Blue Cross California

Review: I have been unable to update my address with Anthem since I moved 3 months ago. Three times I have filled out my address correction on the back of my bill stub, which has proven effective zero times. Anthem's website is unable to process address changes. Three times I have called Anthem's customer service to update my address, only to be disconnected each time after being told I was being connected to the appropriate department. For one of these calls I was on hold for two and a half hours before being disconnected. Anthem has left me no means by which to update my address. I fear that after the fine people at the USPS stop forwarding my mail to me, I will no longer be receiving my bills from Anthem.Desired Settlement: I would like my address changed, and I would like to begin receiving my bills at the appropriate address. I would like an apology, and I would like an explanation as to why Anthem's customer support line disconnects callers regularly.

Business

Response:

The health plan has initiated a grievance for this member. He will receive a written response from the health plan within 30 calendar days.

Business

Response:

The health plan has opened a new appeal regarding the member's new request. The member will receive a new response from the health plan within 30 calendar days.

We are unable to address the issue regarding the Revdex.com.

Consumer

Response:

Review: 10060547

I am rejecting this response because: The last response the business sent me by mail simply referred me to their customer service system. I have contacted their customer service by phone, who told me that they would update my address (on 13-Jun-2014), but when I view my account online, my address remains unchanged. I have now been trying to change my address with my insurance provider for over 4 months. The process should not be this difficult. I have met all of their requirements, and followed all of their processes. I should not have to wait 30 days for a response. They should simply update my address.

Regards,

Review: I have 100% coverage of Preventive Care Visit. I visited a doctor for preventive care on Oct 29, 2012 which should cover by them. However, I keep receiving bills from the health care provider. They said that I was responsible for the bills. I received a bill of $304.80 from, Shutter East Bay Medical Foundation for a preventive care visit on October 29, 2012. I am attaching a copy of the bill. My plan covers 100% of Preventive Care with no co-pay. I am also attaching a copy of my insurance card. Please make a payment to Shutter East Bay Medical Foundation as soon as possible.Thank you very much.Desired Settlement: I want Anthem BlueCross pay to the health provider.

Business

Response:

We apologize for the delay in response. Neysa Gonzalez is not the point of contact for Revdex.com contacts and is not located at the address you have listed.

I am your point of contact: Debbie Burgio PO Box 4310 Woodland Hills, CA 91365

I have reviewed the complaint and can not locate this member is our system. Would you please have her provide her health plan identification number.

Thank you.

Review: Called to cancel insurance plan and auto bill pay Nov 21st. I got married and was going on my wife's insurance. I talked with a representative and he said it was done. I didn't have insurance and didn't get auto billed in Dec. Auto bill started up again jan 6th total $283.43, along with my insurance that was cancelled and I didn't sign up for. I called again on Jan 7th and representative said I must fax in a written request. I did on january 23rd from fedex long beach, I have a receipt saying the fax went through 1/23/14 11:24am. Got Billed again Feb 6th $283.43 and Mar 4th $283.43. Mar 11th I went to my bank Wells fargo and placed a 6month stop payment through the bank costing an additional $31 service fee. They recommended I file a complaint with Revdex.com.My Membership was clearly cancelled over the phone in Nov, shown by the no charge in Dec, and again in writing via Fax.Desired Settlement: I would like a full refund for Jan, Feb, and Mar and my service fee for the stop payment. Total (283.43X3) +31.00 = 881.29

Business

Response:

The health plan ID number that is listed is missing one number. Please return with complete member ID number so that the health plan can research.

Business

Response:

As we now have the member completed health plan ID number, we are initiating a grievance for this member. They will receive a written response within 30 calendar days.

Review: To whom it may concern: On January 1, 2014, I called the Anthem Blue Cross California to cancel my health insurance because I had different health insurance starting January 1, 2014. However, the company continued to withdraw my bank account on January 08, 2014. Despite I have called the company many times since then that I wanted to cancel the insurance and refund the money back to my bank account, I have not received the money. I do not know what else I can do because the customer service department of the company just ignore my request even though I told he/she that I have called many times regarding this issue. Now I must file this complaint because I am afraid that the company will withdraw my bank account again on February 08, 2014.Desired Settlement: I want the Anthem Blue Cross California to cancel my health insurance, stop withdrawing my bank account in February and refund the amount of $527.93 for the month of January 2014 or any amount that the company has withdrawn or will withdraw after January 01, 2014.

Business

Response:

The health plan has initiated an appeal for this member's complaint. He will receive a written response from the health plan within 30 calendar days.

Business

Response:

The member's issue will be reviewed and responded to within 30 calendar days.

