of 2/20/2025: No claim ID or EOB received 8/6/2024: ER Visit for Daughter Confirmed ****************** was in-network Received $829.84 bill on 8/20/2024 Hospital resubmitted claim after Marpai denied receiving it On 1/6/2025: Received EOB stating we owed $11,139.75 Marpai stated no claim existed despite EOB with three different claim numbers Current status unclear Mental Health Support Failure Marpai provided packet of in-network providers for daughter's mental health issues.None were actual working professionals (disconnected numbers, no longer in-network)Unable to secure covered mental health care I request assistance in investigating these issues and ensuring Marpai honors our plan terms.

  Business Response

  Date: 03/21/2025

  Good Morning, 

  
  Marpai Administrators provides claim processing and administrative services only to ******************** and does not collect premiums or handle calls from its members. This compliant should be moved to *********************** for resolution. 

  
  Warm Regards, 
  ******* *********

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23077532
  
  I am rejecting this response because: Marpai Health is the listed entity for claims submission on our health insurance card (both electronic submission or submission via mail). This is an issue involving payment for submitted claims and providing an explanation for why the claims are not being paid according to the Member Out of Pocket guidelines.

  As Marpai is responsible for processing the claims, they are a responsible party in the resolution of this issue. This question is directly related to Marpai's responsibility. 

  We will also submit an additional complaint through BBB for ******************** 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 03/25/2025

  Thank you for your response. We appreciate the opportunity to clarify our role in the claims process further.

  Marpai Health is a third-party administrator (***) contracted to process claims on behalf of your health plan. Our responsibility is strictly limited to receiving, processing, and distributing claims based on the instructions and funding provided by the plan sponsor or your employer.

  While Marpai Health is listed on your health insurance card as the entity for claims submission, it is important to note that we do not have the authority to determine the eligibility or adjudication of claims for payment. These decisions are made solely by your plan sponsor in accordance with their plan documents, which outline the specific coverage, guidelines, and member cost-sharing requirements (e.g., deductibles, coinsurance, and out-of-pocket limits).

  If there are concerns regarding why certain claims were not paid as expected or how Member Out of Pocket guidelines are being applied, we recommend addressing these concerns directly with your plan sponsor or their customer service team, as they are best positioned to provide further clarification. We are unable to provide additional explanations beyond those provided in the claims processing details already shared.

  Lastly, regarding your mention of filing a complaint through BBB, please be assured that we will cooperate fully and provide the necessary information to address the matter transparently. However, we want to reiterate that our role is limited to claims processing, and we are committed to fulfilling this responsibility accurately and promptly.

  We hope this explanation provides clarity, but if you have additional questions regarding the claims process itself, we encourage you to reach out to the designated customer service team provided by your plan sponsor.

  Thank you for your understanding.

• Initial Complaint

  Date:02/06/2025

  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.

  I applied to innovative health (marpai health) 7/17/24 and paid $351.24 to start and $301.24 the rest of the time to 12/4/24 they did not pay any of my bills, and when I called to get them resolved they said they approved it then filed it under a claim as mental health pregnancy or other (which they dont cover, found that out 2/6/25) didnt get told til a week ago by mail form the clinic that they were denied. the claims were normal check *** and marked as such by the clinic witch they should have covered I have paid the amount i owe their they are trying to get me to pay $1647.73 for all my visits and i paid them $1,556.20 total. I'm paying double the amount because of them. I have even tried to disputing the charges and cant move forward til they agree with me for the refund, when I tried to call them to speak about it they refused to send to me a supervisor when asked to several times and got hung up on 2 mins into talking to the supervisor.

  Business Response

  Date: 02/06/2025

  Good Morning, 

  Marpai Administrators provides claim processing and administrative services to ******************* and does not collect premiums or handle calls from its members. This compliant should be moved to *********************** for resolution. 
  
  Warm Regards, 
  ******* *********

• Initial Complaint

  Date:02/03/2025

  Type:Product 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.

  Date 11/19/24 they talked me into buying ***** insurance in the amount ****** and I tried to cancel it and get my money back and they just hung up on me

  Business Response

  Date: 02/04/2025

  Good Morning, 

  Marpai Administrators provides claim processing and administrative services to ******************* and does not collect premiums from its members. This compliant should be moved to *********************** for resolution. 
  
  Warm Regards, 
  ******* *********

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service 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.

  This is my secondary insurance. Began eligibility 08/09/24. Providers have difficulty proving my eligibility and receiving payment for claims. I have had terrible customer service experiences in trying to remedy this and have been hung up on or put on forever holds multiple times.

  Business Response

  Date: 01/31/2025

  Good Afternoon, 

  Marpai Administrators provides claim processing and administrative services to ******************* and does not collect premiums or handle calls from its members. This compliant should be moved to *********************** for resolution. 
  
  Warm Regards, 
  ******* *********

  
  

• Initial Complaint

  Date:01/24/2025

  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.

