Complaints

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

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• 

  Healthfirst, Inc.

  100 Church Street, 17th Floor New York, NY 10007-2607

• 

  Healthfirst, Inc.

  412 East Fordham Road Bronx, NY 10457

• 

  Healthfirst, Inc.

  50 Clinton St. Hempstead, NY 11550

• 

  Healthfirst, Inc.

  128 Mott Street, Room 407 New York, NY 10013

• 

  Healthfirst, Inc.

  28 E. Broadway, 5th Floor New York, NY 10002

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:04/28/2025

  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.

  lack of transparency, spreading missinformation about the *** system, misplacing information that are private to customers and lack of accountability by deny to given last names, extension numbers, even when leaving *********. i am a care giver for a patient ***** ********** ID number ******** and this year i am taking my mother home from a nursing home (initially she was sent there las year by negligence of Health Firts) anyways, i followed the procedures in *** to inscribe my mom as consumer and myself as PA into the *** program starting On march 28 with ***. i was trying to get in contact with a case manager to see what procedures were necessary for join the ***** program trough *** ..2 weeks and it wasnt possible. one day i got a phone call from a Case manager different from the one assigned, she left. a VM asking me to call her back with. no extension or email, nothing . i spent one week trying to get to her and the authorization from my mother to me to disclose her information was never found (we sent it 3 times on electronic request , twice on paper and one by mail )..so every call was 2 hours minimum because needed to be with my 85 years old mom on the phone, no luck and i was transferred esto a manager ***** who told me that never heard of *** and that i needed to chose an Agency in ***** otherwise my case could be affected or start from the beginning to be approved. I said that is not true and we started a back and forth until with a terrible attitude she told me it was my case, my responsibility! when i asked for her name she goes why? i said oh well to know who is talking and her answer after thinking a little was humMaria! just *****.Long story short when finally i got in contact with the case manager and I explained this situation / the damage ***** is doing by miss-spreading information about *** and cohering for people to continue on these agencies. i was *************, as I was told the authorization of hours have been challenging

  Business Response

  Date: 05/03/2025

  Dear BBB,

  We apologize for any inconvenience to the member and their caregiver. We attempted to make multiple outreaches to the member and unfortunately were not able to reach anyone. If any questions or assistance needed, the member can reach out to ************************** at any time.

  Sincerely,

  Member Services

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I would like to express my sincere gratitude for your intervention. Healthfirst representative contacted me, but unfortunately, my mothers health condition has been delicate, preventing me from connecting back with them. The fact that someone reached out and is willing to listen is a significant relief after experiencing the frustration of feeling unheard. I am confident that when I speak with them, all the necessary details will be clarified and a resolution will be reached.

  Once again, I extend my deepest gratitude for your assistance. 
  

  
  

  cordially, 
  

  ****** *********
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/27/2025

  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.

  2/26/25 I received a phone call from *** *. Of health first informing me that health First health insurance choise to DENY my child from continuing to receive home health aide services. My child has significant diagnosis and was just added an additional diagnosis yesterday. ****** who is my childs care manager at health first informing me formed me that she can no longer provide assistance because my child was DENIED home health care services. All this hapoend at a crucial time while I am fighting to also stop someone from termini rating my child ******** waiver. Its shameful that HealthFirst health insurance in ******** does not care about its members. Its shameful how they DENY to help parents caring for vulnerable children diagnoised with significant special needs. They are all in position of power but refuse to help. Im writing to the BBB for guidance and assistance. I am a single mom caring for my childs care manager I love dearly who has significant special needs. Who will help me? All these agencies claim to care and provide assistance LIED. My child is so precious and innocent. We need a reliable solution that will help. Please BBB help us. And warn other families with children or lived ones diagnoised with special needs to not do business with Health first because they just dont care and refuse to help when you need them Most. Also the staff are dishonest, vindictive and uncaring. Do not let them into your home because its likely that they will mushydge you and Deny you for services when you need it most. No one deserves to be treated as I have! My child and I definitely do not deserve this treatment.

  Business Response

  Date: 03/04/2025

  Dear BBB,

  We have spoken to the head of household/parent of the member and assisted with the inquiry. We explained the next steps to follow for denial of services and per request of the parent, we will process the records to be mailed to the member.

