ComplaintsforAltrua HealthShare

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a member of Altrua for almost two years now. I am a diamond member paying more than a ****. A month for both me and my husband. When Covid 19 happen I could no longer afford my ******************** and decided to look into a ********* ***** health plan. Someone suggested looking into ********************** that even though they were not a insurance they will cover your medical needs especially if an emergency happen. I heard other ********* *****s were good and being that they advertise they are ********* base I decided I could trust them. Well I was wrong. I went in for emergency gall bladder surgery and the only hospital in ********* ****** and come to find out after my surgery that the hospital is not in network with Altrua and will not send them a claim because their price is not negotiable and Altrua wants to pay very little. My surgery for just this one hospital is over 31,000$ plus something went wrong and I was flown to another hospital in ********* called ******************* have not received the bill for that surgery yet but Im sure its gonna be about the same. I have called Altrua several times about how to get them to pay and I have received two different answers. One was to make a payment plan with the hospital and than they have proof I set it up and they will pay for it than. The other representative said to make payments and than they will reimburse me each time after I showed proof of payment. I cannot afford more than 50$ a month payment so I cant make a payment plan with the hospital because they want a certain percentage. So the hospital saids if I do not pay the balance I will get sent to collections. I just today sent Altrua a UB claim praying that they will accept that and pay the hospital what is owed to them. Even today Altrua assured me that all I would end up paying is my so call portion or deductible and the rest of the bill they will take care of. My membership is A123466759. Please help!

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After doing some research for an affordable option for our health needs we signed up through a third party for Altrua Health Share. We spoke to a representative from Premier Health who basically sold us a bill of goods on what the plan covered and promoted it as actual insurance. We signed ** in December and have paid over ******** in premiums. Altrua has not covered a single thing. I got a mammogram and we were told this was covered. The doctors office checked with Altrua and they were told it was not covered. My husband called Altrua and was told that yes the mammogram was covered and we needed to file a needs reimbursement claim. After getting all the paperwork together and filing the claim we heard nothing for months. We called them and they said the claim was denied. I asked to speak to someone who was higher up then the person I was speaking to. They told me I would have to leave my name and number which I did. I received a call the next day but could not answer my phone so they left a message. I have left three messages to have this woman, *******, call me back to no avail. She has no direct line. This was at the end of July. My mammogram was March 8th and it is now August. It has been almost 2 weeks since she left her initial message to call her back and I have given up on them calling me back. This company I see now has had many complaints. People have had the same issues we have had and I cant believe these people are allowed to do business. I would like to get my premiums back since they have done absolutely nothing.

  Business response

  08/23/2022

  ********************,
  We apologize for any difficulties you experienced while a Member of Altrua HealthShare.  Our research shows that you enrolled in an Altrua HealthShare (Altrua) Premier membership on 11/2/21 with an effective date of 12/1/21 and your Membership is set to cancel as of 8/31/21.   Your monthly contribution amount was $230 per month. 
  The Membership Guidelines set out in detail the offerings of the Premier Membership. The Premier Membership provides a maximum of 9 office visits per member,per year, with one visit within allowed in the first 30 days of membership.  The Premier Membership does not include Emergency Room visits, Labs, Cancer Testing or Cancer Treatment.   However,these features are available in other Altrua HealthShare Memberships.  Lab discounts were available to you as set forth in the Membership Guidelines.    
  In your complaint you state that you signed up with through a third party, who promoted it as actual insurance.  This is unacceptable and we have launched an investigation into this allegation.
  For the sake of clarity Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the Centers for ******** & ******** Services (CMS). As a result, the members of Altrua HealthShare have the security of being members of a recognized ****************************. Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members.
  Altrua is not an insurance policy and you do not pay premiumsas you described.  During your Membership,you contributed a total of $2,070.  Any additional monies that you may have submitted were the result of additional products purchased along with your membership.  Those products were/are not related in any way to Altrua.   
  As to your comment that we have not paid a single thing, this statement is untrue a to date Altrua has shared in $1,495 of your medical needs.  (see attached Explanation of Sharing)  Your request for a refund of over $5,000, is unwarranted as the Membership shared in your eligible medical needs pursuant to the guidelines of the Premier Membership.  However, we will refund of one months contributions in the spirit of compromise. 

  We wish you the best.

