Complaints

This profile includes complaints for Anthem Blue Cross and Blue Shield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Anthem Blue Cross and Blue Shield

  One Liberty Plaza New York, NY 10006-1404

• 

  Empire Blue Cross & Blue Shield

  PO Box 11792 Newark, NJ 07101-4792

• 

  Empire BCBS FSA

  PO Box 660165 Dallas, TX 75266

• 

  Anthem Blue Cross and Blue Shield

  622 Third Avenue - 28th Floor New York, NY 10017

• 

  Empire Blue Cross & Blue Shield

  PO Box 11792 Newark, NJ 07101-4792

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:04/23/2025

  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.

  I called blue cross blue shield on December 20, 2024 and told them I was canceling my insurance effective January 1, 2025 as I had moved from ******* to ******* and I had new insurance in ******* starting on January 1, 2025. They told me it was cancelled effective January 1, 2025.I have been charged and they have auto charged my credit card for insurance payments for January, February, March and April in the amount of $3,322.34/month for a total since January 1 of $13,289.36. When I called to indicate that they have charged me for a policy that I canceled on December 20, 2024, the representative indicated that she can only go back 60 days to retro-cancel. She wanted me to say on the phone that this was my first call in regards to the 2025 policy so that it was recorded with them. I told her no, this was not my first call with them regarding the 2025 policy and I asked her to go back and pull the recording from the call on 12/20/24 where I specifically called to cancel a 2025 policy. She agreed that it was noted that I had called to cancel but that they have an automatic renewal policy. So even though I had called to cancel, they renewed my policy without my ********** this point, Anthem Blue Cross owes me $13,289.36 and I believe they should give me additional compensation for the interest on that money that they took from me without my permission as well as pay me for the 2 hours I spent online and on the phone with them today trying to get this resolved and any additional time I need to spend in the future. The issue is still not resolved and the agent on the line said she will submit for approval and get back to **** believe what they are doing is illegal and criminal. They are effective stealing from people that have canceled a policy with them knowing that it was canceled but indicating that they have an auto renewal which I dont understand if you cancel a policy effective 1/1/25 on 12/20/24 why they would think that they can auto renew.

  Business Response

  Date: 04/23/2025

  We are unable to locate the member in our system. Please provide the member identification number complete with the three-letter prefix. This can be located on the member's identification card.
  
  

  Thanks 

  Customer Answer

  Date: 04/23/2025

  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:

  my account id with them was

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

   

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/24/2025

  Please be advised that member authorization is needed prior to us being able to address the members concerns. Refer to attached letter.

   

  Thanks,

  *****

• Initial Complaint

  Date:04/18/2025

  Type:Sales and Advertising 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 am filing a complaint with ************* for a completed, lies and misrepresentation of their employees communication about using such pharmacies in **************. have been told repeatedly numerously by theyre in ignorant incompetent staff that I can use certain pharmacies without restrictions just this past January I was denied Pharmaceutical coverage when I was guaranteed verbally by their representation representatives repeatedly saying that was not the case I have it recorded, I have asked the representative point-blank in a conversation over the phone and she would not answer a yes, or no question. She repeatedly towed the companyline and said she was not at fault nor was the company not misinforming of the situation. I totally dispute it. I totally disagree and I dont accept their **. I would like to continue to use my pharmacy of choice as I was told by representatives in their company with the same benefits as I requested

  Business Response

  Date: 04/21/2025

  Good afternoon, 

  We were unable to locate the member in our system. Please provide the member's identification number, including the three-character prefix. This information may be found on the member's health plan identification card.

  Thank you, 

  ******** *.

• Initial Complaint

  Date:04/18/2025

  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.

  I have ez scripts with my Blue cross Blue shield ************* my co pay for my ******** was always ***** now they have upped my copay to ****** they have changed thier story about the dose and daily supply. I called a few times to get a resolution and were told 3 different things. They do not want to pay for this medication. Now my health is at risk with not having on my system. They said that ********* used a coupon. I have spoken to ********* and the ***** copay was always the same amount. I am very upset about this.

  Business Response

  Date: 04/18/2025

  We are unable to locate the member in our system. Please provide the member identification number complete with the three-letter prefix. This can be located on the member's identification card.
  
  

  Thanks,

  ***** 

• Initial Complaint

  Date:04/10/2025

  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.