  Sincerely,

  Member Services

• Initial Complaint

  Date:02/20/2025

  Type:Order 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 the office manager for a Licensed Mental Health Worker in the state of ********. The practice began seeing patients with what we thought was New ******************************** so our LMHCs began treatment. I submitted claims and was told they needed to be submitted to HealthFirst. I submitted the claims and they were rejected as the practice is out-of-network. We attempted a single case agreement for two patients and both were subsequently rejected. I submitted an application to join the network on October 27, 2024 and spoke with someone on the provider line who said I would be given portal access once approved. I received portal access on November 12, 2024 however I am still out-of-network since my application was never accepted and no contract was negotiated. I have reached out via email and by phone over ****************************************************************************************** case the original one was lost. On four occasions with the provider ******* (the most recent on January 27, 2025) I was told a contracting specialist would reach out in 3-5 business days and was asked to provide a full range of times I would be available to speak but I have never been contacted. The clinicians are continuing to see the Healthfirst patients and have an ethical responsibility to continue care but working with this insurance provider has been extremely difficult. We are only looking for answers regarding the status of our application and why we have not been able to join.I can provide the **** Tax ID, and any other information that may be required to remedy this situation

  Business Response

  Date: 03/06/2025

  Dear BBB,

  Our account manager team has successfully connected with the provider and are currently working on gathering the documents needed to present to credentialing. 

  Customer Answer

  Date: 03/14/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Health First through ******* offered a single case agreement to allow our professional and facility claims to process at the in-network (tier 1) level of benefits prior to services being rendered. The *** was signed and an agreement was set in place. Now that the claims have been received and processed, the claims are still processing out of network-This is after two attempts to send the claim back for in-network processing according to the single case agreement.*********, ********* $5,200.00 Claim Processing Date 09/24/2024 Allowed $3,118.44 Deductible $1,128.34 Coinsurance $582.03 Paid $1,358.07 10/18-Faxed single case agreement to ********* so she may review claim for correct tier level *************** of representative: ********* Reference: ********* 11/27-October 23rd claims team showing both services processed correctly. I argued we are subject to the tier 2 vs the current tier 3 tier that we were already subject *******: ****** *.Reference to call: ********* 12/30-*** on file doesnt state the claim will process at another tier. Per the *** were subject to ******** pricing. Marked as resolved on Name: ***** Reference to call: ******** *********, ********* $3,500.00 FF Claim Processing Date 09/17/2024 Allowed $1,371.66 Deductible $1,371.66 Coinsurance $0.00 Paid $0.00 10/18-Faxed single case agreement to ********* so she may review claim for correct tier level *************** of representative: ********* Reference: ********* 11/27-October 23rd claims team showing both services processed correctly. I argued we are subject to the tier 2 vs the current tier 3 tier that we were already subject *******: ****** *.Reference to call: ********* 12/30-*** on file doesnt state the claim will process at another tier. Per the *** were subject to ******** pricing. Marked as resolved on Name: ***** Reference to call: ********

  Business Response

  Date: 02/13/2025

  Dear BBB,

  After speaking to the provider office who initiated this inquiry, we confirmed that the issue reported is not for Healthfirst but another health insurance company located in *****. The provider is addressing this with the company directly.

  Sincerely,

  Member Services

  Customer Answer

  Date: 02/13/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  health first refuse to approve my prescription

  Business Response

  Date: 01/29/2025

  Dear BBB,

  We reached out to the member's doctor and informed that the medication requires prior authorization. The member was outreached and assisted with the prescriptions.

  Sincerely,

  Member Services

• Initial Complaint

  Date:01/15/2025

  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.

  Start off this **************** has shown me very unprofessional uncaring ways quite a few times. I receive $575 quarterly on my OTC card. Do to me being recently diagnosed with HIV I have been forgetful at times not knowing that this was the month for my benefits . My uncle's girlfriend whom is a heroin addict decided to take not only My OTC card my debit card and my cash and not return. Her using $405 is a little bit too much for me to just let go I'm sorry I need my money return back the day I realized that I had benefits this month I looked at my account and only had 170 I immediately started to call health first only to get hung up on, and transferred to air. I even chatted with the virtual assistants to not get any assistance. My card was not cut off until later that evening and I just received it today spending everything I had because I really needed it for things around the house and vitamins so my immune system can be a little stronger I've asked repeated times to have my benefits return they can see the tape inside the store that it was used which is not far from my house he's willing to provide anything so I can get my money back.I do pay a deductible for my benefits all these **************** cares about is prior authorizations and what's not covered I want my money return back to me and I would love and apology from the last unprofessional service member. I endured about enough that i have put up with. I really need to have my vitamins and cleaning supplies with this new situation please help me because calling and calling and being switched to this one and that one I can't do it I shouldn't have to ..thank you

  Business Response

  Date: 01/29/2025

  Dear BBB,

  We have attempted numerous times to get in contact with the member for additional information to assist with this inquiry. While the request to for reimbursement has been escalated, we do need to obtain some information to resolve the discrepancy as quickly as possible. The member can reach out to *************** so that we can assist further. We apologize for any inconvenience.