  Customer response

  08/24/2022

  Complaint: 17680990
  
  I am rejecting this response because:

  When I issued this complaint we had no documentation that Altrua had paid anything. It was not until I filed this complaint and received their response that I received any documentation showing that they had made some payment on claims. We have today called all our doctors to see what has been paid. We are trying to deal with this while we are out of town. For the headache this has all been I do feel ****** would be proper compensation.  We did call and verify that we only were paying ****** per month to Altrua and the reason for the confusion is we paid $621.50 to ************************ which my husband has filed a complaint against as well for added hidden fees. My complaint still has not been answered as far as my mammogram. I tried to call ******* again. She has no direct number  and I have been leaving messages with a third party, I believe a foreign call center, and even they have no direct number and have to send her an email message to call me. That was on Monday and today is Wednesday and I still have gotten no call back. I have left at least three prior messages. One of the doctors did say that the first time they submitted something they were told that they didnt know who my husband was. this was Altrua. Another doctors office said the same thing on another claim. I can send you the names of the doctors office that show this documentation. I feel we should be reimbursed for the mamogram we paid for because we were told by Altrua it would be covered and in order to be reimbursed we had to file a Needs Reimbursement form which we have been verbally told was denied but no documentation has been recieved. My husband also had to pay for a bill of ****** because the doctors office was told he was not even listed as an Altrua member.

  Regards,
  
  ***********************************

  Business response

  08/25/2022

  ********************,
  Thank you for your feedback.  We are investigating your claim that you were told that Altrua would share in your Mammogram contrary to what is set out in the ******ship Guidelines.I have asked that our IT department search for the recorded call.  If you were given improper information then there is a training issue that we need to remedy.  However, not all calls may be available for review.  The determination as to whether we will reimburse you for your Mammogram will be dependent on whether we can verify that the ****** Services Representative did indeed provide you with misinformation.   As for your claims about your husbands medical needs, I do see notes in his records that the provider could not verify that he was a member.  We apologize for this as the Service Representative must have pulled up another account by mistake.    I do require your assistance with his request for reimbursement.  I did notice in the records that *************** is listed as Med Primary  alongside Altrua.  Please be advised that if there is primary medical coverage, Altrua is always considered secondary.  This fact is stated in the ******ship Guidelines.  If there is in fact primary medical insurance, we would require an Explanation of Benefits from *************** in order to show any payments made towards the specific medical needs,before any reimbursement by the Altrua membership can be issued.  Please advise if the listing of *************** is an error on the part of the Provider or if there is a primary policy of insurance. 
  I will follow up with you once I have the additional information that I need to make a final determination.  Thank you

  Customer response

  08/26/2022

  Complaint: 17680990
  
  I am rejecting this response because: First as far as the mammogram it is self evident that we were told it was covered because the lady we spoke to told us to file a form to get reimbursed which you will find we did! As far as my husband, he has never had a primary insurance during the time he was a member of Altrua health Share nor has he ever even had Allied Insurance. 
  
  Regards,
  
  ***********************************

  Business response

  09/06/2022

  Ms, ********,

  Although we found no recorded calls where a representative expressed to you or your husband that the mammogram would be shared in, we are honoring your request for sharing in the mammogram.   However, please be advised that future mammograms will not be shared in as this is not an included option on your Premier membership unless you upgrade to a different membership. All eligible medical needs are set out in your Membership Guidelines.
  

  As to your comment about your husband never having ***************** I was merely inquiring due to the fact that the medical records listed Allied as health insurance.  As you claim tat this is not true, it is apparently listed in error somewhere on your husband's medical file with that provider.  You may benefit by clearing up that error with the provider. 

  We wish you the best.

  Customer response

  09/06/2022

  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. Thank you so very much for your assistance BBB. 
  
  Regards,
  
  ***********************************

  Customer response

  10/06/2022

  Complaint: 17680990
  
  I am rejecting this response because:

  
  I had a resolution on this but after it showed resolved I never heard from Altrua again. We have gotten new insurance but they said they would honor the sharing for the mamogram and never followed through. I just wanted to show this in my file so people are aware that they say they will do something but they dont do it.
  