Consumer

Response:

Review: 9916887

I am rejecting this response because: there is no refund issued to my bank account. I want the dental plan to be canceled since I did not sign up for it. I want all the money that the company charged refunding to my bank account as early as possible.

Regards,

Review: Anthem changed my plan without so much as a letter. I had to find out through my doctors office when they informed me that I could not make an appointment because they were told that my insurance had been cancelled. Two days later I was able to pay my bill (which is now double the original price), but still have no information about my new plan. When I tried to pick up my prescription the next day I was told that I needed to get the new numbers in order to pick it up. When I failed to get a hold of anyone at Anthem I ended up having to pay out of pocket for the prescription. I have not been able to get a hold of anyone at Anthem either by phone or by email. I have made several calls only to hear an error message and be hung up on. I have also written emails and have not gotten a single response all month.I am currently in the middle of an auto claim in which I need physical therapy for. Due to the lack of response from Anthem, I have not been able to receive treatment for my injuries. I have not had health insurance this entire month. I am in pain and cannot get the treatment that I need. Effectively, I have paid double the price I paid per month last year and have not received any of the benefits I have paid for in the month of January.Desired Settlement: I would like a refund for the payment for the month of January as well of the prescription that I had to pay for out of pocket, totaling $332.40. I would also like my plan information and cards overnighted to me. As well as an apology for the lack of response and the pain that I have been in all month.

Business

Response:

We are unable to identify this specific member. Please have her provider her health plan ID number.

Consumer

Response:

Review: 9907705

I am rejecting this response because: I don't want to post my personal information.

Regards,

Business

Response:

If the member does not want to provide the requested information, she may send her complaint in writing directly to Anthem Blue Cross PO BOX [redacted], Woodland Hills, CA 91365

Review: This business does not answer its customer service telephone numbers within a reasonable amount of time at any hours of the day, effectively depriving the customer (i.e. the person paying for healthcare) of any sort of service. I have called several different customer support numbers, including those listed on the website for "members" and those on my healthcare plan card for "members" to no avail. On at least three occasions, I have waited over an hour on hold during normal business hours only to have the Anthem line ring through and then hang-up on me. Most recently, using the customer service number listed on my card, after nearly an hour of waiting, it simply came on with a recorded message stating that the "phone number was not in use." It is completely unreasonable and unacceptable to have no means of accessing and changing certain details regarding my healthcare plan when there are no online management options and the customer service numbers apparently aren't answered by anything other than robo-answerers.Desired Settlement: There is no particular settlement that will help my situation, other than Anthem actually hiring a human customer service staff and picking up their customer service phones.

Business

Response:

The health plan has initiated a grievance regarding this member's complaint. The member will receive a written response within 30 calendar days.

This company demonstrates poor telephone etiquette and their associates and management are absolutely rude. The staff is poorly trained on dealing with customer complaints within the billing department. I would not recommend doing business with them if you value these attributes.

Review: Anthem Blue Cross of CA is refusing to pay for my annual well-woman exam because my doctor is located in another state (Texas). I am on a Multi State Plan and my doctor is considered to be IN NETWORK.Desired Settlement: I expect Anthem Blue Cross to pay for my annual well woman exam fee and pap smear as they are required to by the Affordable Care Act, regardless of what state my doctor is in.

Business

Response:

The health plan initiated a grievance for this member on 3/3/14. She will receive a written response from the health plan in 30 calendar days.

Review: I have been trying to get a hold of Anthem Blue Cross of Califonria to no avail. The date is 2/19/14. I have tried to get a hold in customer service as well as a sales rep to answer questions about enrolling in Covered California. I am currently covered by Anthem Blue cross. When I tried to ask questions last year about enrolling in Covered California, Gus Michas, License # 0E77749 just seemed to want to get me off the phone and seemed to blame me when I asked questions. Also, I tried calling Gus today and along with other members of Anthem to enroll in Covered California by the due date and they are not answering their phones.Desired Settlement: I would like a return phone call by an Anthem sales rep so I can enroll in Covered California. I would like the rep. to be polite, and answer my questions truthfully.

Business

Response:

The health plan has initiated a grievance for this member. The member will receive a response from the health plan within 30 calendar days.

