Complaints

This profile includes complaints for NeueHealth Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NeueHealth Inc

  8000 Norman Center Dr Ste 1200 Bloomington, MN 55437-1467

• 

  Bright Health, Inc.

  8000 Norman Center Dr Ste 1200 Minneapolis, MN 55437

• 

  Bright Health, Inc.

  8000 Norman Center Dr Ste 1200 Minneapolis, MN 55437

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:02/06/2024

  Type:Delivery 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.

  I received a letter stating that I am to receive financial compensation. I was given a phone number to contact and was sent to voicemail, I left a message but no one has called me back. I did this about two weeks ago. Please reach out and let me know how I can receive this compensation since I am unable to get through with the phone number provided.

  Business Response

  Date: 02/06/2024

  Good afternoon!   Apologies for the confusion, but the voice mail message does state for refunds, leave the information and expect to receive within 90 days.  Call backs are only done if we need more information to process your refund. I reviewed your case and found your refund request was processed on 1/25/24.  You should be receiving a paper check in the amount of $253.14.  If you do not receive the check in the next **** days, you may reach out to me directly at ******************************************** or you can leave a voice mail and we will follow up. Thank you for reaching out and allowing us the opportunity to resolve the matter.

  Sincerely,

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

  Mgr, Health Plan Ops

  Customer Answer

  Date: 02/06/2024

   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.

• Initial Complaint

  Date:01/17/2024

  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.

  Got a letter in Nov about a refund. The refund is for ****** ( account# ********** ) Called that week and was told that the card on file was going to get the money refunded on that account. Well, when i was told this i mentioned that the card was going to expire and i already had a new card. Well, its been two months now. Since the year started i have called every other day and cant get ahold of anyone even after leaving a message. I received an email of confirming the refund but its been week now and still have not seen anything.

  Business Response

  Date: 01/18/2024

  Good morning and thank you for reaching out.  I reviewed your case and have issued a paper check request of $182.38 be mailed to the address you provided.  Please allow processing and mail time of ***** days.  If you do not receive the check in that time period, you may contact me at ***************************************.  Apologies for the delay.  

  Sincerely,

  ***************************, Manager Health Plan Ops

  Customer Answer

  Date: 01/18/2024

   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.

  THANK ******

• Initial Complaint

  Date:01/10/2024

  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.

  Bright overcharged me for 1 month premium on my account. We have had 10+ calls to get the money back in our account. Each time they say they are working on it and escalating the issue. This has been going on for over 1 year and still no payment or credit to our account. We moved from our original location and asked them to credit our account back instead of a check but they still haven't done it. Every time we talk they say "it will be 30 or 60 days" then we get nothing. Now the original phone number has been disconnected.

  Business Response

  Date: 01/11/2024

  Good morning and thank you for reaching out.  I have responded to the email address you provided with details regarding the amount, date, and credit card information for the refund that was processed in July 2023.  Although Bright has not offered plans since 12/31/22, we maintained the inbound call center for 1 year, and we continue to offer a voice mail option and messages are being reviewed.  You may also reply back to me with any further questions in the email I sent you.  Thank you for allowing us the opportunity to resolve the issue.

  Customer Answer

  Date: 01/11/2024

   I am rejecting this response because:
   This is not the overpayment, that was a different overpayment. My overpayment was 1 full month premium.
  
  

  Business Response

  Date: 01/11/2024

  I am in contact with this member via email and working to review the member's enrollment period, payments owed, and payments made, to ensure we correctly compensate for any overpayments that were made.  Member confirmed receipt of the refund that was made in July 2023, and we will confirm if anything additional is owed and pay accordingly if due.  Thank you!

• Initial Complaint

  Date:01/10/2024

  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.

  I received a letter concerning an overpayment amount that was supposed to be sent back to my wife within 30 days. My wife called the number listed on the letter on November 7, 2023. Their representative stated that a refund would be processed within 30 to 45 days. No such refund has been received by my wife and the customer service call center is now shut down. The message on the Bright Health phone line now says 90 days. Where and what is the status of my wifes overpayment and why did it take 2 years to find out we over paid?

