Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/18/2025
Type:Service or Repair IssuesStatus: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.
Health Plan of Nevada has not fixed their website in over 4 months. I've called many times and all they say is IT is on it. I no longer believe they will resolve this issue without your help, the BBB. I can not see my account online, and I pay $61.00/month. It mysteriously disappeared and has not come back. It makes no sense and I simply want to be able to see my account online, like I used to be able to do.Business Response
Date: 03/11/2025
Thank you for bringing your concerns to our attention. Please see the attached response.Initial Complaint
Date:08/05/2024
Type:Sales and Advertising IssuesStatus: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.
On August 2, I had went to a local CVS to pick up my prescriptions and one was not ready or included. My prescription for ********* apparently was not refilled automatically as before and had to be included. When my pharmacist said it was an inquiry for my medical plan, I attempted to contact them through chat because it was after hours and had NOT been able to log into my account! Repeated password reset methods FAILED as a link WAS NOT sent via email or text and they think this is a JOKE! They need to be held responsible for having an ACCURATE method of logging into an account in case a password is forgotten or was changed by patient for any reason!Customer Answer
Date: 08/05/2024
This is an authorization form for ANY neccessary information for the patient's record as needed.Business Response
Date: 08/21/2024
Thank you for bringing this to our attention. Please see the response from HPN.Customer Answer
Date: 08/21/2024
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:04/29/2024
Type:Sales and Advertising IssuesStatus: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.
Ive had insurance with health plan of Nevada since 2013.My daughter has type one diabetes and every single time I have an inside with getting her novolg. She is allergic to humalog and health plan of Nevada is fully aware of it however every single time there are adjustments made per her medical provider the insulin is denied and health plan of Nevada forces me to try humalog even though they are aware of the allergy. I get sent notices saying after the investigation the medication is denied if there was any investigation they would see that my daughter is allergic to the medication that they prefer I use.Business Response
Date: 05/09/2024
HPN is unable to locate the covered person with the information provided. Please share with us the name of the covered person and the insurance/member number and we will investigate further. Thank you,Customer Answer
Date: 05/16/2024
The member is is ********* ******************************* is the primary policy holder the dependent is ***************Customer Answer
Date: 05/21/2024
Complaint: 21635758
The member is is ********* ******************************* is the primary policy holder the dependent is ***************
Sincerely,
*******************************Business Response
Date: 06/04/2024
Thank you for bringing your concerns to our attention. Please see the attached response and advise if there are questions or concerns.
Initial Complaint
Date:02/13/2023
Type:Service or Repair IssuesStatus: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 have the Health Plan of Nevada HMO policy. I pay the extra for the specific ability to not have to get referrals which *** forces to automatically go to Southwest Medical. This forces me to go to an appointment with Southwest Medical rather than just go to the cardiology provider within my plan and pay a slightly higher deductible. I have to pay two co-pays for one appointment basically. When I complain to ***, they say some providers require a referral so I am forced to go the route of Southwest. I do not like Southwest Medical and I pay for the ability to go direct to a plan provider and ignore Southwest, but you see I'm between a rock and a hard place. I don't know why *** can't ************** the provider and let them know I do not need a referral.I have congestive heart failure and *** dropped my previous provider, Nevada Heart and Vascular. I am basically going to die before I will ever go to Southwest Medical.Business Response
Date: 02/24/2023
*** is investigating and will post a reply by end of day 2/27/23.Business Response
Date: 02/28/2023
Attached is the formal response from ***. Please let us know if we can be of further assistance. Thank you.Customer Answer
Date: 03/02/2023
Complaint: 19384088
I am rejecting this response because:
*** missed something in my complaint. If I have to get a referral regardless, does *** then acquiesce to not forcing me to go to Southwest Medical? Will the referral send me directly to the desired provider?
Sincerely,
***************************Business Response
Date: 03/02/2023
Based on the Benefit Summary, you may seek the services of an Health Plan of Nevada (***) HMO contracted specialist without a referral. The copay is higher and the specialist must be an *** HMO contracted provider. The provider directory is accessible on the *** website and includes providers with **************************** (SMA) and outside of SMA. Please remember that ****** Services is also able to answer your questions. Calling the telephone number on the back of your insurance card may contact member Services.Customer Answer
Date: 03/11/2023
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.