Review: To whom this May concern,I have tried for 2 weeks everyday to receive customer service on a charge to my account in the amount of $262.54 plus an additional charge of $6.69 both extracted from my checking account on 01/08/14, I canceled my service with Blue Cross in December 2013 as I have insurance thru another provider. Blue Cross has failed to recognize the cancelation of my coverage at my request and decided to charge my account, Blue Cross has provided no explanation for the additional charge and have placed me on hold for at least an hour during each attempt, I am not sure I will ever receive the lost sum and feel the only way to be reimbursed is thru a small claims suit. I have used most of the minutes on my phone and wasted time on trying to receive customer support. What can the Revdex.com do to help me in this matter? -[redacted]Desired Settlement: My desired settlement for this matter would be a monetary sum for lost time, phone minutes and corporate failure to provide necessary customer service to a paying customer.

Business

Response:

The health plan has initiated a 30-day appeal for this member. He will receive a response from the healt plan within 30 calendar days.

Consumer

Response:

Review: 9890109

I am rejecting this response because: The message does not make any sense or provide any documented details of the matter.

Regards,

Business

Response:

The health plan initiate and resolves all member grievances and appeals within 30 calendar days.

Review: I have been unable to reach online customer service for Anthem Blue Cross and get an answer to my simple question about billing ("What is my current billing status and where can I find this info on your website?") since first trying with a message sent to them on December 23, 2013. I have since followed up with a second message and have received no reply to that follow-up either. Their online response performance was already very slow even before this latest experience; I had already been accustomed to having to wait at least a week or two to get a reply to online inquiries, but this time I am getting the sense that there is nobody working there any more, that the office is empty.I cannot get this simple basic info that any customer should be entitled to access. I cannot find it on their website, and I cannot call the company by phone because I am in Ecuador. I considered trying to email one of the executive officers directly as a way around the unresponsive customer service department, but alas I could find no email addresses listed. So I am left with no choice but to appeal to the Revdex.com.Desired Settlement: I would like someone in a position of some importance at this company to reply to me and explain to me why this has happened, and to please give me the information I am requesting before my policy is cancelled due to non-payment of premiums as a result of being unable to access the basic customer info I should be entitled to knowing at any time with ease. And I would like someone in the company to apologize to me and offer some sort of consolation for forcing me to waste my personal time on this

Business

Response:

The health plan has initated a 30-day grievance regarding this member's complaint.The member will receive a response from the health plan in 30 calendar days.

Review: My health insurance policy was scheduled to expire at the end of 2013, as the policy itself is being discontinued due to requirements of the ACA. I appear to have been automatically enrolled in a new health insurance plan without notification, and my account charged for this plan without my consent. In addition I did receive notification I was being automatically enrolled in a dental plan without my approval, which I assumed must be a clerical error as I was notified explicitly that my insurance would be discontinued several times. I have attempted to contact Anthem Blue Cross customer service daily for the past week, being put on hold for hours at a time, and have been unable to reach a representative to resolve this issue.Desired Settlement: I want the $253.99, and $6.69 charges to my account returned to me, and the coverage to be canceled.

Business

Response:

We have initiated a 30-day appeal for this member. He will receive a response from the health plan within 30 calendar days.

Review: I needed to get some vaccinations before my trip to India in December. I went to the Kaiser Permanente in Walnut Creek, CA to receive the necessary vaccinations. Kaiser let me know that my insurance from Anthem Blue Cross would cover a part of the total cost but not all of it. I understood that and so I paid all the money that Kaiser asked me to pay right on the day I received the vaccinations. However, a few months later, Kaiser sent me a bill for the blood testing that I had received before getting vaccinated. The doctor and the front desk staff very clearly told me that the blood testing would be covered by my insurance. I did not have to and was not going to do the blood testing if I had to pay for it. I decided to run the blood test only because I was told that it would be covered by my insurance. I do not understand why I was charged only later for the blood test and why Anthem Blue Cross does not cover the blood test.Desired Settlement: Please clear all my debts from Kaiser Permanente.

Business

Response:

We are unable to locate this person as an Anthem Blue CRoss membe. Please have him provide his health plan ID number.

Review: On 1 January 2014, I became enrolled as a customer of Anthem BlueCross with an mailing address in Oxnard, CA. To date, I have made two (2) payments to this organization, and I have tried for 29 days (and countless hours on phone hold) trying to speak to someone directly about my medical coverage, about why the medical group and doctor assigned to me doesn't have me listed as a patient, about why I can't seem to change my primary doctor to someone closer to where I live, and about how I can go about seeing a medical specialist for a problem I'm experiencing, the result of a recent car accident. I finally contacted my local state Senator, who was able to convince someone from Anthem Blue Cross to call me back, yet even he has been unable to resolve my issues. And here I sit typing this complaint, in pain from the car accident, with not a word from Anthem BlueCross.Desired Settlement: Customer service that actually works. Answers to my questions. A call back from someone who can help me with my issues. And refund for the month of January, since I have been unable to use any of this organization's services.