  I signed up for health insurance with this company. I were told when I was buying the plan that it covered office visits,lab,X-ray ER,and prescriptions. Thats why I ordered the plan. Ive called and requested two times on top of being told when I ordered this plan that a booklet on benefits would be sent to me so I would have an understanding of my benefits none was received. I received a denial letter for my annual check which I was told was completely covered as it was my annual check and the lab work. Spoke to a representative and she said I had used my two office visits a year so this was denied. This is the first and only visits Ive made to any doctor and was told my plan doesnt cover lab. She also stated the plan I have ONLY covers two visits to my primary ** a year and thats it no lab,X-rays,other **s,ER. So according to the representative Im paying 240. A month a total of ***** was paid to cover two primary care drs visits a year, which is NOT what I was told I was purchasing. I need my insurance to cover all of those things I was told I would get with this plan I purchased. Ive tried to look at my plan on their website and I cant get into anything other than picking a primary doctor. Ive cancelled this plan and feel Ive been lied to and robbed.

  Business Response

  Date: 01/31/2025

  Good Afternoon, 

  Marpai Administrators provides claim processing and administrative services to ******************* and does not collect premiums from its members. This compliant should be moved to *********************** for resolution. 

  
  Warm Regards, 
  ******* *********

• Initial Complaint

  Date:12/11/2024

  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.

  I lost my ****************** when I started receiving Social Security. I enrolled in Innovative Healthcare 3-22-2024 and paid $312.89 to enroll and I paid $262.89 monthly till 7-22-24. They have not paid nothing on any of my bills. I want all the money I paid back.

  Business Response

  Date: 01/03/2025

  Good Morning, 

  Marpai Administrators provides claim processing and administrative services to ******************* and does not collect premiums from its members. This compliant should be moved to *********************** for resolution. 

  Warm Regards, 

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

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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 signed up for Coverage with ******************* (Marpai Health) in July/2023. They have not paid the medical bills sent to them by my various providers. I received **************** services from ******* Orthopedics. Coverage was confirmed by me over the phone, and the Ventura Orthopedics also over the phone. After having received services for a couple of months Marpai Health said physical therapy was not covered. Again, the coverage was confirmed over the phone by me, and the orthopedic office personnel. Now refusing pay $3120 balance. I saw my primary care physician on 2/28/24 for a yearly physical. That visit has not been paid for. I had a blood draw through Quest Diagnostics on 3/13/24. They have not paid the $1774.18 balance. I have paid my monthly premium every month on 20th of the month.

  Business Response

  Date: 11/25/2024

  Thank you for bringing this matter to our attention. We take member feedback very seriously and are committed to resolving any issues that arise.

  In order to fully understand the details of your concern and thoroughly review the situation, we kindly ask for some additional time.

  We will carefully investigate the matter and work toward a satisfactory resolution. Please allow us additional time to gather all relevant information and provide you with a comprehensive response.
  We appreciate your patience and understanding as we work to address your concerns.

• Initial Complaint

  Date:10/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The customer service we have received from our insurance company has been abysmal in regards to their inability to process a few specific claims for our daughter, ********* ********.Our daughter has received oral motor therapy 6 times lasting approximately 15 minutes during her regular 30 minute speech therapy time. Our speech therapist reports that the code (*****) is what she uses for oral-motor therapy. She codes this in addition to her speech therapy ******* husband and I assumed that since the oral motor therapy is done during her speech therapy session it would be fully covered by insurance as we are well within our limit of visits for the year for her and we are using an in-network provider. We were surprised when we started getting bills for ********** addition to the discrepancy how Marpai is attempting to process the claims there is also a significant level of inefficiency on Marpais end since June in regards to processing theee claims.After many phone calls and lots of frustration we discovered that Marpai is interpreting the code our therapist submits as oral motor therapy as a diagnostic service and is a charge of $60 each visit. Oral motor therapy is not a diagnostic service or test, it is a therapy. Our speech therapist told us she has never had this issue before with utilizing this code for oral-motor therapy with other *********** first we called Marpai seeking clarification for the difference in what was being coded and billed. Again, we were told that the claim would be sent to be reprocessed. We have given an ample amount of time for the claim to be resubmitted for processing and every time we follow up, we are directed to follow up at a later interval of ******* much time had passed without a finalized claim status, our bill was going to be sent to collection we went ahead and settled our bill with Ivy Rehab; however, we are not settled with the service and response we have received from Marpai.

  Business Response

  Date: 10/24/2024

  Hello, 

  I have been in contact with the complainant and we are working to resolve the issue. The issue has been corrected and we will be remitting a refund to the provider who collected the payment from the complainant. She will need to reach out to the provider to obtain her refund. 

