Imagine Health, Inc.

July 3, 2017   [redacted] Business & Consumer Relations Revdex.com of Utah 3703 W 6200 S Salt Lake City, UT 84129   RE: Complaint #[redacted]   Dear [redacted],   Thank you for bringing the experience of this member to our attention.  We appreciate the opportunity to respond and to...

provide assistance in resolving these concerns.   The complainant listed in this complaint is a member of our health insurance plan offered through her employer.  All enrollment, billing, and health credits are managed by the employer and their benefits choice center.  Imagine Health provides administration of the member’s health insurance benefits and coverage.    Imagine Health offers a concierge team, available by phone or by app, to answer questions about an individual member’s benefits, utilization, in-network providers, or other issues; this team is available to the member 24/7 except for major holidays.  If a member asks a question of the concierge that is outside of our purview, the member will be put in contact with the organization which can best help the member.   This complainant/member reached out to our concierge team via our app beginning on February 24, 2017.  She was directed to her employer’s benefit choice center which oversees enrollment, billing, and health credits for all employees.  The member was given the contact information for this center and it was explained that this benefit choice center would be able to help answer her questions and work on a resolution.  The contact information for the benefits choice center along with an explanation that they would be the organization that would have to help her was given on March 1st and March 8th.  On March 9th the concierge team attempted to coordinate a conference call between the member and the benefits choice center; the member declined.  On March 15th the member reached out again about the issue; the concierge team requested some documentation of the problem so that the issue could be confirmed.  Further requests for this documentation were made to the member on March 29th, 30th, and 31st.  On April 1st the member attempted a contact which was unsuccessful.  On April 4th and 10th they advised the member that the information she attempted to send could not be seen.  On April 13th the concierge team again explained to the member that this issue needed to be resolved with the benefit choice center and the phone number was provided.  No further related contacts have been had with this member.   Because the issues of plan selection, billing, and health credits are all handled by the employer’s benefits choice center, this complaint is outside of our purview.  We sincerely want to help meet the needs of our members.  After learning that this member is continuing to experience difficulties in resolving this issue, we are reaching out to the employer and to the benefits choice center to make them aware of the member’s issues.  We will do what we can to encourage them to help resolve the member’s concerns.   We appreciate your time and assistance in resolving this complaint.  We welcome any questions that you might have in response to this letter.  It is our hope that you will recognize that we have acted responsibly and in the best interest of the complainant/member throughout this process.  We trust that your records will reflect the same.   Sincerely, Heather K[redacted] Customer Success Imagine Health   hk[redacted]@imaginehealth.com 6995 Union Park Center, Ste 200 | Cottonwood Heights, Utah 84047