  Business Response

  Date: 01/10/2024

  Good afternoon and thank you for contacting us.  I have sent an email to you at the email address you provided in this complaint so we can work to resolve this issue for you.  I look forward to your response.  Thank you again!

• Initial Complaint

  Date:10/03/2023

  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.

  Both my husband and I had Bright HealthCare that we purchased through healthcare.gov for 2022. We both completed several of the activities for their Rewards Card. My balance was $149.02 with an expiration of 6/27 and my husband's card had a balance of $137.50 with an expiration of 11/27. We are unable to use these cards. The total of these cards is ****** and we need to use this money. Please help.

  Business Response

  Date: 10/03/2023

  Good Afternoon.  The Terms and Conditions of the Rewards Program states "as along as you are a member of an Individual Family Plan with Bright Health, you can access any unused balance on your Rewards Card".  The usage instructions for the card itself states, "Funds expire on the last day of the month printed on the front of your card. Funds will not be available to you after your health plan is terminated by you OR your health plan provider".  Thank you for your inquiry and please let us know if you have any further questions. 

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  
  While I understand that the terms and conditions of the insurance policy may allow for such deductions, it is important to note that this practice is not legal under applicable laws and regulations. Specifically, under Regulation E of the Electronic Funds Transfer Act (EFTA), financial institutions are required to obtain a consumer's written authorization before making any electronic fund transfers from their account. This authorization must be clear and readily understandable to the consumer, and cannot be buried in lengthy terms and conditions. In this case, neither I nor my husband provided written authorization for the deduction of funds from our Debit Rewards cards, and therefore, Bright Health Insurance's actions were in violation of EFTA. Additionally, the Fair Credit Billing Act (FCBA) provides consumers with the right to dispute unauthorized charges and requires debit card issuers to investigate and correct any errors or discrepancies. I kindly request that you refund the $149.02 to my card (that has an expiration date of June ****) and also refund the $137.50 balance to my husband's card (which has an expiration of November ****) as soon as possible.

  
  

  Business Response

  Date: 10/05/2023

  Good afternoon.  I understand you are dissatisfied with the outcome.  You do have the right to file a formal grievance regarding your dissatisfaction.  Please visit our website at www.brighthealthcare.com for full details.  You may also contact our **************** line at ************ for assistance.  Thank you!

• Initial Complaint

  Date:08/02/2023

  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.

  This insurance company has had me resubmit several claims to their department for the SAME date of service with no resolution. I visited a private clinic during a holiday for emergency services and have been requesting reimbursement since December 2022. In the dozens of times I have called to check on this claim I have been told every line from we cant find your claim to please give us more time I have faxed, mailed and emailed every number available to no avail. Recently the clinic I have visited told me that they do not have a facility NPI number and it is NOT necessary to have one. The Providers NPI is what is needed for processing and Brighthealth is purposely giving me a hard time so they hope I forget or give up and I ABSOLUTELY WILL NOT.

  Business Response

  Date: 08/03/2023

  Good Afternoon,

  Upon reviewing your complaint with our escalation team, I was advised this refund was processed on 7/29/23, and our agent spoke with you regarding the outcome on 8/2/23.  We sincerely apologize for the delay in resolving this matter. Please let us know if you have any further questions or concerns we may assist with.  

  Thank you!

• Initial Complaint

  Date:07/29/2023

  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.

