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Independence Blue Cross

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Reviews Independence Blue Cross

Independence Blue Cross Reviews (270)

Continuous issues w/BC since across different policies (Special Care, Obamacare Gold, Obamacare Silver, Medicare)If your PCP is no longer accepting new patients & you keep the same PCP, beware BC has a bug in their enrollment software that will result in them sending you an ID card with your Dr.'s name missing You have to wait for them to send you the defective card, then call them & hassle over the phone for them to send you a corrected cardThis happened separate times, each time I changed policies but kept the same PCPVoicemail left with BC's director of IT describing the problem was ignoredIn 2013, BC Billing Deptrobbed my bank acct of $Their response was dismissive, treated me like dirtTook days to acknowledge Certified Mail when I'm only miles awayReported them to East Whiteland Police for Theft By ComputerAlso filed complaint w/PA Insurance CommissionAfter months of daily combat I got my money backNo explanation WHO did it, WHY it was done, or if anyone was disciplinedCustomer reps for all policies are inept, poorly trained, unprofessional, sometimes seem to just make up stuff to get rid of youAfter only months in Obamacare Gold, they raised my premium 121%, using a notice deceptive in its wordingI quickly downgraded to SilverSo many people did this that their billing system crashed in Jan& stayed dead for weeksMany bills then got mailed too late, causing a big billing messAfter devoting mosreviewing >different plans, decided to with BC Keystone-Rx HMO for Medicare Part CThey lost my application form, which I sent to them in their own postage-paid envelopeHad to re-enroll by phone all over again weeks laterEnrollment agent was incompetent, failed to ask me about my list of Rx'sHUGE problems getting Rx's filled under Part D coverageFiled pages of Rx preauthorizations, only to discover the FAX number on BC's own form was incorrect & everything had to be sent all over againWhen I filed for an expensive Rx to be lowered to a cheaper tier, they lost the FAX twice, then demanded my Drexperiment on me with a Rx already known to aggravate my migraines & possibly cause me to pass out (like, while driving!)Some Rx preauthorizations had to be re-submitted because their medical personnel failed to pay attention to details; they demand huge amounts of detailed info then don't read itWithin 1st month of Medicare, had to file GrievancesBoth were handled incompetentlyNow devoting an average of 25-hrs/week on phone trying to resolve issues, mostly going in circlesLong waits on hold, 45% of total phone time spent waitingUnable to resolve complex Rx issues due to blockage of direct contact with BC's pharmacy benefit mgr(which is either FutureScripts Secure or Catamaran, depending who you talk to) Catamaran presently under legal indictment for lowballing drug prices (class-action lawsuit filed 2/13/by pharmacies in Harrisburg PA)WORST decision I ever made! Now desperately trying to escape from these bunglersHUGE details they don't tell you about until after you commit yourselfBEWARE of this company! Marketing Director Paula S [redacted] (that really is her name) is notorious for distributing misinformation, if you receive anything from her THROW IT AWAY! YOU ARE WARNED! These people will WRECK YOUR LIFE

[redacted] -- This is to acknowledge reciept of your email inquiry for [redacted] Attached is a HIPAA authorization form that needs to be completed by the member in order for us to release PHI to youIf we don;t receive it, then we will respond directly to the member [redacted] Executive Inquiries Specialist [redacted] ***P ###-###-#### x*** | F ###-###-####

#1f497d;"> Re: [redacted] *** [redacted] Dear [redacted] : I am writing to acknowledge our receipt of your March 5, 2014, correspondence to [redacted] - [redacted] , Manager of the Executive Inquiries DepartmentWe appreciate your writing to alert us to your concern(s) In order to fully address the concerns you have presented, additional research is necessaryI have forwarded your correspondence to the appropriate liaison for further review However, as you may be aware, the federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval, called an “authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy rule Our records indicate that there is no authorization for you to receive this member’s PHIAs a result, we cannot disclose any information regarding our memberWe ask that you have [redacted] complete the attached Authorization to Release Information formIn order for the form to be considered valid, all sections of the document must be completedShould [redacted] require assistance, instructions for the completion of the form are located on the back of the documentPlease return the completed document to us via email as a PDF [redacted] , should we complete our review before the completed form is received, we will be required to correspond our findings directly to [redacted] Thank you for bringing this matter to our attention and for the opportunity to address her concerns Sincerely, [redacted] , Specialist Executive Inquiries Attachment

