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Business Profile

Insurance Companies

Johns Hopkins US Family Health Plan

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:06/06/2024

    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.
    I recently noticed that the Johns Hopkins USFHP had the wrong address in both of my children's profiles (***** *** *******). The address was correct, but the state was listed as Virginia instead of Maryland. I have called USFHP three times to attempt to resolve this, spending ~45 minutes on the phone with them each time. Every time I speak to them, they attempt to shift responsibility to my military record where they pull their information from (DEERS) saying that it must be wrong. I have repeatedly checked DEERS and it is not wrong, this is a problem that lies with USFHP. Each of the three times, I have contacted USFHP, I have been told the problem is fixed, but it has yet to be actually fixed. Yesterday (June 5) I was told on the phone that the issue was processing and would reflect in their system today (June 6). My address is still wrong. Finally, when I initially contacted USFHP, I expressed significant concern at the fact they have been mailing my private health information to an incorrect address and are unable to provide an accounting for if they have received any of it returned to them. I was transferred to the compliance department where their voicemail said I would receive a phone call within 24 hours, and it has now been 4 days with nothing. This entire situation seems to show a shocking lack of urgency and care when relating to a military members' family medical information. USFHP needs to do better in the future and needs to make this situation right immediately, no matter what it takes.

    Business Response

    Date: 06/06/2024

    Thank you for contacting the Single Billing Office for Johns Hopkins Medicine. This concern is not billing related, our office does not have access to USFHP benefit information. I have provided the contact information at the bottom of this response. I have also provided the contact information for the HIPAA and fraud department due to your concerns about your information being sent to the incorrect address. I hope this information is helpful and we appreciate the opportunity to assist.

    Johns Hopkins USFHP

    Johns Hopkins US Family Health Plan
    Customer Service Department
    7231 Parkway Drive
    Suite 100
    Hanover, MD 21076

    Customer Service
    ###-###-#### or
    ###-###-#### (toll-free)
    ###-###-#### (fax)
    *****************************

    Report Privacy Concerns (HIPAA)
    ###-###-#### or **************

Johns Hopkins US Family Health Plan is NOT a BBB Accredited Business.

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