Complaints

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:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is continuing to charge me for a plan that was cancelled in January. If you provide me with an email address I can forward you an email with further details. I just want them to stop taking my money.

• Initial Complaint

  Date:09/30/2024

  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.

  Two of my children had tonsil surgery on July 12, 2024. I filed the health sharing request in May and there is very limited information easily accessible online and over the phone about the process. I uploaded all the requested documentation as soon as I received it and prepaid everything for the surgeries. It is now September 30, and I still do not have the reimbursement checks. The people at Zion Healthshare have not been helpful or prompt through this process. Several times I have called during business hours and gotten an automated message that the company is in a meeting and cannot be contacted at that time with no option to leave a message. I have also sent emails that were not replied to and phone messages that were never returned. Yes, I have gotten a hold of them through persistence on my part, but it should not be this difficult to get reimbursed for the surgeries that I paid for upfront and had all of the receipts for. Instead I am carrying interest on my credit card for months. In prepayment for both of these surgeries, I saved the health sharing organization a combined total of $61,428.23. However, instead of prompt reimbursement I have gotten the runaround. I am extremely dissatisfied with this company and their service. They have not followed through with their commitment to prompt reimbursement and payments. I have been a part of this organization for years and the prices have gone up significantly. This is the first time I have ever filed a health sharing request and it has been a complete debacle.

  Business Response

  Date: 10/11/2024

  Thank you for reaching out. Your feedback is very important to us. Due to HIPAA regulations we cannot discuss specifics on this platform. Please call us at (888) 920-9466 for support related to your need. We look forward to speaking with you soon.

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22359308, and find that this resolution is satisfactory to me. They did resolve the issue.
  
  Sincerely,
  
  Kate Fults

• Initial Complaint

  Date:09/11/2024

  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.

  Hi, my name is Clinton Bradley. I'm a single father of two from Missouri. I recently worked a construction job and through my employer became a customer of Zion HealthShare. I had a scare during this time where the doctor thought I may have a cancerous mass growing in my throat so I put in a request for surgery and the request was approved by Zion HealthShare. I then paid Zion HealthShare a $1,000 deductible as requested. After the surgery was performed and I received Bill #1 the HealthShare company gave me a virtual card and I paid for Bill #1 in full. While on leave and recovering I received phone call from the University of Missouri with a job offer. I returned to work for two days and then put in my two weeks' notice. I was fired immediately and told I couldn't finish out my two weeks. At this point, I am no longer a customer of Zion HealthShare (at least that's what Zion HealthShare told me). I was however a customer at the time of service. After a month, I receive Bill #2 from the University of Missouri for the surgery. This bill is for the physicians' side of the University and Bill #1 was for the hospital side. I called Zion HealthShare and they then refused to pay any more bills that arrived. Zion HealthShare said that I was no longer a customer and they didn't have to cover any more costs. However, after speaking with lawyers and people in the medical field they say that as long as I was a customer at Time of Service, Zion HealthShare is responsible for covering the costs. I have now received a third bill and the total amount that is owed now totals $833.41. I am a single father of two children and make $20 an hour. It's hard enough to pay for the high grocery costs much less 800 extra dollars in expenses. Please BBB help my kids and I!!!

  Business Response

  Date: 09/12/2024

  Thank you for reaching out. Your feedback is very important to us. Zion HealthShare is not insurance. We share into eligible medical expenses based on our Member Guidelines. Please visit ******************************* to learn more about the eligible medical expenses the community will share into. We strongly encourage members and nonmembers to read our Member Guidelines to understand what medical expenses are eligible for sharing. Due to HIPAA regulations we cannot discuss specific details. As always, please call Member Care at (888) 920-9466 or email [email protected] for questions about your specific situation.

• Initial Complaint

  Date:02/23/2023

  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.