Re: [redacted] Dear ** [redacted] : I am writing to acknowledge our receipt of your March 17, 2014, correspondence to [redacted] , Manager of the Executive Inquiries DepartmentWe appreciate your writing to alert us to ***’s concern(s) In order to fully address the concerns your inquiry presents, additional research is necessaryI have forwarded your correspondence regarding to the appropriate liaison for further review However, as you may be aware, the federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual’s written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval, called an “authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy rule Our records indicate that there is no authorization for you to receive this member’s PHIAs a result, we cannot disclose any information regarding our memberWe ask that you have ** [redacted] complete the attached Authorization to Release Information formIn order for the form to be considered valid, all sections of the document must be completedShould ** [redacted] require assistance, instructions for the completion of the form are located on the back of the documentPlease return the completed document to us via email as a PDF ** [redacted] , should we complete our review before the completed form is received, we will be required to correspond our findings directly to *** Thank you for bringing this matter to our attention and for the opportunity to address his concerns Sincerely, [redacted] , Specialist Executive Inquiries Attachment

From: [redacted] < [redacted] @***.com>Date: Thu, Sep 24, at 7:PMSubject: Complaint ID [redacted] To: [email protected] Whom It May Concern:The business I filed a complaint with took care of the problem and I received the refund check in the mail yesterday for the proper amountHowever, even though the issue was solved; I feel like it should never have gone as far as a it did to get resolved! I should have never needed to go as far as filing a complaint with the Revdex.com nor with the NAICThe customer call center at IBX has always been a source of extreme frustration, deep lack of information and full of confusion on the parts of all people involvedAny time I ever called their customer care line to deal with any type of issue, I was always put on hold, sent from one person to anotherMore often than not I would have to ask to speak to a supervisor because the person I was dealing with at the time did not have the information I needed, or was ill-equipped to deal with what I needed help withIn my experience as a customer with this company, the whole call center needs a complete overhaulFrom the bottom on up! Scratch that, the whole company needs to be re-evaluated, and overhauledI am so thankful and grateful that I am no longer a customer of theirs to be quite frankSincerely, [redacted]

Dear ** [redacted] , New Roman">Re: [redacted] File No: [redacted] I am writing to acknowledge our receipt of your April 28, 2014, letter to the Manager of the Executive Inquiries Department, [redacted] We appreciate your writing to alert us to your concern(s) We will respond to your letter shortly once we have looked into the matter you raised Should you have any questions, please call me at ###-###-####I will be glad to assist you Thank you Sincerely, [redacted] Specialist Executive Inquiries

November 24, Dear [redacted] : Thank you for providing our office with the completed HIPAA authorization form, which allows us to respond to your officeI am writing in response to your November 21, 2014, letter to the Manager of the Executive Inquiries, Detra D [redacted] The purpose of our letter is to inform you that a refund of $will be issued to [redacted] shortlyThe balance of our letter will summarize [redacted] ***’s concerns and explain the circumstances surrounding [redacted] ***’s account[redacted] ***’s concerns [redacted] contacted the Revdex.com (Revdex.com) about the status of her premium refund [redacted] cancelled her [redacted] coverage effective April 30, 2014, a premium payment of $was deducted from her accountShe made several contacts with our office to obtain her refund but was unsuccessfulOur findings our records confirm that [redacted] contacted our office via email on September 10, 2014, about the cancellation and refund of her accountUnfortunately, due to human error, the refund request was never processedWe apologize that this occurredAs a result, our Billing Department submitted a request to refund $to [redacted] *** [redacted] will receive this refund shortly[redacted] , thank you for bringing this matter to our attentionIf you have any additional questions, please contact me at ###-###-####I will be happy to assist you.Sincerely,Sylvia B