Business

Response:

We can not identify this member. Please have this member provider his new health plan ID number.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9905474, and here is the information requested: The Identification Number listed on the card sent to me by the business is JQO318A75972, effective date 1/01/2014.

Regards,

This started when I started my new job and lost my old insurance. The employer I work for now told me that many employees found it more cost effective to get insurance through Covered California and so they did not offer in-house insurance. I called Covered California prior to starting my new job, on 6/23/14, to find out what I needed to do to get insurance. The person I spoke with said it can take some time to set up so I should do it in advance, if I can. I did that. I set everything up and selected an insurance. I was told Anthem would contact me to establish the account.

I received a bill from Anthem in July. It stated it was my first month's bill and would be due 7/23/2014. I paid that bill on 7/22/2014. The next bill I received in early August said I was overdue. I called the company and they agreed I had made the one payment, but said there was another due on the same day, 7/23. I explained this made no sense, as I had only received the one bill. I stated that there was no way for me to know I had two bills due the same day if they didn't notify me, and also that it made no sense, since I had insurance through the old company through 8/1. The company said my effective date was 6/23/14, so I needed to pay for June (a month I would have coverage for 7 days for) and July. I explained that that should not be my effective date, though I selected the insurance that day I was specifically told it would take time to process. I was then told to contact Covered California.

This took weeks. I waited on hold for more hours than I could count, at least 2-3 per sitting. I called while at work, to my boss' dismay, when I got home from work, on Saturdays. I could make no headway. I called Anthem back, distraught because I was running low on my medications. They did a conference call with Covered California, which went through much more quickly, I assume they have a different number or priority level. The two representatives from each company worked it out and changed my effective date to 8/1/14. I was told I needed to pay for September at that time, and I did so. This was at the end of August. I was told it would take 7-10 days for the information to be processed. When my insurance still wasn't active by 9/12/14, I contacted Anthem again and was told none of the paperwork had been processed, despite having a full month's payment from me. I have now paid for August and September, but had no coverage in either. The person I spoke with said he would handle it and call me back. He called back saying everything was fixed. He sent me a new insurance card via email to use until my new one came in the mail. I asked if I would be able to get my prescriptions right away and he said yes.

Today I went to fill my two prescriptions at the local CVS. I take birth control for hormone management and a medication for migraines. I was told by the pharmacist I would have to pay the full amount, which I cannot afford and shouldn't have to do, because the insurance company had frozen my account for nonpayment. This was using the new information. He tried to call the company and got the same information. I could not call, they are closed today. Despite the more frequent migraines I have experienced, I am trying very hard to make it to work every day and maintain my 4.0 at school. I'm becoming very scared. I can't pay for both my insurance and the full cost for my medications. First, I should not have to, as that is the point of having insurance. But even if I wanted to, just to deal with it, I couldn't afford to.

I have now written a letter to the President, my Assembly person, and my Congress woman trying to raise awareness about this issue. It is not appropriate to be jerked around this way. When I sign onto the Anthem website to see what payment they say I owe them, the billing portal says "Can't pay on a 0.00 balance". I don't know what to do or where to turn. It would appear I will need to cancel my insurance to afford my medications, that seems to be the only option left since they are unable to resolve the issue.

Review: First, I spent 15 hours on hold in January, with no resolution to any query EVER by phone. This alone warrants a complaint, in my opinion. However, my real problem is with the providers now listed with my Covered CA Anthem plan. Let me be more clear. They have no providers in them. And I live in a major medical hub of Northern California. Two examples:- In a 20-mile radius, the only OB in-network in my plan works solely with Native Americans. There are 123 OBs in their overall provider network in the same area. In a 100-mile radius the ratio of in-network to overall OBs grows to almost 10% (still insufficient), however the list itself is severely inaccurate and is comprised almost entirely of low-cost community health centers that serve the uninsured.- In a 20-mile radius, there are 0 chiropractors in my plan, while 53 are part of Anthem's overall network. In the entire 100-mile radius (that includes San Fran, Sacramento, and Stockton), Anthem has exactly 4 in-network chiropractors in my plan vs. 1193 listed for Anthem overall.I was told by Anthem's customer service that this was the choice of the providers, I find it implausible that this many doctors opted out of joining a specific plan in the network. In discussions with providers, many were not extended to the Covered CA plans without their knowledge or communication. Some that I spoke with are trying to establish these contracts and they are getting nowhere. I suspect something far more systemic than individual providers opting out of Covered CA. Perhaps the most egregious part, Anthem did not publish their in-network doctors for specific plans until the second week of January, and they falsely suggested doctors would be in-network prior to the release of this information.Covered CA/Anthem are now collecting premiums, subsidies, and exchange fees for plans that have no chance of providing healthcare to its customers. I know everyone is focused on enrollment, but enrollment in phantom plans like mine needs to be addressed.Desired Settlement: I would like Covered CA and its associated plans to address and remediate the systemic issues in their provider network.