  On Dec 28, 2024,I walked in at ******* MyCare *** ********************* on *************** in ******* ** for my routine preventive care test..Before that i been going to another location still in ******* and my insurance have always covered those ********** they are not paying the office visit charge which i dont even understand why..i keep getting the run around..my insurance which is through my employer is telling me they paid it and the clinic should not have billed me...i need this taking care of and my member ID is ************

  Business Response

  Date: 04/10/2025

  Please be advised that member authorization is needed before we can address the members concerns. Refer to attached letter.

  Thanks

  *****

• Initial Complaint

  Date:04/08/2025

  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.

  ******* ******** of ********, ** (my mom), is on a ******** advantage plan. At some point roughly a year and a half ago, she was convinced that she should purchase a secondary health insurance plan from Anthem. The premium for the plan has been roughly $323.98 a month.The plan was never set up properly so that if my moms primary insurance failed to cover something, it would be billed to the secondary insurance. That is, no claims were ever properly billed to the supplemental insurance plan. Nothing was ever covered.After learning about this late last year, I contacted Anthem, and got them to review the situation. I also contacted the Benefits ****************************** (****). The **** told me that it was the responsibility of the secondary insurance to set up crossover with the primary insurance, so that anything billed to the primary insurance would be also billed to the secondary insurance. Anthem admitted their mistake, and told me that they would set up the electronic crossover, but that it would take 90 days to take effect. At that point, I was told, we would be able to re-run all of my moms past claims and ensure she was covered.A few weeks ago, I checked back in on what was happening here. Nothing had changed. My mom had continued to pay her premium, but Anthem never covered anything, nor seemingly attempted to set up the electronic crossover. When I asked about being escalated to a higher tier of support to rectify the situation, I was told that that wasnt possible. My mom is chronically ill, with lots of claims, so that wasnt going to be *********** mom and I cancelled her plan and requested all of the money she paid them in premiums back, because she paid them over $4,000, but never received a single benefit, from a plan that was never set up properly. Anthem has communicated that they will refund a single month of the ********** mom is disabled and on a fixed income. She was taken advantage of by Anthem and deserves her money back.

  Business Response

  Date: 04/14/2025

  ***** *** **** *** ******* ********************* ********** ****** ****** ********* ******* ************************************ ********************* **** ****** ******* ******* ******** *** ******** ********* *** **** **** ********
  
  Dear BBB:
  
  This is in response to your correspondence dated April 8, 2025, regarding the above referenced member.
  
  Due to federal laws pertaining to the **************** Portability and Accountability Act (HIPAA) and the Protected Health Information (PHI) portion of it that went into effect April 14, 2003, we cannot relinquish information without proper authorization.  Therefore, we will be addressing the concerns in question and responding directly to ******* ********. 
  
  I trust that the information provided will aid in resolving your concerns and want to thank you for the opportunity to assist you.  Should you have any additional inquiries, please do not hesitate to contact me at ************** or at ***************************************************.
  
  Thank you for your concern.
  
  ***** **** ***************** ******* * ******** *********** ******* * **********
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  I strongly object to Empire BlueCross BlueShields ongoing practice of requiring detailed psychotherapy progress notes to justify CPT code ***** (53+ minute sessions). This creates an undue administrative burden on providers and undermines clinical judgment. As a licensed mental health professional, I am trained and authorized to determine the length and type of care my patients need. Repeatedly demanding notes to prove medical necessity for ***** is not clinically justifiedit is a cost-containment measure disguised as policy.There is no valid rationale for treating 53+ minute sessions as extended. Most therapists are trained to conduct 5060 minute sessions. Shorter sessions are often insufficient for clients with trauma histories or complex emotional needs. Through denials and audit threats, providers are being discouraged from using the code that best reflects the care being delivered. This erodes trust in clinical decision-making and places insurer profit over patient outcomes.Requiring providers to submit detailed notes for every ***** session is ethically questionable. It implies we are not trusted to use our professional judgment and unnecessarily expose sensitive client data. This violates the spirit of mental health parity and disrupts the therapeutic process.If physicians were told a 60-minute exam was too long to be reimbursed, there would be outrage. Mental health care deserves the same respect. I urge Empire BCBS to reconsider this policy and support administrative practices that align with clinical standards and ethical care. I urge Empire BCBS to reconsider this policy and work collaboratively with providers to ensure that administrative practices align with ethical standards, clinical reality, and parity requirements.

  Business Response

  Date: 04/07/2025

  Please provide the providers Tax ID # and the *** number so we can get the providers information to our provider escalation department. Also, are there any claims impacted? If so, please provide the claim information.

