Complaints

• Initial Complaint

  03/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gave these scam artists around 20K in premiums during two periods over the past decade. Never filed a claim. Due to recent health issues, it appeared I would probably be denied, but until I filed a claim after I had paid everything upfront, couldn't say for sure. This is and expensive procedure and for this so called "Christian" healthcare to leave me hanging with no assurances was unacceptable, so I was forced to buy traditional healthcare insurance. I want my premiums back from these scam artist!

  

  Business response

  03/04/2025

  Hello ****,

  We appreciate the opportunity to respond to your concerns. 
  
  *** is a voluntary health cost sharing ministry, not insurance. Upon joining, all members must fill out a Checklist of Understanding which acknowledges that you understand that *** cannot guarantee reimbursement and that participation is based on the *** Guidelines. By signing this checklist, you agreed to abide by our Guidelines.
  
  Upon reviewing your membership, we found no record of medical bills submitted for sharing consideration. We can't assess medical bill eligibility without reviewing your medical bills; however, *** does have sharing provisions available for eligible maintained pre-existing conditions (Guideline Section IV). When you reached out prior to canceling, we informed you of these options.
  
  As *** operates as a faith-based, nonprofit cost-sharing ministry, monthly contributions are not insurance premiums and are used to support members medical expenses. Because of this structure, *** does not offer refunds on membership contributions.
  
  We are truly sorry that *** did not meet your needs, and we appreciate the time you spent as part of the ministry. If you have any further questions, please feel free to reach out by calling ************.

  *** Staff

• Initial Complaint

  03/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a member of Christian Healthcare Ministries and in good standing. In August of 2024 I had a cracked tooth that was pulled as it could not be repaired. After 4 days I developed an infection in my lower jaw and neck. I went to the emergency room and was immediately admitted to the hospital as there were 3 abscesses in multiple locations in my neck that were infected causing inflammation and difficulty breathing. I had emergency surgery the same day and remained in the hospital for 4 days to insure the infection had cleared to prevent the risk of additional procedures. Christian Healthcare Ministries is denying the reimbursement of these claims stating that dental procedures are not considered reimbursable expenses. To be clear, I did not submit any of the dental expenses I paid for the work done, only the medical expenses related to the emergency room visit and the surgery performed in the hospital after I was admitted. I am not asking for any dental costs to be reimbursed, only the medical costs incurred. I provided all the necessary documentation including itemized statements from the doctors and hospital including the relevant procedure codes as per the Christian Healthcare Ministries requirements. I am asking for assistance in holding Christian Healthcare Ministries responsible for reimbursement of the true medical costs incurred as stated in our agreement.

  

  Business response

  03/06/2025

  Hello *****, 

  We understand your frustration, and we appreciate the opportunity to respond to your concerns.

  After a thorough review of your membership and medical bills, we may be able to share portions of your emergency care costs. A staff member is in the process of reaching out to you directly to discuss your situation in more detail. 

  In the meantime, you can reach us at ************ if you have any questions or concerns.

  Thank you for your patience as we reviewed your submission.

  Blessings,
  CHM Staff

• Initial Complaint

  02/20/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I subscribed their membership for the medical sharing programs since June 1, 2024. I didn't have any illness or was diagnosed with any illness prior. However, as I had slightly higher cholesterol last couple of years, I was recommended to do a cardiac scan test, which I did in May, 2024. Upon the result, my family doctor suggested me to take some preventative medications, which I refused to do , as I was not diagnosed with a disease. Then I thought I needed to see a specialist to see whether I have the illness and need to take care of it. The cardiologist asked me to do two tests which showed no issues. Though they still asked me to take medicines as preventative measures, but I didn't think it's necessary, as I was not convinced. Because of these tests and visits to the specialists, there were some medical bills which met their sharing criteria. I therefore submitted my sharing request in August last year, and provided all bills by the end of October last year. After their lengthy processing, I received a notice from them today stating my request was denied. They said my case was having a pre-existing condition, and also still active, therefore the sharing was not covered. Their classifications/definitions were just not clearly stated or defined, really confusing. When I subscribed their membership, I didn't think I was explained well in these definitions, or asked necessary questions. Even I reviewed their guidelines after I received member's booklet, I didn't notice those terms of active or maintenance whatsoever under the pre-existing conditions. And I also didn't think I have any pre-existing conditions needed on-going maintenance treatments. Preventive care was not the same as treatments. It seemed they played puzzles on these terms and conditions. They charged quite high the membership fees, but didn't do anything on member's needs. These were much worse than an insurance company. I felt completely cheated. Can't believe they even serve to **********.

