Abhorrant Customer Service without Accountability with No Real-Solutions
We share our experience to respectfully warn others. My family and I are Allegiance customers through an employer based insurance offering. In our experience, any employer seeking to use their services should kindly research the public sentiment regarding the level of unprofessionalism for Allegiance. Having to deal with multiple layers within this organization regarding our healthcare, unprofessional representatives permeates throughout their organization. With our family, Allegiance has not been transparent. Keep in mind their subpar customer service certainly will give rise to complaints. Again, based on our direct customer experience, if you need clarity, basic assistance, have basic benefit inquires, or if you are attempting have a manager call back to report horrendous customer service - you will not get results. You will have long wait-times (including being transferred to wrong departments after 1+ hour wait time) as mentioned in other reviews. You have to hope your condition for yourself or your children are not life threatening as you navigate their created chaos. Unanswered inquiries are not punishable and is, in fact, so normal, it is a part of the Allegiance culture. Directly, they were found to provide faulty policy information, were found to be repeatedly cunning to keep us as members ignorant of our rights, and the Allegiance representatives will indeed antagonize their members, just as the previous reviewer explained. Stephanie Brown, their Provider Relations Coordinator, (and others), has comfortably placed in writing an amazing display of unwholesomeness with the most unprofessional tone to paying members. The type of experience we've had are shameful but coming from a company with no shame.
You can see for yourself in Allegiance's public responses to the public pattern of complaints that the company response, if any, are cut/paste, antagonistic, passive aggressive, or they offers no real remedy. Allegiance's under-developed pubic responses are indicative of the lack of accountability and that has also been our experience. In reading other people's similar experiences to ours, I did notice Allegiance's response requesting reviewers to contact their office (via a general customer service line or general email) was more than likely a step already completed prior to a member's choosing to warn the general public with good faith. Just like we did. Clearly, attempting to work with them amidst their dysfunction may not be productive. Of course, everyone should be respectful in their problem-solving but honestly Allegiance just hasn't reciprocated that. We've seen Allegiance advertise great things (i.e promising great customer service) but they present one way then engages in a manner counter-productive to what they advertise. Their benefits management and their customer services were substandard in every sense of the word. Taking your concern to the state insurance oversight committee or the state Insurance Ombudsman Office is a better way for Allegiance's negative patterns impacting consumers to be tracked or accountable.
Complaint: [redacted] I am rejecting this response because: the Allegiance rejects to talk about the dispute under the name of privacy protection I called the insurer and was told they act upon Allegiance's instructionAllegiance did not follow the insurance police and overscharged me on my daughter's medical cost and it is doing it again to my wifeI called Allegiance three times, their representatives were rude, rejected my inquiry under the name of Privacy protectionI am the person who purchased the insurance policyall bills come to meI have the right to know how the police was followedAllegiance never told me how I should appealand it has the burden to explain why it lied to me and our medical service providerif allegiance needs a permission from patients it should let me knowplease let me know who the governmental organization that has the power correct AllegianceSincerely, [redacted] **
As of 9:am today, Thursday, February 23, 2017, this has been resolved and the card has been reactivated and is available for use We received the documentation on 2/16/and our turnaround time is five business days to process the information The original statement received for documentation did not contain the necessary information In the action required information sent we had asked for either a statement or an EOBWe are looking into whether or not we can change the system notice to be more clear for better guidance on what we need so there will be no further delays The EOB that the claimant submitted had everything necessary and we were able to substantiate the charge and unlock the debit card Our sincere apologies for the delay which was one day outside of our turnaround time We receive a large volume of claims and documentation for substantiation this time of year due to plan runoutAgain, our apologies and thank you for reporting this
