Complaints

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

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• 

  Independence Blue Cross

  1901 Market St Philadelphia, PA 19103-1480

  
• 

  Independence Blue Cross

  PO Box 41820 Philadelphia, PA 19101-1820

  
• 

  Independence Blue Cross

  PO Box 190 Dunmore, PA 18512-0190

  
• 

  Independence Blue Cross

  Union Center Plaza 840 First St NE Washington, DC 20065-0001

  
• 

  Independence Blue Cross

  1901 Market St Fl 13 Philadelphia, PA 19103-1463

  

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:07/28/2022

  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.

  Since May 2022, I have been trying to provide IBX with a completed HIPPA form so that my wife has permission to discuss and pay my account. I have emailed. I have called. Every interaction is frustrating, and the rep is inept. I am put on hold. I wait for 20+ minutes each time. It's pure pain to try to make a payment. It is because my wife created the online account but she is no longer on the policy. I have told them they need their IT Team to fix the profile, reset it or completely delete it for me to create a new profile but no one gets it. SO, I am just at my wits end.

  Business Response

  Date: 07/28/2022

  **************,

  Attached is our acknowledgement letter and HIPAA consent form to be completed by the complainant.

  In the interim, we will begin our investigation and respond to the complainant directly.

  Thank you for bringing this matter to our attention.

  Tedra 

  Customer Answer

  Date: 08/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** And ***********************
  
  

• Initial Complaint

  Date:07/27/2022

  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.

  I purchased insurance from IBX thru ******.com before I knew I would be eligible for ********* When I was approved for ******** I contacted ****** and IBX to cancel the plan, prior to Dec. 31, 2021. I received cancellation notices but never got my refund. When I finally got someone on the phone they told me I had an issue that was not resolved from Dec. 2016 into Jan. 1, 2017. They said the plan I had at the time had not been cancelled and the only way I could get my money back is if it was cancelled. With alot of time on the phone, the plan from 2016/2017 was cancelled and I am in receipt of the cancel notices from IBX, however, they still have not issued my refund. I do have a contact person and phone number from IBX but that person is not responding to my emails or my calls.

  Business Response

  Date: 07/28/2022

  Dear *************:                       
  
  I am writing to acknowledge receipt of the July 28, 2022, correspondence you addressed to ******************************************, Managerof the Executive Inquiries Department.
  The concerns presented by ****************** are being reviewed, and will be addressed upon finalization of our review.
  
  As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, is would be necessary for ************ to complete the attached HIPAA Authorization Form.
  *************, thank you for bringing this matter to our attention.
  

  Sincerely,

  Rasheeda H**********

  Customer Answer

  Date: 08/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  the first check they claim was sent was received but it has been voided and cannot be deposited.  I have yet to receive the replacement check, it was supposed to be mailed to me on August 2 but I still have yet to receive it.  Once I have the check and it has cleared I will accept the business' response.
  
  Regards,
  
  ***************
  

  Business Response

  Date: 08/23/2022

  Dear **************, 

  We will be in direct contact with the member as a HIPAA authorization form was not completed and received. 

  Sincerely, 

  Rasheeda

• Initial Complaint

  Date:07/22/2022

  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 purchased a plan thru the ****** website because I was not sure I would be eligible for ********* as it turned out I was and I cancelled the plan thru ******. When I tried to get a refund I was advised that I had an open 'bill' from Jan. 2017 even though I was covered on ********* At the end of it all, IBX wanted the exchange to terminate the policy from 2017 so they could issue my refund for Dec. 2021. I have since received all the documentation directly from IBX that they needed to issue the refund but the person I have been corresponding with has refused to answer my calls or my emails. I am happy to provide additional details and the documents that they required.

  Business Response

  Date: 08/18/2022

  Dear **************,

   

  We have already responded to this complaint requesting a HIPAA authorization. 

  Please be advised that we have also been in direct contact with the member. 