  

  Business response

  02/25/2025

  Hello ********,

  We’re sorry to hear about your experience, and we appreciate the opportunity to clarify.

  CHM is a health cost-sharing ministry, not insurance. As such, all medical bills are shared in accordance with the CHM Guidelines, published on our website and available to all CHM members. The Guidelines are for fairness and consistency for all CHM members. These Guidelines outline how pre-existing conditions are handled. Based on our review, your medical need was considered active pre-existing because the symptoms and testing that led to your recent treatment began before your membership start date, as was your referral to see a cardiologist. While CHM does offer sharing for pre-existing conditions documented as maintained, conditions actively needing testing or treatment upon joining aren’t eligible for sharing.

  We hope this offers clarity. If you have any questions, you can reach out to our Member Services department at *************

  CHM Staff

  Customer response

  03/02/2025

  I have reviewed their response on my claim against them, and I completely disagreed with their explanation. 

  First, if they have so many conditions for sharing eligibility, they should explain well to the person who wanted to join. Also, they should screen the members strictly before enrolling them in, e.g. by providing the questionnaire etc, thus they can put the members in the right categories and explained to them what can be shared, and what can't. However, they didn't do any thing of these. Rather, I was just asked whether I had any pre-existing conditions (I considered not, as I was never diagnosed with any illness), and then what were the sharing criteria etc (limits and timing etc). The staff never mentioned or explained what could be considered as pre-existing conditions, and those requirements on active and maintenance situations etc.

  Therefore, I felt they misled the members, and I would still consider their practice as a fraudulent one, i.e. either by cheating intentionally or not being responsible for providing good, transparent, and adequate service. 

  On the other hand, even per their definition on the pre-existing conditions, I should not be considered as having one, as I was never on any treatments or maintenance medication regime whatsoever. Their classification on these was just not easily understood, and really confusing. 

  Because of above, I was so shocked when I was told my sharing request was rejected after their months of processing, as I never had any knowledge about the active or maintenance whatsoever for pre-exisiting conditions. Therefore, I still insisted it's their responsibility for not doing enough for members to understand well on their requirements and conditions.

  Therefore, I asked them to refund me with all the membership fees paid. If I know the situation and requirements, what's the point I used their program? I could have selected other insurance programs.

  I hope BBB can understand my situation and the problems and their conduct with CHM business, and could help get a good solution out of this.

  Thank you.

   

  Customer response

  03/02/2025

  I have reviewed their response on my claim against them, and I completely disagreed with their explanation. 
  First, if they have so many conditions for sharing eligibility, they should explain well to the person who wanted to join. Also, they should screen the members strictly before enrolling them in, e.g. by providing the questionnaire etc, thus they can put the members in the right categories and explained to them what can be shared, and what can't. However, they didn't do any thing of these. Rather, I was just asked whether I had any pre-existing conditions (I considered not, as I was never diagnosed with any illness), and then what were the sharing criteria etc (limits and timing etc). The staff never mentioned or explained what could be considered as pre-existing conditions, and those requirements on active and maintenance situations etc.
  Therefore, I felt they misled the members, and I would still consider their practice as a fraudulent one, i.e. either by cheating intentionally or not being responsible for providing good, transparent, and adequate service. 
  On the other hand, even per their definition on the pre-existing conditions, I should not be considered as having one, as I was never on any treatments or maintenance medication regime whatsoever. Their classification on these was just not easily understood, and really confusing. 
  Because of above, I was so shocked when I was told my sharing request was rejected after their months of processing, as I never had any knowledge about the active or maintenance whatsoever for pre-exisiting conditions. Therefore, I still insisted it's their responsibility for not doing enough for members to understand well on their requirements and conditions.
  Therefore, I asked them to refund me with all the membership fees paid. If I know the situation and requirements, what's the point I used their program? I could have selected other insurance programs.
  I hope BBB can understand my situation and the problems and their conduct with CHM business, and could help get a good solution out of this.
  Thank you.

