Business Profile

Insurance Companies

Blue Cross Blue Shield of Texas

Headquarters

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Complaints

This profile includes complaints for Blue Cross Blue Shield of Texas's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

156 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/26/2024
Type:Customer Service 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.
Peace be upon you. I have reached out blue cross blue shield several times to let them know that not a member and to dont not contact me . Im still getting calls this all started Jan 1 2024 . I was told today by the better business bureau This message is in regard to your complaint submitted on 6/25/2024 against Highmark Blue Cross Blue Shield. Your complaint was assigned ID ************** careful review, the BBB has determined that this complaint was filed against the wrong company. Therefore, we have closed this complaint as invalid.Sincerely,***************************** Dispute Resolution Director Phone: ********************* ********************************************* Business Most Recent Message Date Sent: 6/26/2024 7:28:10 AM The complainant is from ******** which is not a region that Highmark is affiliated with. Can you please forward her complaint to the correct Blue Cross Blue Shield carrier. Thank you,***************** called today blue cross blue shield and they have stated that there headquarters at ************************************************************************************ Tele ************ is the main headquarters who are placing these calls I was told that blue cross blue shield representative name ******* the member last name is ******* who has blue cross blue shield is in know way related to me so there are many departments calling me from blue cross and blue shield . So this is one of the many locations calling I just need the bbb to understand and to call and have blue cross blue shield stop calling me . Here are two numbers that are calling me from blue cross blue shield ************************* this the number that called me last night and the same numbers I called today to get there location . I appreciate your advocacy. Thank you.
Customer Answer
Date: 06/27/2024
Peace be upon you. I am not a member of the blue cross blue shield and need them to stop calling. I can not sign the firm you are requesting due to the fact I dont have blue cross blue and I dont use none of the doctors . This the point that blue cross blue shield & BBB are missing . I dont have there insurance and Im not a member . However blue cross blue & now the BBB is insisting that I am which is totally correct if there a supervisor or manger that I can call at BBB to explain this situation. Know body is understanding whats is going on and this is disappointing, I simply want blue cross blue shield to stop calling me Im not a member of there insurance and I definitely dont use none of there services.
Business Response
Date: 07/01/2024
Thank you for your inquiry. We are reviewing the case and will reach out to the complainant directly with a resolution.
Customer Answer
Date: 07/02/2024
Peace be upon you I will wait for blue cross blue shield response and I simply want them to stop harassing with there phone calls Im absolutely not a member.
Business Response
Date: 07/02/2024
BBB response letter
Initial Complaint
Date:06/21/2024
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.
changed my plan to ******** and blue cross blue shield and the TexasBCBS charged me $777.36 then the same day charged me $476.13 i called to get a refund since i canceled that plan they should not have charged me i and they said a refund would be issues in up to 14 days. i have waited and called again and still no issues resolved and no refund has been given thus far.
Business Response
Date: 06/26/2024
Please see the attached response letter dated June 26, 2024.
Initial Complaint
Date:06/20/2024
Type:Customer Service 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.
An agent reached out about health insurance back toward the end of 2023 and I informed him that I currently had insurance with my wife's company, he told me that he would keep my information on file. I later discovered that he submitted my information to Health Insurance Marketplace to sign me up without my consent. On 3/22/24, I called Marketplace after receiving a 1095-A and was informed that an agent signed me up for healthcare and that I had to call and cancel coverage. At that time, I set up 3 different claims with Marketplace (1 for 1095-A for 2023) and 2 for suspected fraud-2023 and 2024). I was told those claims were escalated to Tier 2. I also made sure that any policy I had was cancelled with Marketplace and they did inform me that Blue Cross would be sending some correspondence to me by mail. Thereafter, Blue Cross sent me a cancellation letter. I have also previously received a Voided 1095-A for 2023 from Marketplace. The other two claims are not resolved and are still under investigation. I have now received 2 cancellation confirmation letters from Blue Cross stating coverage ended on 12/31/23 and 3/22/2024; other letters stating as if I enrolled in one Blue Cross healthcare plans, a copy of a billing statement and copy of Health Insurance Card. On 6/6/2024, I called Marketplace and they stated they did not show an account for me and that Blue Cross was cancelled. I have never requested to enroll in a plan with Blue Cross ever and not sure if the same agent or someone else has fraudulently enrolled me in Blue Cross again. This has been a night mare and must stop. I am requesting to be contacted by Blue Cross and 1) find out who has been enrolling me in these plans 2) why I continue to get letters when I never enrolled in a plan, 3) a plan of action moving forward to prevent this situation from happening again, 4) cancel any health insurance plans. If a satisfactory resolution is not provided, legal action may be taken.
Business Response
Date: 06/26/2024
We are currently reviewing this inquiry and will provider a response to the inquirer directly. Thank you
Customer Answer
Date: 07/05/2024
I am rejecting this response because: An investigator contacted me and stated they were looking into the matter, but I have not received a written response by mail as requested by Blue Cross Blue Shield.
Business Response
Date: 07/10/2024
Hello,
A response letter was mailed to **************** on July 03, 2024. Please allow 7-10 business days to receive. Thank you
Customer Answer
Date: 07/10/2024
I have received the letter from Blue Cross Blue Shield on 7/6/2024; reviewed the business response and accept this resolution.
Initial Complaint
Date:05/17/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reporting Blue Cross Blue Shield to the BBB for consistent, YEARS of malpractice and insufficient compliance. My family has a child who is tube fed and 100% of his nutrition is dependent on his eternal nutrition. He has several diagnoses, sees over 8 specialists, and has required infusions in the hospital for his most recent diagnosis and BCBS REFUSES to pay their portion of coverage. They are required to pay a high percentage of these costs, as my family pays monthly for their services yet somehow, we are still paying out of pocket for my sons medical grade food, supplies and medication. We have had several providers call on our behalf, request peer to peer reviews and have even given exact codes for insurance coverage and nothing has changed. Blue cross of Texas is complete garbage for allowing medical families to suffer the way they do.
Business Response
Date: 05/29/2024
We are in receipt of this complaint and reviewing the case. A response will be submitted to the member directly once complete.