  Regards,
  
  ***********************************

  Customer response

  10/14/2022

  Better Business Bureau:
  
  I got a check from Altrua for the mammogram. They sent it on October 11th(2 day priority mail)
  

  
  

   
  Regards,
  
  ***********************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I thought I was buying health insurance when I signed up 6-24-2022, I was told that I had until 7-11-22 to cancel this. When I found out it wasn't health insurance but a healthshare I canceled it 7-6-22. I can't remember the exact amount I charged on a credit card around $250 to $290 I haven't been billed by the credit card *** yet. I asked them for a refund and they refused. I feel they are unethical to keep my payment under their pretense as an insurance *** during their sale to me. I never received any ID card or anything before I canceled and never used their service. Thank you, *********************

  Business response

  07/27/2022

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

  We have launched an investigation into your allegations.  We do not condone any person refusing to assist a member well within their trial timeline to cancel.  We regret that you had an unpleasant experience.  A refund of your total contributions in the amount of $291.25 was issued on 7/25/22 and should reflect on your credit statement shortly.  Again, our apologies for any inconvenience.

  We wish you health and happiness.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told I by an employee that I needed to self pay every time I visit a doctor. I had a routine 4 month check up for my daughter that I paid for on top of my monthly **** of $600. I was told that I owed an additional $1100 by the drs office and called the insurance to verify that was incorrect. The service line told me I owed $600 even though I already self paid in the office. They refused to let me speak to upper management saying they had no way to contact them. All the did you help was tell me I need to send an email to appeal. They do not cover any services and make you pay a monthly premium and self pay in the doctor and then charge you hidden costs anyways.

  Business response

  07/21/2022

  ******************,
  We are in receipt of your complaint.  We are saddened that you are dissatisfied with your experience thus far with Altrua HealthShare (Altrua).  In your complaint you state that you called the insurance to verify, and I was told by an employee that I needed to self-pay every time I visit a doctor. ********** allow me to clear a few things up.  Altrua HealthShare is NOT insurance and Altrua Ministries dba Altrua HealthShare is not an insurance company, nor do we represent the Membership as such. The Membership is a health care sharing ministry (HCSM) that facilitates member-to-member sharing. All Members monthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis. Altrua HealthShare dba Altrua Ministries is a nationally recognized faith-based **************************** through The Centers for ******** & ******** Services that consists of individuals and families across the nation. Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.  When you signed up for the Altrua Membership you acknowledged in writing in the application that you were aware that Altrua HealthShare was NOT insurance, but a health care sharing ministry and that you share a common set of ethical and religious beliefs as outlined in our Statement of Standards.

  
  We have reviewed your file and discovered that there was an error in your account.  You had an existing membership which was effective in August of 2021, but when you added your child to the account the Independent Member Representative (***) incorrectly cancelled the original membership and began a new one (adding your child) with an effective date of 12/1/21.  This was an error on the part of the *** who assisted you and this has caused confusion in the processing of your Medical Needs.  For this we apologize. 

  
  You also stated that you were advised that you had to self-pay each time you went to the doctor.  Actually, what the representative was attempting to explain to you was that because Altrua is NOT insurance, you are considered uninsured by your provider.  As an uninsured patient, you are entitled to a self-pay discount which is offered by most providers.  When you tell your provider that you are a member of a health care sharing ministry you are a self-pay patient.  We apologize that this was not explained to you more clearly.

  
  Finally, you expressed that you pay $600 per month for your Altrua membership.  Actually, this is not correct.  When you signed up for Altrua, the *** also signed you up for additional products that are completely unrelated to Altrua.  In your case it appears that you also signed up for Spark Dental, Emergent Assist and ExtraCare.  None of the aforementioned products are related to your Altrua Membership in any way, nor are they offered by Altrua.  Your Altrua contribution amount and ministry donation each month is only $325. 

  
  According to our records, you (and your son) are still members.  I have asked that your medical needs be reviewed and reprocessed where necessary and that the issues with the error in your account be remedied.  We do understand that a health care sharing membership is not a solution for everyone. It is in our sincerest hope that you decide to continue your Altrua membership, but if not, we wish you the best in finding a suitable solution for your medical needs.

  
  Many blessings,

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ALTRUA HEALTH SHARE - I can not believe this business is still open. They led me under the complete impression that I was covered under health insurance, each and every month I paid for a *************** plan. I thank the lord I didnt actually need any of the coverages because after finally speaking to my doctor at my Yearly check up they were so sorry to inform me that this isnt a health insurance company and I wasnt the first person to experience this issue. Ive had this Policy since 10/1/21- until today 6-22-22. Each month on the first I was charged ****** for the monthly insurance and on the 14th was ***** for Dental I feel so naive and regret to inform anyone else in this situation cancel your policy right now.