  Thanks you, 

  Rasheeda H**********

• Initial Complaint

  Date:07/18/2022

  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 11/02/21, I started receiving collection notices from *********** ********** ******* regarding ******* ***** billing charges. ******** ***** failed to submit their claims to my insurance carrier Independence Blue Cross. To date, ******* ***** still has not submitted charges for dates of service 06/08/19 and 06/15/19. I received a bill from the provider on 6/18/2020. On or about June 20, 2020, I contacted ******* ***** and advised that my health insurance carrier never received the bills. I walked into ******* ***** to dispute the charges and requested that they submit the charges to Independence Blue Cross with primary and secondary insurance information. I presented both insurance cards to ******* ***** at the time of service. I also informed ******* ***** that I did not have workers comp and that the claim should have been filed with my insurance carriers. ******* ***** gave me a copy of the bill and I mailed the document to Independence Blue Cross. I was informed by Independence that since ******* ***** was a contracted provider, they would have to submit the claims. The letter dated 11/02/2021, from ********** ********** *******, also confirms that Independence did not receive the claims for dates of service 06/08/2019 and 06/15/2019. I have been in contact with Independence and disputing the ******* ***** charges in the amount of $734.56 for over two years. Please see the chronology of events below. 06/08/2020 I received a bill from ******* ***** dated 06/18/2021 for dates of 06/08/2019 and 06/15/2019. I contacted ******* ***** and requested that they bill my health insurance carries. I contacted Independence Blue Cross for assistance and was informed to mail the detailed bill to their attention. 10/26/2020 I received a bill from ******* ***** dated 06/18/2021 for dates of 06/08/2019 and 06/15/2019. I contacted ******* ***** and requested that they bill my health insurance carrier. I contacted Independence.

  Business Response

  Date: 07/25/2022

  July 25, 2022 

  Dear *** *****: 
  

  Our Supervisor of the Executive Inquiries Department, Detra D***************, has requested that I acknowledge your recent correspondence regarding *** *****. The  
  purpose of this letter is to provide your office with an authorization form. 
  Compliance with the HIPAA Privacy Rule. The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an 
  individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy  
  Rule or other applicable law. PHI is individually identifiable health information transmitted or maintained in any form or medium (including written, spoken, or  
  electronic) related to: health care, health conditions, payment for care, and identity. The written approval, called an “authorization”, must contain certain required elements for us  
  to consider it valid under the HIPAA Privacy rule. 
  As such, we have enclosed an authorization form so that *** ***** can complete the form naming you and your office as an authorized recipient of her PHI. Upon receipt  
  and confirming the form’s validity, we can release our findings to you about the case. 
  *** *****, should you have any additional questions please contact me at ******** ****. I will be glad to assist you. 
  

  Sincerely, 
  
  Tedra F****** 
  Specialist 
  Executive Inquiries Department
  

• Initial Complaint

  Date:07/12/2022

  Type:Order 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.

  IBX has received in excess of 700.00 a month from me for more than 3 years. I have contacted IBX on a number of issues related to billing and benefits for my daughter dx with ********. I have tried to explain over and over that the benefits info I received in writing and also what IBX provides me online for my account do not match the info in IBX back office systems. As a result, I show eligible services I pay for and I am entitled to but their internal systems show otherwise. I work in financial services so I am familiar with process etc. There appears to be a system issue of which I cannot find anyone at IBX willing to resolve resulting in a breach of contract of what I am paying for and what they actually should be providing in exchange for monthly premiums. Additionally and more worrisome is the delay in services for my daughter. This is a very serious issue of which I have filed with the insurance commissioner in Pennsylvania as well.

  Business Response

  Date: 07/14/2022

  Dear **************:
  
  I am writing to acknowledge receipt of the July 13, 2022 correspondence you addressed to Detra D***************, Manager of the Executive Inquiries Department. The complaint was received in our office on July 13, 2022.
  
  As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, *** ******* may complete the attached HIPAA Authorization form.
  
  *** *****, thank you for bringing this matter to our attention.
  
  Sincerely,
  
  Jason S******, Specialist
  Executive Inquiries
  Independence
  1900 Market Street, 6th floor
  Philadelphia, PA 19103
  ###-###-#### 

• Initial Complaint

  Date:06/21/2022

  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 have had IBX Keystone Healthplan for years and autopay every month. My policy has always covered labs and pathologies 100%. An incorrect code was sent by my primary care physician to a lab, which was then filed with IBX. The codes originally said the tests were "not medically necessary or considered experimental" which is totally ridiculous considering they were standard tests via bloodwork ordered during an annual exam. We have since contacted IBX multiple times with correct codes via my doctor's office, to the the lab, it was refiled, and Independence is still refusing to pay the lab bill which has resulted in my being sent to collections for the first time in my life. I am turning 40 next week. IBX owes money to cover this bill and is refusing to pay or put in writing that they owe it or acknowledge the correct codes are being sent to them. I've called and am on an endless loop. 

  Business Response

  Date: 06/29/2022

  June 29, 2022 

  Dear *** *****: 

  Our Supervisor of the Executive Inquiries Department, Detra Davidson-Stewart, has  requested that I acknowledge your recent correspondence regarding *** *******. 
  The purpose of this letter is to provide your office with an authorization form. 
  Compliance with the HIPAA Privacy Rule. The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an 
  individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy  
  Rule or other applicable law. PHI is individually identifiable health information transmitted or maintained in any form or medium (including written, spoken, or  
  electronic) related to: health care, health conditions, payment for care, and identity. The written approval, called an “authorization”, must contain certain required elements for us  
  to consider it valid under the HIPAA Privacy rule. 