Thank you
Initial Complaint
Date:05/15/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally lodge a complaint against Blue Cross Blue Shield (BCBS) regarding their unethical billing practices and the extreme difficulty in accessing in-network medical care.Key Issues: Inaccurate Provider Listings: Many offices listed as in-network by BCBS are either closed or no longer accepting new patients. This misinformation has led to significant wasted time and effort on my part. Lack of Follow-Up and Support: Despite numerous assurances from BCBS representatives that they would follow up on my inquiries, I have not received any callbacks or further assistance. My previous Customer Advocate's attempts to contact providers were unsuccessful, as many providers had left the network without notifying BCBS. Unethical Billing Practices: After spending months attempting to secure an appointment with an in-network OBGYN, I was advised to exhaust all in-network options before a request for an out-of-network provider could be approved. This blanket response is unacceptable given the circumstances and the extensive effort I have already invested in this matter.Background: Subscriber Information: Group/Subscriber: ****** / ************ Reference Numbers for ************************ Reference No. ********* Reference No. ********* Reference No. ********* Impact:I have spent over 8 hours on phone calls, being on hold, leaving messages, and contacting offices that are erroneously listed as in-network. The lack of accurate information and poor customer ********************** have made it impossible for me to access necessary medical care despite paying for insurance coverage that should facilitate this.Resolution Requested:I demand immediate assistance in locating an in-network OBGYN who is accepting new patients and is reasonably accessible. **************** in your messaging DOES NOT ANSWER OR HELP! THIS IS THE WORST EXPERIENCE!!!!
Customer Answer
Date: 05/16/2024
Attached is the requested HIPPA release form. Thank you
Business Response
Date: 06/04/2024
Thank you for your inquiry. We are reviewing the case and will reach out to the member directly with a resolution.
Customer Answer
Date: 06/04/2024
I am rejecting this response because: Blue Cross Blue Sheild provided no information and no apologies. The only response is that they will look into this. I do not accept this and it shows the unethical business that BCBS of TX is.
Business Response
Date: 06/21/2024
Attached is our response.
Business Response
Date: 06/24/2024
Enclosed is our response.
Thank you,
Choya
Customer Answer
Date: 07/01/2024
I am rejecting this response because: There has been no apology and no information as to what steps they are going to take to prevent it taking another 40+ Hours to get a provider. The only thing they have done is say YES, YOU PAID IN FULL FOR INSURANCE WITH US - NOTHING MORE.
Initial Complaint
Date:05/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a letter in the mail stating I got a new insurance from blue cross blue shield. I have not given anyone any information or signed up for any new health insurance. I called the number on the back ***************). They proceeded to tell me it was authorized by a broker or agent. She then called a 3 way with the company agent. They proceed giving each other information about the application number. She asked to verify my date of birth, first, and last name. The agent said she didnt have any information on me. The first lady I had called through the number proceeds to confirm my first and last name, and date of birth with the agent. She had got my date of birth wrong. I gave them the correct date of birth. The agent then ask for my social to verify. I asked if she could look it up with the correct date of birth instead of the social because she had had it wrong at first. She then says she was going to ask for my social anyways. I then told her I didnt sign up for anything with them or request their insurance. I told them I would call back another time.
Business Response
Date: 06/05/2024
Please see attached company response.
Initial Complaint
Date:04/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hope this message finds you well. I am writing to file a complaint against a BCBSTX regarding gross incompetence. I visited an in-network provider for my annual physical that was covered by insurance. Subsequently, BCBSTX screwed this up, which is mind-boggling.I received an unexpected bill from Village Medical, claiming that an office visit wasn't covered. It's covered. I sought clarification from both my insurance provider and the doctor I was informed that the additional charge stemmed from allegedly discussing matters outside the scope of the routine physical examination during my appointment. However, I vehemently deny engaging in any conversation beyond the parameters of the annual checkup. Thus, I find this discrepancy in billing to be both inaccurate and deeply concerning. Such practices reflect a breach of ethical conduct on the part of the doctor and on the part of the insurance company, and I am adamant about resolving this matter expediently. I implore your assistance in rectifying this issue and ensuring that appropriate measures are taken to prevent the recurrence of such unethical billing and insurance practices. Thank you for your attention to this matter. I trust that your intervention will facilitate a swift and satisfactory resolution.
Business Response
Date: 05/06/2024
May 6, 2024

BBB
********************************************************************************

RE: Record ID: *********
Member/Provider/Inquirer: ***********************
File #: 21598064

Dear BBB:

This letter is in response to *********************** inquiry, submitted to your office and received by Blue Cross and Blue Shield of Texas, a Division of Health Care Service Corporation, a ***************************** an Independent Licensee of the Blue Cross and Blue Shield Association, on April 19, 2024.