  We had an open "need" (i.e. open cost share for medical event) with Zion and an active policy with ********/Zion through 30 Nov 2022. After this date we terminated our policy with ******** and switched ON THE ADVICE of a company rep to another policy that also partnered with ****. We were transparent about our open "need" and our concern about the impact if we changed policies. We were NOT advised that any medical services pertaining to the "need" that were conducted during our active policy dates but not billed (i.e. forwarded from us to them, though they were sent from the provider directly) would NOT be covered once the policy was terminated. I have never encountered an insurance that will not honor bills accrued during an ACTIVE policy period because they were received after termination. The medical provider submits billing on their own timeline that we cannot control. I ams confused as to why we paid a monthly premium for Sept and Nov if any services we used those months wouldn't be covered? Why were we not CLEARLY advised that changing policies with an open "need" would come with significant cost implications? The transparency on billing within this company is abysmal and would surly qualify as a bait and switch. We were contacted to changed policies buy their representatives, ostensibly to "save us money" without mentioning that a switch in policies would release the parent company (who admitted we had "used to much insurance in a year") from paying the final balance on our medical bills - to the tune of THOUSANDS of dollars.

  Business Response

  Date: 03/09/2023

  This membership was cancelled, effective November 30, 2022. As our member guidelines state, For a medical need request to be shared, the membership must be active during the date(s) of service, when medical bills are received, and at the time the *** is paid. If a membership deactivates before the determination of sharing is made, the bills will not be shared with the community. 

  
  This prior member mentioned that they were advised by a company representative to switch to another policy. The representative that is mentioned is not affiliated with Zion HealthShare, but with a representee of ********** Benefits. The member has confirmed this in an email sent to a Zion HealthShare representative. 

  
  This member made their intention to cancel their membership known to a representative at ********** Benefits but did not speak to anyone from Zion HealthShare on the issue. Also, they were under the impression that Zion HealthShare is an insurance company, which is not true. 

  
  In conclusion, the complaint stems from the member being confused on the differences between Zion HealthShare and ********** Benefits and how to communicate with both entities. 

• Initial Complaint

  Date:05/23/2022

  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.

  Zion Health prejudged my health problem and paid nothing for ambulance services I utilized last August. It pains me greatly to have to keep dealing with this, but I must let the public know what happened and how I suffered. I was transported by ambulance after experiencing tremendous pelvic pain and tachycardia. The hospital ruled it as an anxiety reaction and a UTI. Prior to this visit, I was experiencing severe pelvic and back pain which was causing my heart to speed up from the intensity of the pain. After months of faithfully paying the highest monthly share amount as a member of Zion health, Zion kept this claim going for three months. I called constantly, having to provide the details of this horrible ordeal, and I was weary of following up to see if the claim would be paid. I waited three months to hear the sound denial from Zion, simply labeling the claim as anxiety and refusing to pay anything. The company didn't even negotiate the price of the ambulance bill, so I ended up calling the ambulance company and coming to an agreement for a payment plan myself. I feel that Zion judged me unfairly, strung me along, and put me through so much stress as I anxiously waited for months for them to reach a decision. I don't believe that it took that long for my medical records to be sent to them, but, most importantly than the time it took to process, I feel judged as exclusively an anxiety case when I was very ill with a UTI. My nurse in the ER assured me that what happened was consistent with how UTIs can affect the body and brain. At this point, all I desire is a reimbursement for even just a month or two of my Zion health sharing monthy cost ($219) to help offset the financial and personal pain we've suffered as a family, as we will be paying this medical bill for a very long time. Thank you.

  Business Response

  Date: 05/30/2022

  To Whom it May Concern,

  Zion Health is a non-profit healthsharing ministry and not health insurance. Our sharing determinations are based on our Principles of Membership and Member Guidelines which can be found on our website.

  The documentation we had at the time the sharing determination was made clearly indicated that the member’s symptoms began prior to her membership with Zion Health. Also, the diagnosis given at the time of treatment was a condition that our guidelines describe as not qualifying for cost sharing.

  Additionally, the member was informed on December 29 that she could appeal this decision and how to do so. Unfortunately, the member did not appeal the decision, so no further review of this sharing request was done. Ms. **** called in on January 3, 2022, for an update on her medical need request. She was informed of the sharing determination and told us she would like to cancel her membership. Her cancellation was effective as of January 4. 2022.

  Our determination that these costs were ineligible for sharing was based on a thorough review of the medical records and our member guidelines that all members agree to upon joining Zion Health. In our opinion, we tried everything we could to get the records as quickly as possible. Once we received the medical records we needed, we made a determination the following day. The member was kept informed during the entire process. Thank you for your consideration.