ComplaintsforBeWellNM

• Initial Complaint

  12/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Authorization for the MRI scan was requested before the procedure. The Diagnostic Center did receive authorization but communication lacked between Be Well NM and the ********** ******* ****** and they did not process all documents needed before my appointment. I live in Alamogordo New Mexico, and the ********** ******* ****** is located in El Paso Texas. I had to take the day off work and drive 1.5 hours to my appt. After arriving at my imaging appointment I was told the full information wasn't processed by Be Well NM due to lack of response on their end. I had taken the day off and driven out of town for the appointment so the ******* ****** still conducted my appointment for my scan, and I paid out of pocket. After my appointment I went through the process of confirming the procedure was covered by my insurance and I would be reimbursed. I've attached the supporting documents showing proof. This procedure was conducted on May 9, 2022. I have not been reimbursed to date. I would appreciate help in resolving this issue.

  Business response

  02/09/2023

  January 9, 2023 
  
  Better Business Bureau 
  **** ********* *** ** *** *  ************ ** *****  ********* ** ********

  
  Dear ******: 
  We are in receipt of your letter dated December 27, 2022 to ******* ****** regarding the consumer associated with the above-referenced BBB Complaint ID number. 
  The New Mexico Health Insurance Exchange, also known as beWellnm, is New Mexico's state- based health insurance marketplace. It is a portal where New Mexicans can compare plans and shop for health insurance coverage. The beWellnm platform allows individuals to enroll in coverage. However, beWellnm is not an insurance carrier or provider. 
  Our records reflect that this individual was enrolled in health insurance coverage at the time of her procedure on May 9, 2022. Any questions regarding whether the procedure was a covered benefit under her plan, or whether she would be entitled to reimbursement from her health plan should be addressed to her carrier at the time. 
  We appreciate your assistance in this matter. Please do not hesitate to contact me at ******** **** with any questions or concerns you may have. 

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

• Initial Complaint

  12/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is an insurance exchange that is giving fraudulent information to thousands of ******** recipients. They send out a letter (see attached) and scare people into buying insurance, through them, when the people’s ******** was never canceled. They’re using the same excuse as they did in 2021, stating that due to Covid, so many people are using ******** than before and losing it as they return to work.. However, when it’s simply time to renew ********, that doesn’t give them the right to scare people into buying their insurance. That’s fraud.

  Business response

  01/13/2023

  See attached.

  BeWellnm is *** ******** state-based health insurance marketplace. *** ******** who lose ******** coverage or are denied ******** coverage may be able to buy coverage through beWellnm, and will often be eligible for subsidies to cover the cost of insurance. BeWellnm does send communications to individuals who, according to the *** ****** ***** ******** *********** have lost ******** or are denied ********. The communications, howver, are not fraudulent, nor are designed to scare *** ******** into buying insurance. Rather, any communication from beWellnm simply advises individuals who may not be eligible for ******** coverage of the option to purchase marketplace coverage through beWellnm. 

   

  Customer response

  01/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  This is an outright fabrication from BeWellNM.

  
  

  1) The same, exact letter was written in 2021 and I complained then (to BeWellNM) as I had not lost ******** in 2021 either. They explained that the same letter was sent to all ******** recipients. However, the letter is purposefully a misrepresentation  to scare ******** recipients into purchasing insurance they cannot afford in fearing their ******** has been cancelled.

  
  

  2)  They must be getting information, somehow, from ****** ******** as the date they send out the letter is within 48 hours of the creation of the ******** letter, informing ******** recipients of the need to renew. The letter is worded in such a way to act as notification their ******** was cancelled, which is not true.

  
  

  Please, stop this insurance broker from their scare tactics. Force them to reword their letter to inform the recipients that IF their ******** insurance is cancelled, they offer an option.

  
  

  Thank you.

  
  
  Regards,
  
  ********** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint has to do with the company's inability to operate functionally. I need to cancel my insurance with them in order to move on with another provider. I have attempted to contact them for months to do so, with zero response. Their phone system does not work & I cannot reach anyone by phone or by email. I don't know what else to do but to file an official complaint. I know that many other customers are experiencing similar issues. BeWellNM needs to be held accountable for their ineptitude.

  Business response

  03/01/2022

  February 17, 2022 
   
  Ms. ****** ********* Better 
  Business Bureau 
  **** ********* *** ** *** * 
  Albuquerque, NM 87109 
   
  Re: ID ******** 
   
  Dear ******: 
   
  We are in receipt of your letter dated February 9, 2022 regarding the consumer associated with the above-referenced ID number. Please be advised that a member of our team spoke with the consumer on February 2, 2022, and resolved his concerns. 
   
  Please do not hesitate to contact me at ************ with any questions or concerns you may have. 
   
  Sincerely, 
   
  Aryn *. F******** 
  Compliance Officer 
  

  
  

*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. ↩