  This insurance is a total fraud. I had emergency services for heart attack symptoms last Sept ***** at an out of network hospital (which was still supposed to be covered) based on their explanation of benefits for my policy. However, they've have come up with every excuse in the book to only pay a small fraction of that. Now I'm left with a hospital bill of over $8K and their just trying to wash their hands off paying more as they should have. Ihave called them several times since last December about it and I explained what the explanation of benefits said and what I should have been covered for, but every time is a different excuse and lies. A previous rep said they would escalate the claim and call me back but no one ever did. So I called one last time and I spoke to someone yesterday and he said the same thing as the others (lies) adding to it the since the claim was processed and closed there was nothing that could be done. This is months from the first time I reached out and yet they still never did anything about it and just said to deal with it with the hospital. I have spoken to the hospital more than once and they say that its my insurance's responsibility. The hospital says it is not obligated to dismiss or reduce the charges as they weren't under contract with this insurance at the time. But Brighthealth should have paid more for my Emergency visit and I'm aware that they are breaking the law in ********. They explanation of benefits for my policy say one thing ( that I even had a co-payment for as covered for out of network in case of a visit to the emergency room) and mow they are trying to blind side me with lies to not pay. I am extremely upset. This bill will be sent to collections and they are gonna ruin my credit. Horrible company. Deceiving. I paid a whole year of insurance and the one time that I really need them to come through for me, this is what I get. Since they removed themselves from our state they do not care about those they scammed.

  Business Response

  Date: 08/02/2023

  Good Afternoon,

  I am acknowledging receipt of the complaint and will provide a response as quickly as possible. 

  Thank you!

  Customer Answer

  Date: 08/02/2023

   I am rejecting this response because:
  

  It's not a resolution to the problem. It's just a promise to reply as it has been before. Until the problem has been resolved, I can't accept closing the case. 

  
  

  Business Response

  Date: 08/03/2023

  Good morning.  My apologies as my intent was not to close the case, but rather to acknowledge receipt and that we were moving forward with action to review. Our escalation team reviewed the information yesterday, including a review of your claims, and will be reaching out to you by phone to go over the details. Once you have received a call and discussed with our agent, please let us know if the outcome is satisfactory.  Again, we apologize for the service issues you have experienced.  Thank you!

• Initial Complaint

  Date:07/17/2023

  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 had a preventative care appointment with my physician in November, 2022. It was incorrectly processed by Bright HeathCare, and the charge for the *** test was not paid to the physician. After receiving the bill, I contacted them in January 2023. They informed me that it was a mistake and should have been paid, that they would reprocess the claim, and that it would be completed within ***** business days. 6 months and more than half a dozen calls later they still have not finished reprocessing the claim despite it being escalated multiple times. I'm not sure whether they are purposely running out the clock so it will go to collections or if they're just incompetent.

  Business Response

  Date: 07/18/2023

  Good Afternoon,

  One of our escalation team members reached out to this member today, discussed the resolution of the case, and provider her name and direct phone number should member encounter any further issues.  Please let us know if anything further is needed.

  Thank you!

  ***************************,

  Mgr, Health Plan Ops

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:  The provider (LabCorp) is not able to confirm payment was received from Bright Health.  The Bright representative said they probably just need more time to process it and to call again in 2 weeks.  I'll do so, and close the case when they can verify that they have received payment from Bright.  Once that happens I'll need to process a refund with LabCorp- the bill was on it's way to collections, so I had to pay out of pocket until the Bright health payment could come through.
  

• Initial Complaint

  Date:06/05/2023

  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.

  I am writing to file a complaint against Bright Health regarding the delayed processing of my claim and the lack of communication regarding its status. I believe this issue raises concerns about the transparency and fairness of their procedures, and I kindly request your assistance in addressing this matter.In June of 2022, I was diagnosed with sleep apnea and subsequently received approval from Bright Health (Authorization #************) for a **** device. None of the *** Suppliers affiliated with Bright Health had any **** machines available due to supply chain issues, resulting in a waiting period of 4-6 months.Considering the severity of my sleep apnea and the inability to wait for an extended period, I made the decision to purchase a **** device from an online supplier that was not included in the aforementioned list. I personally funded this purchase and now seek reimbursement for the expenses incurred.On November 23, 2023, following the instructions provided by a Bright Health representative, I gathered all the necessary documents and submitted my claim via regular mail, as it was the only option available. To ensure proof of delivery, I took an additional step of sending the claim and my documents via registered mail.I have made numerous attempts to contact Bright Health. On each occasion, I have been informed that there is a backlog and that my claim has not yet been addressed. Throughout 2023, this repetitive response persisted, with the promise that a member of the Higher Team would contact me. No such contact has been made thus far.It is becoming increasingly evident that this delay may be a deliberate attempt to prolong the claim process, as the one-year deadline for claim submission approaches. I purchased the **** on 7/7/2022. The absence of any acknowledgement from Bright Health that my claim has been received raises doubts about the transparency and fairness of their procedures. Thank You!