  Customer response

  03/02/2025

   I am rejecting this response because:
  
  1. They didn't do enough before accepting a member into their programs by explaining well on their requirements;

  2. They mislead the member with the information provided.

  3. Therefore, I still requested they refund me with all member fees paid.

   

  

  Business response

  03/03/2025

  Hello ********,

  The CHM Guidelines are available to all members both before and after joining CHM. When you completed your online application, you signed our Checklist of Understanding, agreeing to abide by our CHM Guidelines. These Guidelines were available to you online, and we also mail a physical copy to new members. It's members' responsibility to review the Guidelines, and we encourage members to pay extra attention to any sections that may affect them, including pre-existing conditions. We are unable to make exceptions, as this would be unfair to all members who follow our Guidelines.

  Please call us at ************ to discuss this situation further.

  CHM Staff

  Customer response

  03/03/2025

   I am rejecting this response because:
  

  I didn't remember whether I filed the application online or just by your staff. Anyway, I didn't remember I signed the checklist of understanding the guidelines. It's your staff's responsibility to explain well to the person who wanted to join on all the conditions and requirements. I did receive a booklet from you after I joined, and briefly reviewed. Who can review every page and understand all the conditions, especially noticed the "active" term? You played the tricks with your programs, and hiding those requirements in your documents, but not being able to disclose in details to the member before they planned to join. I didn't see all these conditions and requirements from your staff when I requested the information to review (from emails).

  
  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They won’t pay my wife’s medical bills they say it is pre existing condition when she fell in March of 2023 we had good insurance then but I was paying 1,025.00 a month for the insurance but it was good insurance so I went to Christian Health Care Ministry’s in January 2024 she went to the doctor in February we went all over the place with different doctors and they couldn’t figure out her problem so we went to Ohio State in October they new right away that it was ALS so they don’t want to pay anything they are far from Christians

  

  Business response

  12/05/2024

  Hello ****,

  Thank you for reaching out with your concerns.
  
  We conducted a thorough review of your medical bills and your medical records; the situation was complex and, as such, warranted a deeper dive. We found that—while some bills remain ineligible for reason of being active pre-existing—a significant portion of your medical bills can be shared as regular or as maintained pre-existing conditions. 
  
  Someone from our team will be reaching out to you via phone call shortly to provide you with a detailed explanation, and they'd be happy to address any questions or concerns you may have. We appreciate your patience and the opportunity to assist you. 

  Blessings,
  CHM Staff

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $ into my prenatal care while I was an active member of chm. My husband left me in July and I consequently had to cancel with chm when I went on Medicaid. I called them today and was told that they will not be covering what I did pay for my prenatal care while I was active with them because I’m no longer active anymore because they are not a “typical insurance company” and don’t abide by the same rules. Regardless of this, there is no reason they shouldn’t be covering what I paid while I was active. To me this is deceptive and I’m extremely upset that they are telling me they aren’t even covering what I did pay while I was active.

  

  Business response

  11/25/2024

  Hello ******,

  As you mentioned, CHM is not insurance; we're a ministry that abides by the CHM Guidelines. These Guidelines—our governing authority on medical bill eligibility—state the following (Guideline II.G.1-2):

  1. Eligible medical costs cannot be shared unless the membership is continuous and current with all financial contributions through the entire sharing process.
  2. Upon cancellation, medical bills previously incurred but not yet submitted or shared will not be eligible for reimbursement.

  I took a moment to review your membership, and I saw that you requested to cancel your membership as of 7/31/2024 and submitted your medical bill 9/4/2024. Based on this, your medical bills are ineligible for sharing. We must abide by our Guidelines to keep consistency and fairness to all members, and we cannot make exceptions.

  If you'd like to discuss your situation more in depth, you can call us at ***** ********. We'd be happy to help answer any questions you may have.

  CHM Staff

  Customer response

  11/25/2024

   I am rejecting this response because:
  
  This bill was paid before I cancelled. There is no reason it should not be covered as the paid date was prior to cancellation. That is not a moral practice at all. 

  

  Business response

  11/26/2024

  Hello ******,

  Our information about staying active through the sharing process is available upon joining, and you were informed about it again upon cancelation (see cancelation letter). 
  