  As such, we have enclosed an authorization form so that *** ******* can complete the form naming you and your office as an authorized recipient of her PHI. Upon  
  receipt and confirming the form’s validity, we can release our findings to you about the case. 

  *** *****, should you have any additional questions please contact me at ###-###-####. I will be glad to assist you. 
  

  Sincerely, 
  
  Tedra F****** 
  Specialist 
  Executive Inquiries Department 
  

• Initial Complaint

  Date:06/10/2022

  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.

  I (***************************) had applied for and paid the initial health insurance premium payment of $260.28 on behalf of my 20 year old daughter (*************************) on April 21,2022. On the same day, I cancelled her health insurance and asked the money to be refunded back, to which the company replied saying it would be refunded on may 11, but it never happened. In my HSA account it shows that the money was debited to *** insurance company, but to this day, the money has not been returned to my HSA account. Its has been over 2 months now and the company keeps digressing from doing their job. I make ticket after ticket, which takes a week to process, and no response back through email. I get hung up on the phone by management every time. I have spent hours and hours on the phone for several weeks now. They took the money so easily from my account, but don't have a record of whom they took it from and why? What nonsense!

  Business Response

  Date: 06/17/2022

  Dear *************:                       
  
  I am writing to acknowledge receipt of the June 16, 2022, correspondence you addressed to Detra D***************, Manager of the Executive Inquiries Department. 

  The concerns presented are being reviewed, and will be addressed upon finalization of our review.
  
  As you know, the Federal Health Insurance Portability and Accountability Act, known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, is would be necessary for the member to complete the attached HIPAA Authorization Form.

  
  *************, thank you for bringing this matter to our attention.
  

  Sincerely,

  Rasheeda H**********

  Customer Answer

  Date: 06/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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, as they have returned the money. However, the professionalism in staff was severely lacking. Also, most staff seem to lack any sort of training in the company. They only seem to know how to hang up. Also, hipaa verification was procured many times for them over the phone by my daughter. I am rather thankful for the BBB for getting that check sent back to me within a week of my complaint. Whereas the company took many months.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/19/2022

  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 not been provided my tax document needed for the state of MA despite many calls. Independence would pass me around to my hr, benefits center and their third party contractor for my company none of who are responsible for this document only the provider. The first time i actually got to talk to the company the filed a calm and never delivered it telling their third party i was not covered last year at all even though they took money out of my paycheck my hr fixed that but i still did not get my tax document. I called again and they said they would send it and didn't so i had to do the run around again and the finally did so i thought. However upon opening it they sent a cover letter with my name on it but the document consisted of another persons personal information so i called again. On this call it they had no concern for my document or if the gave my personal information to some one else just covering them selves with what i got and making me destroy it assuring me in two weeks i would get mine. Two weeks later i am called by their privacy center while i was at work i called back and got an answering machine and never called in the times i told them i was available. I still don't have my documents and am late on my taxes because of it and can get a fine for late filing through no fault of my own, i have spent the past 4 moths trying to get this sorted out and now not only loosing hours of my time on the phone but now apparently have to stay home for a *** delivery from them with no knowledge of what it is so i can get it hoping its my document and i have not been reached out to on the concerns of my personal information being in the hands of a stranger they are only concerned with their screw up of a health insurance company giving my someone else's information.

  Business Response

  Date: 05/27/2022

  May 27, 2022 

  Dear *** *****:
  

  Our Supervisor of the Executive Inquiries Department, Detra D***************, has requested that I acknowledge your recent correspondence regarding *** ********.
  The purpose of this letter is to provide your office with an authorization form. 
  

  Compliance with the HIPAA Privacy Rule. The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an
  individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy
  Rule or other applicable law. PHI is individually identifiable health information transmitted or maintained in any form or medium (including written, spoken, or
  electronic) related to: health care, health conditions, payment for care, and identity. The written approval, called an “authorization”, must contain certain required elements for us
  to consider it valid under the HIPAA Privacy rule. 
  

  As such, we have enclosed an authorization form so that *** ******** can complete the form naming you and your office as an authorized recipient of his PHI.
  

  Upon receipt and confirming the form’s validity, we can release our findings to you about the case.

  *** *****, should you have any additional questions please contact me at ###-###-####. I will be glad to assist you.
  

  Sincerely,

  Tedra F******, Specialist
  Executive Inquiries Department