  Business response

  07/05/2022

  **************
  In your comments you claim that you were under the complete impression that you were covered under health insurance. If the Independent Member Representative indicated that Altrua offered health insurance or that we were an insurance company, we truly apologize. Altrua endeavors to make the fact that we are NOT health insurance very clear by stating that fact numerous times on the application that you both acknowledge and sign before you join the membership.
  We also state in multiple places on our website that state that Altrua is a health care sharing ministry and NOT an insurance company. We do not condone anyone misrepresenting what we are or what we stand for.
  Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the Centers for ******** & ******** Services (CMS). As a result, the members of Altrua HealthShare have the security of being members of a recognized ****************************. Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members. Our membership opportunities are developed and based on Biblical principles established for living a healthy and honorable lifestyle and members must believe in and follow our Statement of Standards to join any Altrua HealthShare membership.

  
  We have investigated your claims and have found that the medical needs you refer to in your complaint are concerning another party. You are not on the Membership but contributed to another persons Membership.As there is a HIPAA on file, allowing the release of information to you, we can share with you that the medical needs submitted were found ineligible as they were related to illnesses or procedures that are not compliant with our Statement of Standards and/or Section 6.6 of the Membership Guidelines. (Please see the attached Membership Guidelines and signed application with acknowledgments)   Please be advised that when you signed the Member up for the Altrua Membership, you were sold additional products,including dental, that are not a part of, or related to Altrua HealthShare. Four months of Altrua contributions ($319.24 each) have been refunded. If you have questions regarding refunds on any other products unrelated to Altrua, please contact the agent or agency who offered those additional products. We do hope that you have found an appropriate fit for your loved ones medical needs.

  Sincerely,Altrua HealthShare. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have nothing but good things to say about Altrua as a health sharing provider, and I remained with them until I switched to another plan for reasons totally unrelated to the value and service I received from them. However, they continue to send me E-mail from ********************************** even though I am no longer in their program and despite repeated requests by both phone and E-mail to have these E-mails stop. They were told that another of these would lead to a BBB complaint and I just received one, hence the complaint.

  Business response

  06/13/2022

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

  Please accept our apologies for the emails.  I am reaching out to the vendor that operates our App and will request that they discontinue sending you these emails.  If you continue to receive any after 24 hrs., please feel free to alert me at ************************************ and I will do my best to remedy the situation.

  Thank you so much for your feedback. Many Blessings

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me.

  However, I have been told previously that these E-mails would be discontinued so this acceptance is tentative, conditional on the indicated resolution.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to get new health insurance as mine was expiring. Went through a broker who was informative at first and helped get me an Altrua Healthshare plan which at the time was explained as health insurance with a great deductible. He also looked up my doctor and stated they were in network. Everything was going great and then the fishiness started. Turns out the broker signed me up for a couple "extra programs" which provide no value and are honestly garbage. He stated they were part of the plan but after a couple phone calls (after the original broker wouldn't respond) I found out they were not so I cancelled them. Then I go to make an appointment with my doctor for my annual and they tell me they don't know my insurance and can't find information. After doing some research I find that Altrua is NOT health insurance and I would have to pay up front. This is frustrating because of the deception but now I am stuck without insurance. I also reached out a couple days ago and requested a refund but have not gotten a response. Please just refund all of the money I have contributed and I will try to figure out how to get coverage as I have needs for medication.

  Business response

  06/07/2022

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

  We are disappointed that someone would misrepresent our health share.  You are correct in your statement that we are not insurance.  To be clear, Altrua Ministries dba Altrua HealthShare is a health care sharing ministry and is not an insurance company nor do we represent ourselves as such.  Altrua does allow Independent Member Representatives (***s) to offer opportunities to individuals and families to become members of our health care sharing ministry.  All ***s are contracted through our Administrator and do not work for our company directly.  All ***s are instructed to inform any potential members that we are NOT insurance and that an Altrua membership is not meant to take the place of traditional medical insurance.  Additionally,the ***s are instructed to advise any potential Members that Altrua is a health care sharing ministry, and that each individual member remains responsible for payment of their medical needs at all times.

  We will investigate the *** that offered the membership to you and if impropriety is found, that *** will no longer be allowed to offer Altrua HealthShare memberships.  We do not condone the type of behavior you describe above.   You will be issued a refund and your membership will be cancelled. We realize that ****** care sharing memberships are not suitable for everyones needs. It is our hope that you will find a health care solution that suits your needs.  Many blessings.