  You agreed to abide by the CHM Guidelines when you signed the Checklist of Understanding upon joining. As a reminder, our Guidelines state the following (Guideline II.G.1-2):
  
  1. Eligible medical costs cannot be shared unless the membership is continuous and current with all financial contributions through the entire sharing process.
  2. Upon cancellation, medical bills previously incurred but not yet submitted or shared will not be eligible for reimbursement.
  
  Whether your bill was paid by you prior to canceling does not change these Guidelines. We must abide by our Guidelines to keep consistency and fairness to all members. 

  CHM Staff

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted a claim many many months ago and filled out and provided all the CHM recommended forms for my son’s injury in 2023 during a youth football game. I still have not received the Promised gift from CHM. CHM now is asking for a signed waiver or some document from the youth football organization stating they are not responsible for my son’s injuries. I have explained to them there is no waiver and no other document to submit. They refuse to submit the promised gift for reimbursement of our medical costs. They continue to take over $800 per month to keep service, which we are not getting anyway. This is definitely not a Christian way of doing business.

  

  Business response

  05/17/2024

  Hello ******,

  We'll be happy to continue processing your son's submission once we receive the necessary documentation.

  We process medical bills according to the CHM Guidelines, and the CHM Guidelines designate CHM as a secondary payment source, meaning other payment sources must be used before CHM will reimburse any eligible medical bills. Because of this designation, we require a waiver from your son's football team that shows they are not responsible for any injury acquired while participating on the team. 

  CHM is a ministry, not insurance. As such, we don't enter contracts with members or make promises. Rather, members voluntarily choose to participate in the sharing of each other's medical bills, taking on the calling to carry one another's burdens. 

  For more information on the type of documentation we need, please contact us at ***** ********. We look forward to processing your medical bills in accordance with our CHM Guidelines.

  Blessings,
  CHM Staff

  Customer response

  05/21/2024

  After much digging, which I should not have had to do we found the waiver and it is uploaded to this site.  The process should be much more straight forward for members and not such a hassle.  
  
  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has now been 6 and a half weeks since I contacted them about my need for thoracic disc surgery. They are not responding to my questions or getting back to me with an answer. So they are just leaving me in pain and limbo! I have given them all the medical information their stated forms require as well as their esoteric requests that were requested more than a month ago. In the meantime. I am in pain with multiple thoracic herniated discs and have other issues that require attention! Please see the letter and supporting attachments which I emailed a week ago on 4/12/24 with no response from them.

  

  Business response

  04/22/2024

  Hello *****,

  Thank you for your patience as we review your medical information. As we previously communicated, because sharing related to your ongoing disc condition had reached the allowable lifetime max, we needed to review your medical records to determine whether this new surgery could be processed as a separate condition or whether it was related to your ongoing condition. I received confirmation from our Eligibility Review Team that they are actively reviewing your medical records, and you should be hearing a determination from them very shortly.

  Please reach out to us at ***** ******** if you have any further questions.
  CHM Staff

  Customer response

  04/23/2024

   I am rejecting this response because: it is negligent to fail to respond to a person who is in need of surgery. You have had since March 6th, 2024 to consider your response and you had told me on March 27th that I would be contacted the next week. Also, had you read my letter you would see that CHM was the one who indicated that each surgery was a separate issue by the fact that YOUR paperwork requires each incident to be registered on it's own separate form. There are multiple issues here. 1) CHM's negligence in answering a member who asks for further information and to speak to a doctor there who is making decision based on medically inaccurate questions. Example: requesting multiple MRIs to prove distal herniations are related as such a thing is impossible. 2) Further medical attention is required for my neck after surgery. 3) I am in need of a thoracic surgery which not only should be covered under the gold level of membership but CHM Plus, as well, which has no lifetime limit. 
  
  
  

  

  Business response

  04/26/2024

  Hello *****, 

  You are correct that we request new paperwork for each incident a member submits. However, if all incidents stem from the same health issue, they’re considered part of the same “illness” according to the CHM Guidelines. After reviewing your medical records, it was determined that all of your incidents were related to the same underlying illness.  

