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ComplaintsforHealth New England, Inc.
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Complaint Details
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Initial Complaint
09/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In August 2021, I had my username on my Health New England (HNE) internet account changed to make it easier to remember. It seems that the only way to have a username changed is by calling their Member Services (MS). MS made the change and since that time, I have been unable to log back into my account. Following many phone calls to MS and attempts to change my password for my new username, it appears that my account is 'locked/frozen'. MS was not even able to 'de-register' me so that I could re-register. MS claims that they have contacted their IT support department for help but so far nobody in HNE organization has been willing/competent enough to resolve the issue. Note that before the username change, I had access to my account without any problem. On the same computer/browser, my husband is also able to access his account painlessly. So it is clearly a software issue at their end. At this point, my perception of HNE is not conducive to renew our memberships when the time comes.Business response
09/29/2021
Business Response /* (1000, 5, 2021/09/28) */ Health New England has reviewed Ms. Z********-*****'s complaint and has determined that this issue was resolved on September 24, 2021. Since Ms. Z********-***** is now able to access her account, we consider this issue closed. We do apologize for any inconvenience or frustration this issue may have caused Ms. Z********-*****. Consumer Response /* (2000, 8, 2021/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
09/22/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am being treated for a wart growth on my toe that makes it difficult to walk and is very painful. Health New England is denying my claim saying there was no prior autherization. The doctor called then, I called them. Every time I call they act like I never called before and say they have no record of the doctor call either. They were quite rude and said they are not going to pay even though it's a legitamate claim. My ID # is ********* Dates of service are 06/04/2021, 07/19/2021, 08/25/2021, 09/08/2021, 09/22/2021 Ellen N******Business response
10/07/2021
Business Response /* (1000, 5, 2021/09/24) */ In accordance with privacy laws a HIPAA Compliant authorization form is required before any Protected Health Information (PHI) may be released. The form included on the BBB website is not HIPAA compliant. Any disclosure or discussion related to health information, including verification of member status, without authorization, would violate the Health Insurance Portability and Accountability Act Privacy Rule (HIPPA Privacy Rule). Without an authorization form, Health New England is prohibited from addressing whether or not this individual is a Health New England member. You may find a copy of Health New England's HIPAA Compliant authorization form on our web site at the following location: ************************************************************************************************************************* Once Health New England receives the completed Authorization of Representation form linked above, we will be more than happy to review the complaint and discuss directly with the BBB. However, Health New England will not publicly share any details of our review because it would involve PHI.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.