Due to the Protected Health Information involved in the response of this inquiry a letter will be sent directly to ***********************.

We strive to deliver excellent service and appreciate being made aware of instances in which improvement is possible.If you require additional information please do not hesitate to contact us in the future.

Sincerely,

Ainne A. U326618
Executive Inquiry Specialist
Blue Cross and Blue Shield of Texas
Customer Answer
Date: 07/07/2024
A year ago, I went to Village Medical for an in-network, general check up - which was covered by insurance. Village Medical kept sending me bills, and BCBSTX kept saying that they'd get the bill re-coded and cover the checkup. Village Medical are obviously scam artists. BCBSTX is obviously incompetent. Take care of this bill; it's covered by my plan. Or, I'm going to report you to every regulatory agency in the state and sue ***********
Business Response
Date: 07/17/2024
July 17, 2024
BBB
***************
Suite ****************************************
RE: Record ID: *********
Member/Provider/Inquirer: ***********************
File #: 21598064
Dear BBB:
This letter is in response to *********************** inquiry,submitted to your office and
received by Blue Cross and Blue Shield of Texas, a Division of Health Care Service
Corporation, a ***************************** an Independent Licensee of the Blue
Cross and Blue Shield Association, on July 7, 2024.
Due to the Protected Health Information involved in the response of this inquiry a
letter will be sent directly to ***********************.
We strive to deliver excellent service and appreciate being made aware of instances
in which improvement is possible. If you require additional information please do
not hesitate to contact us in the future.
Initial Complaint
Date:04/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint 1: When I signed up I was assigned a PCP, I changed this immeidately to my PCP, ****************. Blue Cross Blue Shield, without my authorization or instruction, changed my PCP on April 1st to another doctor. As a result, prescriptions my provider has made are not being covered by insurance. Again-- I did not authorize this change or request this change. As a result I have paid $215 for prescriptions this month, which should have been covered if not for the change in provider. THIS IS FRAUD. BCBS TX does not want to honor my policy, nor apparently cover my prescriptions.Complaint 2: I was not informed that Blue Cross Blue Shield Texas, does not cover prescriptions at this country's biggest pharmacy-- CVS. This is an ommission of coverage details at the time of sign-up, which is downright fraudulent.
Business Response
Date: 05/06/2024
thank you
Initial Complaint
Date:04/12/2024
Type:Customer Service 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.
After losing my job and health insurance due to health issues in September 2023, I went thru *** and got a Blue Cross Blue Shield MyBlue Health 807 plan for $158 monthly. *** spent well over a week trying to select a PCP that accepts this plan. Every doctor on BCBSTX lists of in network providers is either 1.) Impossible to contact-several non working numbers. 2.) I call the listed doctors and they say they are not accepting my insurance. Calling BCBSTX is useless because they keep sending me lists and none of the doctors accept my insurance. I have serious gynecological issues that need treatment. What am I paying for through the *** for BCBSTX insurance that is practically useless?
Business Response
Date: 05/03/2024
May 3, 2024

BBB
*************************br>Suite ****************************************

RE:      Record ID: *********
            Member/Provider/Inquirer: *****************
             File #: 21568047

Dear BBB:

This letter is in response to ******************* inquiry, submitted to your office and
received by Blue Cross and Blue Shield of Texas, a Division of Health Care Service
Corporation, a ***************************** an Independent Licensee of the Blue
Cross and Blue Shield Association, on April 13, 2024.

Due to the Protected Health Information involved in the response of this inquiry a
letter will be sent directly to *****************.

We strive to deliver excellent service and appreciate being made aware of instances in which improvement is possible.If you require additional information, please do not hesitate to contact us in the future.

Sincerely,

Ainne A. U326618
Executive Inquiry Specialist
Blue Cross and Blue Shield of Texas
Initial Complaint
Date:04/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Per my benefit summary, emergency room visits are subject to my deductible then copay and then coinsurance. My daughter's visit to the ** should have been applied to her calendar year deductible completely since she had not met her individual deductible. Blue Cross applied a copay which will delay my daughter meeting her deductible and blue cross having to start paying on future claims.
Business Response
Date: 04/10/2024
Thank you for bringing this complaint to our attention. It is being reviewed and a response will be sent to the complainant once the review is complete.

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Blue Cross Blue Shield of Texas is NOT a BBB Accredited Business.