  Each illness has a lifetime max of $125,000 unless the member participates in CHM Plus. For CHM Gold members with CHM Plus, illnesses no longer have a lifetime max. However, you cancelled your CHM Plus participation in September of last year. We do have a record of you renewing your CHM Plus participation in March of this year, but because you cancelled it in the middle of an active illness, that illness is now considered pre-existing to CHM Plus according to the CHM Guidelines and is no longer eligible for CHM Plus sharing.  

  Based on processing errors on our end, we extended a one-time exception and shared over $80,000 worth of medical bills above your lifetime max. This extended grace came with the caveat that no further bills for your illness would be eligible due to exceeding the lifetime max.  

  We needed to carefully examine your medical records to make sure we were processing your bills according to our CHM Guidelines. Abiding by our Guidelines maintains accuracy, accountability, and protection for all members. 

  Please reach out to us at ***** ******** if you have any further questions. 
  CHM Staff 

  Customer response

  05/03/2024

   I am rejecting this response because it does not make sense to call neck and lumbar vertebra herniations "ONE" illness. I emailed your eligibility department and, as usual, I was told a response would be forthcoming and it has not been. I feel you do not understand that I am in great pain. I canceled the CHM Plus in September --after paying faithfully for 4 years--because of serious financial problems. It was a matter of literally choosing between less groceries or upkeep of that that extra charge. As soon as I was able to reinstate and pay for CHM Plus, I did, of course. On top of being in a horrible financial situation, and needed surgery and having on going pain, CHM is telling me all disc impingements are one illness?! I do not understand how that makes sense. You have left me in a profound state of despair and depression. 
  
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I taught a Financial Peace University class at my church in February/March/April 2023. While teaching the class I became aware of CHM. My wife and I dropped our **** health insurance in July 2023 and picked up CHM Gold w/ Brother's Keeper option. I got a new gastro doc in August as mine retired. As a new client he wanted to perform an endoscopy since it had been 10 years since my last one. That was done in September 2023. After several emails, chats and phone calls (since this was my first submission) all paperwork and billing were turned in during November 2023. As of today, March 25th I have received $0 in reimbursements. I email them every week and they always state they are waiting for more paperwork from the doctor. When I call the doctor's office they continue to tell me they have received no calls or faxes asking for more paperwork. I continue to ask CHM what they need. They continue to state they want more patient history. I continue to tell them that I have no history there as I am a new patient. They also told me that if I drop coverage now they will not reimburse me for my 2023 expense! Don't even get me started about my wife's attempt to go to ***** ******* to see a specialist. They informed us that they do not accept CHM at any hospital or remote location and do not accept any patients who only have CHM insurance. When I called CHM to ask about this they stated that they had no idea that ***** ******* would not accept her as a return patient with CHM as their insurance provider. Now ** is not some local yocal hospital in the middle of nowhere. We CANNOT be the first member to get refused service there because we have CHM. There is no way they couldn't know this. So we have returned to **** and are now paying premiums to BOTH insurance companies while waiting for our 2023 claims to be reimbursed. Today they notified me they are not paying for my test as I was treated for **** for many years...totally false.

  

  Business response

  04/08/2024

  Hello ****,? 

  We appreciate the opportunity to respond.? 

  We understand your frustration with the delays in processing your bills. We made a request for medical records in January and sent another request in March when we hadn’t heard back from either you or your provider. We finally received those medical records 4/3/24 and immediately processed your medical bills as soon as they were received.? 

  We do offer sharing provision for pre-existing conditions that are maintained and not actively receiving testing or treatment at the time of joining. However, per the CHM Guidelines, pre-existing conditions that are actively undergoing testing, treatment, and symptoms upon joining are ineligible for sharing. The medical records were requested because you started your membership as of 9/1/2024, and you received an ********* 9/13/2024. *********** are typically ordered when ****** issues are present, which is why we needed to verify that symptoms/treatment did not occur before your start date. Medical records verified that this ********* was ordered by your healthcare provider for an ongoing condition?less than one month prior to joining CHM, making your submission ineligible for sharing. ? 

  In regard to your wife’s difficulty at **** *******, there are laws in the state of Maryland that prevent health cost sharing ministries from providing upfront payment for members who need surgery. CHM would be happy to work with your wife to help her locate a high-quality provider through our new solution, Advantage Care Solution, and make sure she gets the care she needs. By using Advantage Care Solution, she would also get a $1,000 credit for her Personal Responsibility. You can contact them by emailing [email protected], and they’d be happy to help in any way they can.?? 