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

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22382879
  
  Good morning, 
  I have spoken to ********* and am satisfied with marpais response with one caveat.  When I spoke to ********* late last week she said she would be sending me an email on either Monday or Tuesday with information regarding claim numbers to help to me get my refund from the provider (*********). I have not received that email yet. I called this am and left a message with her following up and reminding her Id like that information. I do not want to close my case with the BBB until I have all of the information from Marpai to proceed with the provider (*********) to get my refund. 

  To reiterate I am thankful and pleased with her assistance I just need this additional information. 
  
  Thank you. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 11/04/2024

  We have responded to the complainant and provided the needed documentation to assist with obtaining the refund. 

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:09/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Good afternoon!My wife and I have been covered by Marpai including through the recent birth of our Son on 6/25. Up until this point, we have had a great overall experience with Marpai covering the claims throughout pregnancy and being available as needed for customer support.However, this all changed this week. We received a bill from a third party company from our recent hospital stay from our Son's birth. To my dismay, there were no payments or adjustments noted from insurance. Upon calling them, they stated they had sent this bill to Marpai 2 months ago and never received any payment. They are now coming after me directly for the payment .They did bill Marpai for a separate issue earlier which was processed, so I know the insurance on file is correct.This bill is now sitting in my lap stating I have 20 days to pay. They are attempting to re-bill but with their propensity to send people to collections immediately (based on ****** and yelp reviews) I am extremely upset about this current situation.I have been attempting to call Marpai at the number on the back of my card and the number provided on the website all day, however I continue to receive an error, "your call cannot be completed at this time, please try again later". My phone is working as it should and calls are going outbound to others without issue.I have also been attempting to secure message customer service, however they give short answers that do not seem to understand my issues. I have been requesting call-backs from customer service through secure message and they ignore them.I am writing to request a call to get this bill sorted out to avoid collections/credit score issues on my end and claims issues on their end. I have been very disappointed with the lack of ability to reach customer support regarding this issue.I continue to require this bill to be resolved and would appreciate this being processed. I would also really appreciate a phone call to resolve.Have a wonderful day

  Business Response

  Date: 09/17/2024

  Marpai received the initial complaint related to an unpaid claim from a providers office.  I contacted compliant to request documentation.  ********** provided a copy of the invoice the provider sent to him for payment.  The invoice did not provide the necessary claims information (procedure code/diag code) so we reached out to the provider for the claim, which was provided.  The claim has been processed and payment has been released to the provider. Explanation of Benefits to the member and provider have been mailed.  Marpai can confirm we did not receive the original claim from the provider but have since and the claim is processed.  I have been in constant contact with the member to ensure they were aware of each step we were taking and have since advised them as well of claim status. This case has been rectified and considered closed.

  Customer Answer

  Date: 09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were incredibly responsive, collaborative, and helpful. Thank you all!

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair 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 broke my pinky and had surgery on May 20, 2022. I was currently under **************** and my employer had selected Marpai as a middle-man company to manage the insurance (at least that is what I was told). After they assessed my insurance, I was told by my surgery center that I would be responsible for $2,567.33 so I paid this immediately before being wheeled back into surgery. In July, Marpai said I had not submitted a particular form so they could not process my claim. I submitted that form within minutes via email as well as a hard copy in the mail. Months later, they still had not dealt with the claim. After August 1, when I tried to contact them by the phone number listed on my insurance card, there was a voicemail that said they could no longer speak with me and then it hung up on me. I tried a phone number I found online. They answered, but I was hung up on as soon as they knew who I was.A month later I was contacted by my employer and an outside firm that took over Marpai while the government audited the company. We were told that we should see everything be paid within the next few months. I only received $1,389.04 and was left with the remaining $2, ******. MANY people within my employer have been dealing with this issue and excess money that should have been paid for through Marpai/Aetna. I am seeking the $2****** bill be paid by Marpai as it should have been from the beginning. Marpai will say it was not my PCP, but that is how it should have been filed by them. The entire time I was under them, they filed everything under "specialist" instead of PCP like everyone tried to do.You may be wondering who Marpai is since I am filing under Continental Benefits. You can't even find the name Marpai here in BBB unless you search with their website, and then it turns up as "Continental Benefits", not Marpai. Marpai is trying to s**** people out of their money, and it needs to be stopped and reversed. Please help me end this madness.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19858021
  
  I am rejecting this response because:

  Good afternoon, Ms. **********.

   

  I have not personally received any communication regarding this complaint from Marpai.  On the same day that I filed this complaint, I sent yet another email to my employer and the representative who is working with Marpai to get all of the insurance issues from them from last year resolved.  Subsequently, I have received some payment for the surgery, but I have not received payment for anesthesia yet.  I will keep you in the loop.

   

  Thank you for your assistance in this matter.  

   

  Sincerely,

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

   

  --

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

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

  **********, **  76109
  **************

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

  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/26/2023

  Hello, 

  A member from the customer service team will reach out to you at the phone number provided in the complaint to review the claim history, payments and balance due referenced in the complaint. 

  Thank you, 

  Marpai Compliance