Sincerely,
***************************Initial Complaint
Date:02/10/2023
Type:Service or Repair IssuesStatus: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.
My wife and I purchased a new *** health insurance policy for her, myself and our newborn baby in March of 2022 through a broker with Nevada Health Link. In January of 2023, we were notified by our pediatrician that our insurance had changed and that we now had different policy numbers. Neither of us were ever contacted, nor did we initiate any policy change. After speaking with Nevada Health Link, they stated that a new application was filed with them on our behalf in October but could not say by whom. Myself nor my wife ever completed a new application. We went ahead and switched everything to this new policy, prescriptions, prior authorizations for medical procedures already in place, and were told by *** not to pay our premium until they could clarify which policy they were going to continue and that we had a 90 day grace ****** for payment as I was concerned that they would terminate our policy for non-payment. *** assured me that they would not. Around the last week of January, *** clarified that we would continue with the new policy number, however, when I attempted to create a new login on the *** website that matched new policy, I was unable to do so and unable to receive any assistance from *** to be able to pay. My wife tried to fill a prescription on 2/9/23 and was told that policy termed 2/8/23. *** says that it's NV Health Link's issue, however, *** shows an active policy. I have 3 medical procedures scheduled over the next 5 days that were already prior authed for which I do not have any insurance now. *** has been nothing but rude and unhelpful and continues to give us the run around. When we ask to speak to someone higher up, they ignore our request and tell us to reach out to ***. We 3-way called both *** and *** on 2/9. *** issued a "ticket" to ***, however, this still leaves me with no insurance for my procedure tomorrow, 2/11/23. I feel they canceled us frivolously because we are utilizing our plan and feel they are unethical. Please help!Business Response
Date: 02/24/2023
*** is investigating the concerns and will post a reply by end of day.Business Response
Date: 02/28/2023
Attached is the formal response from ***. Please let me know if I can be of further assistance.Initial Complaint
Date:10/17/2022
Type:Billing IssuesStatus: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.
Health Plan of Nevada ****************** While myself a 61 year old heterosexual male thats been dealing with ** for well over 14 years and that medications, shots and any other attempts fail is unable to have Health Plan of Nevada cover a simple implant procedure that my doctors recommend and approve, other groups such as a female that desires a *** change is approved for the same procedure. So is it the fact that I am a male, a fact of my age, or simply that I am a heterosexual male?Business Response
Date: 10/28/2022
Upon review of the concerns, HPN identified that the member previously filed an appeal regarding the denial of services. Attached is a copy of the appeal outcome letter and excerpts from the Evidence of Coverage that support the plan's decision. In this case, the service being requested was denied pursuant to a specific exclusion listed in the plan documents as it is related to sexual dysfunction. *********** being requested falls within the exclusion of "services for the treatment of sexual dysfunction or inadequacies, including, but not limited to, impotence and, except as provided in the ******* services Gender Dysphoria section, implantation of a penile prothesis". *********** covered under Gender Dysphoria is for a penile prosthesis as a part of gender change from female to male and where no p**** exists.
the exclusion is not discriminatory in that services being excluded are related to sexual dysfunction while the Gender Dysphoria coverage pertains to changing of a person's *** characteristic. It should be noted that both the exclusion and the Gender Dysphoria coverage that are in the Evidence of Coverage have been filed and approved by the ******** of ******************* **************** still disagrees with the plan's decision; he has the right to pursue the matter further through the Grievance Review Committee. Instructions to request a 2nd level appeal are included in the appeal outcome letter.
Thank you for bringing your concerns to our attention.
Customer Answer
Date: 11/01/2022
Complaint: 18231876
I am rejecting this response because: its quite obvious that because I am an older, male, heterosexual with a "disfunction" that I am not afforded the same treatment as a female that identifies themselves as a male. So if I have a p**** I'm not authorized, yet if I desire the complete construction and a operational p**** as a female I would be authorized because I'm identifying myself as a male. If that is not discrimination towards the age, *** and sexual orientation what is? Because one was female and the other male?Don't misunderstand, I completely appreciate the fact that an individual (female) that identifies themselves as a male should be able to have the procedure, but a male sure also be afforded the same respect especially with a lot less evasive procedure
Sincerely,
*************************
Health Plan of Nevada is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.