  We wish you well,? 
  CHM Staff? 

  Customer response

  04/09/2024

   I am rejecting this response because:

  
  I called your company before dropping **** to inquire about pre-existing conditions.
  I was told that as long as we were not being actively treated for a condition then we were fine.
  I was not treated for ******** or **** by anyone.
  I took over-the-counter ******** for 20+ years and had no issues at all.
  My new doc wanted to check to make sure all was good as a new patient…period.
  That’s why he ordered the procedure.
  He was not treating anything but doing due diligence on me as a new patient.
  
  You did not reach out to their office until I got involved…the 3rd time.
  Your organization is a disgrace to the word “Christian” and you are more like Lucy with the football and I’m Charlie Brown.
  You all should be ashamed of yourselves.
  
  As far as ***** ******* and all affiliated hospitals not accepting her as a return patient because we had CHM as our insurance goes...if you want to go to some unheard of health care provider for heart problems go ahead.  We switched back to **** so we could choose the best provider and not be told by a company like CHM where we can and can't go.  I'd rather pay high premiums and go to a preferred provider that we pick.

  
  

  Customer response

  04/09/2024

  BTW...keeping your clients hostage by telling them that they have to continue to pay monthly premiums in order to receive any money due from the prior year is just not right.  You string clients along for months on their claims and tell them they will receive NOTHING if they don't maintain current coverage.  Of course, you then deny their single claim they ever made 6 months later so you pay out nothing and keep the extra 3 monthly premiums to line your greedy pockets...nice!

  

  Business response

  04/15/2024

  Your medical records, provided by your healthcare provider, indisputably show that the testing performed two weeks after your CHM start date was ordered less than one month prior to joining, which is the CHM Guidelines definition of an active pre-existing condition. All medical bills are authorized according to the CHM Guidelines, and the CHM Guidelines are clear that active pre-existing conditions are ineligible for sharing. We are unable to share for medical bills that are ineligible according to our Guidelines in order to maintain consistency and fairness to all members.
  

  CHM does not tell its members where to receive healthcare—we have no provider network. CHM is a health cost sharing ministry, and as such, we reimburse medical bills. There are cases where we can provide upfront payment ahead of time (which is commonly required with surgery), but the state of Maryland, in particular, has legislation that doesn’t allow us to provide upfront payment.
  

  In these cases, we do provide guidance and tools to locate high-quality providers best suited for your particular needs. Even so, we will never force members to use specific providers—this is only an additional option we provide.

  We wish you well moving forward,
  CHM Staff

  Customer response

  04/16/2024

   I am rejecting this response because:
  

  The worst decision was dropping existing **** coverage due to cost and starting with CHM.  I talked to your representative about all of this but it doesn't matter at this point.  The fact that you hold your members captive once they decide to go back to their previous insurer by not paying one penny towards medical expenses incurred while active members UNLESS you continue to pay premiums is a disgrace.  I believed your BBB rating before starting with CHM.  I should have done more research by actually going to BBB and reading reviews but I did not.  That is a mistake I won't make again.  

  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We are getting hopeless with the inactivity of this company. They manage to get the money ( membership / premium ) out of our account on time , we pay them on time , but they are being awful on paying our claim . We had the procedure start 04/18/2023, have submitted all the paperwork some of it 3 times , and every time we do thif find a new slue pf paperwork for us to file . It is hurting our money affairs. . The last paperwork we uploaded a week or to ago , and that was the last thing they needed, and of course followed with a letter that they needed another 4 pieces of paper. I am almost feeling that this is a fraudulent organisation and they have no intend to do what is needed ! We are at our whits end, and every time we complete the request for paperwork there seems to be a new slue od paperwork demands . It is absolutely ridiculous. They keep requesting items we have already submitted !!!!! It feels like " stuff to keep us busy and for them not paying. We are paying oodles of money in interest ! We have submitted all bills immediately ( May-july 2023 ) as they became available to us. The amount owed is about $ ****

  

  Business response

  01/22/2024

  Hello ***,

  We're sorry for your frustrations with the sharing process, and I'm happy to provide some context as to why you're experiencing delays.