Business

Response:

The health plan has initiated an appeal for this member. The member will receive a response within 30 calendar days.

Review: Feb 2014 I E-mailed Athem to alert them that I was receiving benefits through my employer and would not require their Insurance so they could cancel the policy effectively immediately, I did not receive a returned e-mail. In march 2014 I received another bill this time it was for 393.39 again I sent another E-mail and sat on hold for over 2 hours before hanging up. I then called again on 5/21/2014 and got the run around telling me I needed to contact the exchange to cancel. I told them you cannot reach Covered Ca which is well noted by everyone including Mr Obama himself. I am not responsible for the roll out of Obama care and I'm not paying for duel Insurance, I tried everything to get this resolved but my efforts have been in vain. I have not used the coverage did not want the coverage and I Can not help it if Anthem can not deal with the abundance of people they were enrolling.and couldn't handle the phones and E-mailthey were getting. I do however expect them to not break the law by forcing a policy on me that I told them to cancel as I am covered by my employer.Desired Settlement: I want all back premiums discharged from my name and a letter stating this has been done.

Business

Response:

The health plan has initiated a grievance for this member. She will received a written response from the health plan in 30 calendar days.

Business

Response:

A formal grievance takes 30 calendr days (or less) to resolve. The member will receive a written response with your resolution to her complaint

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10135179, and find that this resolution is satisfactory to me.

Regards,

Review: I attempted to call Anthem to cancel my personally purchased insurance plan since I was getting an insurance plan (also a Anthem plan) through work. I could never get through to cancel by phone, no matter how long I waited on hold, so I emailed them through their website to tell them in advance that May would be my last month with the plan (this was a month in advance of my cancellation date). Anthem responded back that my plan would be cancelled as of May 31st. I thought everything was taken care of. However, Anthem has now charged me $500 for June because they have my bank account information. I have called them and have been on the phone waiting for hours or can't be on hold because the wait times are too long and they won't let you stay on hold. I have tried to email them but the website is always down for "maintenance." This company is a bunch of thieves. They are hoping because you can't contact them and they have your bank account information, that they can continue to charge you for insurance you don't need/don't use/have already cancelled. What is going to happen in July? Steal another $500 from me?Desired Settlement: I want the $500 refunded to my bank account and I wanted a letter physically mailed to my house stating that my account is indeed cancelled, instead of an email this time.

Business

Response:

This member's complaint was resolved by the health plan on 6/9/14 via a telephone call.

Review: My wife and I have signed up to Anthem's Blue Cross Gold plan expecting that the same doctors and providers we had with our previous (low cost) plan would be available to us. My wife is now sick and after she went to her generalist family doctor, she was told that this was the ONLY Anthem plan that was not accepted. I checked our online Anthem account and it confirms that only 3 generalist doctors in a 5 mile radius work with the plan (vs. tens if not hundreds that exist in this urban area). I tried to call Anthem three times and was on hold for over 2 hours each time without being able to talk to any human being.In the meantime, my wife has to pay upfront each time she sees the doctor. Moreover, she is undergoing expensive tests and might need surgery soon.Desired Settlement: If this plan truly has so few doctors and providers, we need to immediately switch to a different one.

Business

Response:

A grievance has been initiated by the health plan for this member. He will receive a response from the health plan within 30 calendar days.

Review: We received a letter saying we have not paid our Health insurance Bill. We sent the check on 12-27-13 to PO box 9041 in Oxnard CA.We have attempted to call the 3 phone numbers we have for them to resolve the issue. Beginning at 7 AM throughout the day and ending at 7 PM per the phone mail message referring to hours of operation.The message is always the same (with a small exception) " Due our high call volume we can not take your call at this time." and then the phone hangs up.How does someone resolve issues if no contact can be made with this organization??Tuyen and Roger WaldowDesired Settlement: I WOULD LIKE TO BE CONTACTED BY SOMEONE WHO CAN RESOLVE THIS ISSUETuyen Waldow916-799-0156

Business

Response:

The health plan has initiated a grievance regarding this member's complaint. The member will receive a response from the health plan within 30 calendard days.