   

  Thanks,

  ***** 

• Initial Complaint

  Date:04/03/2025

  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.

  I switched my ******** to Anthem for 2025 because they have promised certain amenities such as over-the-counter products and food. I was informed of several places I could use my Nations Benefits card and I chose *******. Went to *******, the app on phone said products were eligible. I went to register to check out, ******** system declined the order/purchase. Told me to contact company because they must have a problem with their system. When I pulled up my account it showed Nations Benefits deducted the amount even though I didnt receive the products. I called Nations Benefits 4/1/25 which is a benefit from Anthem & was told that they had a problem with their system and the entire amount of $85.00 would be credited to my account immediately, and I could go back to the store on 4/2/25 to use my benefits that was a lie. I called Nations Benefits 4/2/25 was told it would be taken care of immediately. I asked if I could speak with a supervisor they put me on hold for 20 minutes came back to the phone. Said Supervisors busy took my number. Said Supervisor would call me later that day Supervisor never called. I checked my account again and they still have not refunded the $85.00 I feel like its all a ********** dont seem to care about the customer.Its just not right to promise a product/service and not deliver on the promise. When you call ************** Nations Benefits they say quality is very important to them, but I guess these companies can say and do whatever they want and never really have to follow through to make a bad situation right.

  Business Response

  Date: 04/07/2025

  ***** ** **** *** ******* ********************* ********** ****** ********* ********* ******* ************************************************************ **** ****** ******* **** ****** *** **** *** ******* *** **** **** ********
  Dear BBB:
  This is in response to your correspondence dated April 3, 2025, regarding the above referenced member.
  Due to federal laws pertaining to the **************** Portability and Accountability Act (HIPAA) and
  the Protected Health Information (PHI) portion of it that went into effect April 14, 2003, we cannot
  relinquish information without proper authorization. Therefore, we will be addressing the concerns in
  question and responding directly to **** ******.
  I trust that the information provided will aid in resolving your concerns and want to thank you for the
  opportunity to assist you. Should you have any additional inquiries, please do not hesitate to contact me at
  ************** or at ***************************************************.
  Thank you for your concern.
  ***** ****
  ***************** ******* * ******** *********** ******* * **********

  Customer Answer

  Date: 04/15/2025

  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:03/13/2025

  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.

  My company uses Blue Cross Blue Shield along with ******** for prescriptions. 1. The ******** app does not work 2. Nobody is answering customer support with ******** 3. My daughters much needed prescription is not supported and now we have to get an exception which may or may not even happen. 4. We received very little notice that this situation would happen and now there is a lapse of medication 5. There is now a possibility that my daughter will have to go to the hospital for if she goes into crisis.

  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:03/11/2025

  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.

  Anthem did not provide service in January 2025 for health insurance but cashed my check of $595. They offered a refund when contacted in January but it has been 3 months without a refund and I spent over 7 hours on this already without resolution from Anthem.details Service not rendered for January 2025 but cashed check.Called on 1/15/25 spoke w ***, created case number IC4355203. Said refund will be issued 5-7 business days.Called on 1/22/25, they said this was processed and another 10 business days are needed.Called on 2/4/25, no status and no check received, *** advised to wait more.Called 2/11/25 spoke w **** gave me check number ********** who confirmed this check is not cashed yet.Called on 3/11 spoke w ****** who confirmed all of the above but still could not help.

  Business Response

  Date: 03/11/2025

  please be advised that member authorization is needed before we can address the members concerns. 

  Thanks,

  ***** *. 

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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 was forced to take them awful health insurance and after only picking up 2 prescriptions in Jan they told me I had hit my prescription coverage max of ***** which is absurd bc there should be No max prescription coverage at all!!! The medications I take are. Absolutely necessary as I have a a deliberating autoimmune disease called psoriatic arthritis I cannot pick up my prescriptions because of this new prescription cap had I known I would have never forgotten this insurance.Because I cant afford to pick up my prescriptions or they want to pay me to pay out-of-pocket thousands of dollars which I cannot afford again, prescriptions are mandatory for me to take every single day and every single month. Im being charged 600 $802,000 for prescriptions that I need and unable to because I cant afford its legal. Nobody should have any prescription caps. I need to get my prescriptions and I need them to be covered.

  Business Response

  Date: 03/11/2025

  Please be advised that member authorization is needed before we can address the members concerns. Refer to attached letter.

  Thanks,

  *****