  Per our *** Guidelines, it is required that a Sharing Request Packet be filled out with all medical incidents. The required forms include a Sharing Request Form, an explanation as to how the incident took place, and a signed medical release form (HIPAA). Occasionally, we may request additional forms (not included in the Sharing Request Packet) be filled out, but this was not the case for your incident. 

  I reviewed your membership, and I saw we sent a request to fill out and submit a Sharing Request Packet in September. You submitted a Sharing Request Form, but the consent to release medical information (HIPAA) was not authorized. Without this release, CHM cannot process your bills (Guideline VI.B.2.a.3). We sent a second request for the Sharing Request Packet to be completed and submitted in December. At this moment, our system shows only the one incomplete submission. If you've been experiencing errors when attempting to submit your packet, we ask that you report these errors to us through our feedback survey (CHMinistries.org/how-are-we-doing).

  I have alerted our ************************** that you are experiencing issues submitting your forms, and someone will be following up with you shortly to help give guidance on the forms required and how to make sure we receive them.

  CHM strongly encourages members to give us a call when they have questions about their membership; our ************************** is always happy to help in any way possible. Please keep this in mind moving forward, especially if you experience issues with anything related to your membership.

  Blessings,
  CHM Staff

  Customer response

  01/23/2024

   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

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of Christian Healthcare Ministries for the last seven years. This year, they denied every claim I submitted, which totals almost $25,000. They have acted in bad faith. I have continued to pay the monthly contribution to the ministry, in good faith that the bills I submitted will be covered. However, they have denied each and every one. They claim that the treatments I sought for Lyme disease were not peer reviewed; however, they are. *** sited as their reasoning for denial as the treatments have not been researched and published in mainstream, peer-reviewed medical journals (Relative Guideline: Guideline V.E.2, p. 32 of the 2023 *** Guidelines). After reading the *** guidelines, my attorney has advised me that the *** treatment is both peer reviewed and published by the **************************************************************** (*****************************************), and therefore, meets their program requirements. Also, Nexlin Medicine prescribed doxycycline, which is the most common treatment for Lyme disease, and their ******** of **** team denied that claim as well. I would like the ministry to reimburse me for the medical expenses I have incurred and submitted. I have a very large file that includes all medical bills submitted to ***. Please feel free to reach out to me via email to gain access. Thank you for your help!

  

  Business response

  12/28/2023

  Hello *******,

  We appreciate the opportunity to provide clarity to your concerns.

  You mentioned that we've denied every submission you've sent us, but this is inaccurate; there are a few submissions that have not fully been processed because we're missing important information. CHM asked that you submit Sharing Request Forms specific to your 2023 L Arm Laceration and your 2022 Retinal Tear incidents (Guideline VI.B.2.a).These requests were first made on 10/16/23 and 10/4/23, respectively. We did not receive these forms in response to our request. Additionally, it appears that you had an emergency room visit on 06/04/22 with a diagnosis of pedal edema. This, too, can be considered for sharing once we receive the proper Sharing Request Forms. We've sent multiple requests for these items, and as soon as we receive the necessary forms, the bills will be processing in accordance with CHM Guidelines.

  There are, however, other submissions that will not be eligible for reimbursement. A few bills/incidents did not meet the incident qualifying amount of $1,000 for your CHM Gold membership. Additionally, CHM cannot share the cost of your treatment for Lyme disease. Based on the itemized bills we have on file, your doctor began treating you on 08/02/22 with supportive oligonucleotide therapy (SOT) and a variety of supplements. The supplements, which are ineligible for sharing for any condition (Guideline V.C.1.b.2 and V.E.9), continued throughout the year. SOT was again administered on 08/24/23, along with LDN titration and ivermectin earlier in the year.Neither of these medications are considered part of a conventional medical approach to treating Lyme disease. The ****************** of ****** concluded that more research is needed to determine the effectiveness of SOT in treating Lyme disease. At present, this treatment is considered an experimental alternative approach.

  We must abide by our Guidelines in the processing of your Lyme disease incident; However, we do look forward to processing your eligible medical expenses upon receipt of your required forms.

  Blessings,
  CHM Staff

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