  Sincerely,

  *************** 

• Initial Complaint

  Date:10/28/2024

  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.

  My name is ****** ****** and I have health insurance through Healthfirst. On 10/4/24, I received notice from Healthfirst I would be disenrolled from my plan on 11/01/24 because my mailing address was listed as a P.O. Box outside of the ************* area. Healthfirst requires members to reside in the ************* area. The *** Address Confidentiality Program helps victims of domestic violence, victims of stalking, victims of sexual offense, victims of human trafficking, and victims of kidnapping shield their address. The *** Address Confidentiality Program has provided documentation to verify I live in the ************* area. Therefore I would request Healthfirst accept the confidential mailing address to help protect my safety.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  My physical address is ***********************************************************************************************************However, my mailing address should remain ****** ******* **** **********************************************************. Please ensure no mail is sent to my physical address, and the mailing address is used. I provide my physical address under extreme duress of Healthfirsts threat of cancelling my insurance plan on 11/01/24.
  
  Sincerely,
  
  ****** ******
  **** *** ***** *** ***** ******* ** ****** ************ ***************************  
  
  

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  Hi, my name is *** **** and I would like to file a complaint against my health insurance company Healthfirst which is also located at *********************************. For the past month, I have been in contact with various customer service representatives such as ****** and ***** who assured me that I would receive a print out copy to my home address of all of the claims that Healthfirst has received since February of this year. I also would like all of the appointments that I have had with Dr. ***** S. ******* who is located at ************************************************* to be included in this print out as well. I would like for my claims to be emailed to me as well if it is possible. No one from this company has been able to assist me with resolving this issue. I would also like to receive notices of the services that I have received on a regular basis as long as I use this insurance. Thank you !

  Business Response

  Date: 10/23/2024

  Dear BBB,

  We have spoken to the member and explained the process of requesting future EOBs to be sent by mail. All the information has been collected and all the requested documents will be sent to the member. 

  Sincerely,

  Member Services

  Customer Answer

  Date: 10/24/2024

  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 and the matter has been resolved. If I have any further issues regarding my account I will be sure to contact BBB again. I greatly appreciate the BBBs help with helping me with this matter that I called Healthfirst numerous times prior to contacting the BBB to resolve.  
  
  Sincerely,
  
  *** ****
  
  
  
   
  
  

• Initial Complaint

  Date:08/27/2024

  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 is one of the worst insurance companies I have had the displeasure of working with. Since June of this year I have had no response to many letters and phone calls.

  Business Response

  Date: 08/30/2024

  Dear BBB,

  We have spoken to the member and addressed the concern with an appeal. The member has confirmed that no further assistance is needed at this time.

  Sincerely,

  Member Services

• Initial Complaint

  Date:08/19/2024

  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.

  Due to financial hardship (and the website for HealthFirst being poorly designed) I fell behind in payments for my premium. Upon speaking with someone in customer service who called my house at around 8 PM in July, I entered a payment plan to bring my account current by September. When ****** started, I owed just under $750 (two months past due plus the month of ******) with the first payment made on ****** 2nd. I went to make a payment today (8/16) and my account was made inactive as of 5/31. No one told me about this, no one warned me, and I was told explicitly I'd be fine to pay this way to bring my account current. It also just so happens that the decision to make my account invalid and backdate the cancelation came after I hit my deductible for the year this way I have to start over from scratch and they don't have to cover. I am seeking immediate reinstatement of my account backdated to 5/31 and the ability to reenter the previous payment plan to bring my account current which feels pretty reasonable. After three hours on the phone across 5 phone calls, they are unwilling to do any of this.

  Business Response

  Date: 08/22/2024

  Dear BBB,

  We spoke to the member on 8/19/24 and confirmed the submitted payment was processed. The account was re-instated, and member was informed about the date for next payment. 

  Sincerely,

  Member Services

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  While the account has been reinstated, this does not resolve the problem I had. The issue was that the account was closed out WITHOUT notifying me first pursuant to federal and state law. I was actually told the account was not at any risk of termination multiple times leading up to the termination and even as of 8/2 there was no indication that termination was impending. When I reached out initially they told me I was going to have to pay an extra month and only after threatening to call the ************************* did they back off paying the extra month in advance. When I asked if I could break this payment up over a month because asking anyone on a Medicaid-subsidized plan to pay $500 out of the blue in a lump sum is absurd I was given an obnoxious no and told the option was pay the $500 now or not have insurance until next open enrollment.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/30/2024

  Dear BBB,

  The member was outreached to explain the payment/billing process and that Healthfirst does conduct monthly reminder calls for payments due. We apologize for the inconvenience to the member. The member was advised to call us at any time for assistance if needed.

  Sincerely,

  Member Services