  Business Response

  Date: 06/06/2023

  Hello ******, 

  Thank you for bringing this issue to our attention.  I have immediately reached out to our claims department to obtain more details regarding this claim.  We will reach back out to you as soon as we receive a response from that department.  Thank you for your patience as we work through this.  

  Customer Answer

  Date: 06/07/2023

   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.

• Initial Complaint

  Date:04/19/2023

  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 are a low income family who signed up for medical insurance with Bright Health Care for the year 2022. At the time of signing, we were provided the option to complete additional steps in exchange for a monetary amount put on reward cards. Once all conditions were met, three debit cards were authorized and issued "to be used as we see fit" for myself, spouse and daughter. The debit cards carry expiration dates between **** and ****. At no point in time BHC or the credit card company communicated a binding relationship between accessing the balance on these reward cards and a valid BHC policy. Similarly no communication was put out that the cards will be deactivated / balance become inaccessible upon the end of policy term. After getting bounced back between BHC and the credit card company, each refusing to take ownership, I filed a formal customer complaint *********** with BHC suggesting that either i) our policy is temporarily reactivated for a couple days to allow the withdrawal of the remaining balance ii) the balance on all three cards is transferred to a new / active debit card or iii) BHC credits the balance to my bank accounts. Going through the posts on BBB page, it is clear this is not a one-off situation: other BHC customers continue to suffer from the same exact situation without acceptable closure. The way BHC has chosen to handle all its customers so far is unprofessional and unethical. BHC ought to honor its commitment made to customers and provide access to these amounts.

  Business Response

  Date: 04/19/2023

  We apologize that you have had a bad experience with us regarding your rewards account.  As you know, when you signed up for the rewards program via our Member Hub, all of the terms and conditions for that program were readily available to you. 
  Full terms and conditions can be found here:  ********************************************************************************************************;
  Reward Expiration:
  

  The rules for earning rewards are administered by Bright Health Plan. We reserve the right to modify, amend, or terminate rules and/or the ability to earn rewards at any time with or without notice. We are solely responsible for all rewards eligibility standards and determination of the Rewards Card issuance.
  Requests for 2021 Rewards Program exceptions will not be fulfilled after June 30th, 2022. Requests for 2022 Rewards Program exceptions will not be fulfilled after March 1st, 2023.
  
  Reward Dollar Expiration: As long as you are a member of an Individual and Family Plan with Bright Health Plan, you can access any unused balance on your Rewards Card. If you terminate enrollment with Bright Health Plan or become ineligible for the Program due to non-payment of your premium, you will have 60 days to use your Rewards balance before your rewards card is terminated, you will not be able to redeem funds earned after this point.
  We regret that we are not able to provide you with a more favorable response, however, all rewards have now past the expiration date.  

  Customer Answer

  Date: 04/19/2023

   I am rejecting this response because: The ************************************************************************* treated anywhere near as important as other communication that aligns in to the company's interest (i.e. new policy signing, statement of accounts, termination of policy, etc). Customers received a clear notice when it came to BHC pulling out of the market - it could have easily included a courtesy statement on the reward cards / extended 60 days. The fact is - BHC chose not to and falls on blanket statements and in fine print buried in one of its documentation.  Clearly, there seems to be enough of us with similar concern to maintain this is just wrong and prove beyond a shadow of a doubt that customer have been misled.