  Customer response

  06/07/2022

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

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called mass health back in January to get health coverage. I am 26 I have my own business, and have not been on my own health insurance before. I got scammed by this company. I realize they have been charging me since then $286 a month scamming me into believing they were an insurance company when they are not.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a member of Altrua Healthshare since January 1, 2017. I have paid my monthly premium ("contribution") each month and annual membership fee each January. I had surgery December 1, 2021. The surgery center told me they do not direct **** healthshare organizations (now I understand why) but they were in network with Altrua. I would need to pay the surgery center directly and request reimbursement from Altrua. I was assured by Altrua this would not be an issue. The **** was over $15,000. On 12/13/2021, I sent all the required documents to Altrua: Provider documentation, proof of payment and the Altrua reimbursement form. I received an email from Altrua on that same day saying that the documentation was received and that case #******** had been assigned. Altrua's website says reimbursement takes ***** business days from the date documentation is received. They requested my medical records from my provider and received and attached them to my file on 12/22/2021. After multiple calls regarding the status, the case was "escalated" on 3/1/22. I was told that the escalation process would take 30 days. I asked if that meant I would receive reimbursement by 30 days, and they said no, it just meant the escalation process would take 30 days. That made no sense. On 3/23/22, I called again to request the status and was told I hadn't received payment because my medical records could not be found & that possibly they had been attached to another member's file. I asked if they could just request the medical records again from the provider and was told that was something Altrua couldn't do. She suggested I personally request the records from the provider and email them to Altrua's email address. That definitely is not a secure thing to do. She then told me I should not do that and that she'd look further into it and call me when they found the records. I feel certain I won't receive that call. This complaint is my only option.

  Business response

  04/04/2022

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

  From a cursory review of your medical need file it appears that medical records were requested.  This can sometimes delay the reimbursement process if records were not timely received from the provider.  We have launched an investigation into this matter to determine the exact issue.  Please know that Altrua takes all complaints very seriously.  We apologize for any inconvenience this delay may have caused you.  

  Thank you,

  Customer response

  04/04/2022

  Complaint: 16929877
  
  I am rejecting this response because:Altrua has done absolutely nothing to resolve this issue. The lack of organization at Altrua and the ineptness of the customer service reps is shocking. I have been told by many reps that Altrua requested my medical records from my provider and they were received and attached to my file on December 22, 2021. If those records cant be found it seems the obvious and easy first thing to do would be to contact my provider and make sure they were actually requested and sent. Since Altrua chose not to do this, I just did. My provider told me Altrua never requested my records and so they were never sent. That phone call took me 5 minutes but Altrua instead has spent MONTHS looking for them - all while lying to me and giving me the runaround. With this knowledge, Altrua needs to ACTUALLY contact my provider now to formally request my medical records. What a waste of time this has been. Unbelievable. 
  
  Regards,
  
  
  

  Business response

  04/07/2022

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

  Please see the attached Explanation of Sharing (***) attached hereto.  The *** details the amounts being reimbursed to you, less your remaining Member Responsibility Amount (************* check was issued and released on April 6, 2022.  

  We apologize for the delay in processing and any inconvenience this may have caused.

  Blessings,

  Customer response

  04/12/2022

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are members in good standing of Altrua Healthshare and on 10/06/2022 the head of household sustained a broken arm and required immediate surgical intervention. We selected an orthopedist and facility that was out of network and negotiated a self pay rate for the procedure, surgeon, anesthesia and facility fee. The total paid on the date of the surgery out of pocket was $14,034.80. A medical needs form and reimbursement request was sent within a week of the procedure and for the past 6 months we have not been able to get the woman, *********************************, assigned to the medical review on the phone. My husband's name has been incorrect on email communications, our original supporting documents have been faxed, emailed and sent by certified mail and were not properly attached to the case. I am often hung up on when I call the main line, I spoke to a rude supervisor and every time we speak I am told it will be another ***** days. They have never called the facility to verify charges or request additional documents. We feel strongly that this is a ***************** who has not proven they are able to follow through on the basic rights of their members and at this juncture require additional legal support in reaching a solution.

  Business response

  03/24/2022

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

  We are in receipt of your complaint and are investigating your issues.  We apologize for any inconvenience and and regret that you have had an unpleasant experience with your reimbursement.  We will contact you once our investigation is complete.  

   

  Many Blessings,

*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. ↩