this is the same message I read a week earlierseems like they don't want to do anything elseagain, I don't accept Allegiance's answerAllegiance intend to put more burden on me as I indicated in my initial complainthey rejected my telephone inquiry saying they can't provide patients' medical info to mebut they sent all patients' medical info to me via their"explanatory letters" alreadyon those letters there were patients' personal infos and laboratory resultsseems they don't realize that they broke the patients's privacy alreadyironically they told me they can't broke patients' privacy over our phone conversationwhenever I called, their agents said we can't discuss with you due to patients' privacy limitI was quickly rejected on demanding a explain on our disputeso I need help to deal with themif Revdex.com can't do anything please tell me which governmental orgnization monitor themI will ask help from thereanyone would know Allegiance is a trouble maker simply by listening to their answermachine messagethe message will tell you they are ready to give you hardtime no matter what it iswhatever, I need instruction on how to fight with them Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] **
You can see for yourself in Allegiance's public responses to the public pattern of complaints that the company response, if any, are cut/paste, antagonistic, passive aggressive, or they offers no real remedy. Allegiance's under-developed pubic responses are indicative of the lack of accountability and that has also been our experience. In reading other people's similar experiences to ours, I did notice Allegiance's response requesting reviewers to contact their office (via a general customer service line or general email) was more than likely a step already completed prior to a member's choosing to warn the general public with good faith. Just like we did. Clearly, attempting to work with them amidst their dysfunction may not be productive. Of course, everyone should be respectful in their problem-solving but honestly Allegiance just hasn't reciprocated that. We've seen Allegiance advertise great things (i.e promising great customer service) but they present one way then engages in a manner counter-productive to what they advertise. Their benefits management and their customer services were substandard in every sense of the word. Taking your concern to the state insurance oversight committee or the state Insurance Ombudsman Office is a better way for Allegiance's negative patterns impacting consumers to be tracked or accountable.
Complaint: [redacted] I am rejecting this response because: the Allegiance rejects to talk about the dispute under the name of privacy protection I called the insurer and was told they act upon Allegiance's instructionAllegiance did not follow the insurance police and overscharged me on my daughter's medical cost and it is doing it again to my wifeI called Allegiance three times, their representatives were rude, rejected my inquiry under the name of Privacy protectionI am the person who purchased the insurance policyall bills come to meI have the right to know how the police was followedAllegiance never told me how I should appealand it has the burden to explain why it lied to me and our medical service providerif allegiance needs a permission from patients it should let me knowplease let me know who the governmental organization that has the power correct AllegianceSincerely, [redacted] **
As of 9:am today, Thursday, February 23, 2017, this has been resolved and the card has been reactivated and is available for use We received the documentation on 2/16/and our turnaround time is five business days to process the information The original statement received for documentation did not contain the necessary information In the action required information sent we had asked for either a statement or an EOBWe are looking into whether or not we can change the system notice to be more clear for better guidance on what we need so there will be no further delays The EOB that the claimant submitted had everything necessary and we were able to substantiate the charge and unlock the debit card Our sincere apologies for the delay which was one day outside of our turnaround time We receive a large volume of claims and documentation for substantiation this time of year due to plan runoutAgain, our apologies and thank you for reporting this
this is the same message I read a week earlierseems like they don't want to do anything elseagain, I don't accept Allegiance's answerAllegiance intend to put more burden on me as I indicated in my initial complainthey rejected my telephone inquiry saying they can't provide patients' medical info to mebut they sent all patients' medical info to me via their"explanatory letters" alreadyon those letters there were patients' personal infos and laboratory resultsseems they don't realize that they broke the patients's privacy alreadyironically they told me they can't broke patients' privacy over our phone conversationwhenever I called, their agents said we can't discuss with you due to patients' privacy limitI was quickly rejected on demanding a explain on our disputeso I need help to deal with themif Revdex.com can't do anything please tell me which governmental orgnization monitor themI will ask help from thereanyone would know Allegiance is a trouble maker simply by listening to their answermachine messagethe message will tell you they are ready to give you hardtime no matter what it iswhatever, I need instruction on how to fight with them Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] **