June 3, 2015Dear [redacted] ***: Our Supervisor of the Executive Inquiries DepartmentDetra D [redacted] , has requested that I respond to your May 20, correspondence regarding [redacted] ***The purpose of this letter is to inform your office that we will once again respond directly to [redacted] specific to her additional concernsAs we shared in our May 11, 2015, The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual’s written approval before using or disclosing his/her protected health information (PHI) for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval, called an “authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy ruleWe did receive the authorization form from your office; however the form was not completed in its entirety and did not actually name you and your office as an authorized recipient of her HIPAA So to prevent any further unnecessary delays, we will direct our response to [redacted] *** [redacted] ***we appreciate your office bringing [redacted] ***'s latest concerns to our attentionRafael DSpecialist Executive Inquiries Department

Dear [redacted] : I am writing in response to your inquiry on behalf of ** [redacted] The purpose of this email is to inform you that on May 12, 2014, we processed the claim for ** [redacted] 's dates of service March and March 24, Payment for these services were paid to ** [redacted] via check number [redacted] We apologize for the onconvenience that ** [redacted] experiencedIf you have any questions, please contact me at ###-###-####I will be glad to assist you Sincerely, [redacted] ***, Specialist Executive Inquiries

Hi, Attached please find the scanned copy of the completed form Please let me know if you need additional information Thanks for your help [redacted]

January 13, Dear [redacted] : Thank you for your patience while we conducted a review of [redacted] ***’s concernsWe also received the completed Health Insurance Portability and Accountability Act (HIPAA) authorization form which allows us to respond to your December 30, 2014, letterThe purpose of our letter is to inform you that we corrected the premium invoice for [redacted] ***[redacted] ***'s concerns [redacted] contacted your office about possible HIPAA violation because his premium invoices have been addressed to his daughter and not to him the subscriberHe received several premium invoices showing the incorrect nameHe has contacted our office about this situation to o availOur finding A review our records determined that we had the correct mailing for [redacted] in our member detail system; however, this information was not in our member databaseWe sincerely apologize for any inconvenience this situation may have causedBecause of the concerns expressed by [redacted] we notified our Privacy Office to make them aware of your concernsBased on the information it was determined that yes the incorrect name appears on your premium invoice; however, it was to the correct mailing addressThere is no indication that an unauthorized person saw the invoice or any Personal Health Information (PHI) prior to it being delivered.We have updated our records to correctly show your Ed Vesey as the subscriber on the premium invoiceHis next premium invoice should reflect the change [redacted] , thank you for bringing this matter to our attentionIf you have any additional questions, please contact me at ###-###-####I will be happy to assist you.Sincerely,Sylvia B Specialist Executive Inquiries

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:I have contacted the Marketplsce several timesEach time, their representatives assured me that IBX was placed on proper notice of January coverageOf note, IBX continues to bill me for two January policiesAs stated, I want only one policy for 2016- the PPO Gold policy in which I am currently enrolledIBX is refusing to permit me to access my benefits until overpayment for two January policies is received Regards, [redacted] ***

August Dear [redacted] :Our Manager of the Executive Inquiries DepartmentDetra D [redacted] has requested that respond to your August 3, correspondence regarding [redacted] ***The purpose of this letter is to provide you with the details of our reviews outcome.In accordance with the federal health Insurance Portability and Accountability Actknown as the HIPAA privacy ruleit requires that we obtain an individual’s written approval before using or disclosing his her protected health information (PHI) for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval called an authorization, must contain certain required elements for us to consider it valid under the HIPAA Privacy ruleWe appreciate your of lice submitting the authorization from [redacted] listing your office as an authorized recipient of her PHIThe matter at handIn her correspondence [redacted] shared the details of several conversations which she had with our customer service team members regarding her family deductible and how she has repeatedly received conflicting informationAdditionally [redacted] submitted her request for reimbursement of $for $for and $for in additional costs she has had to render due to her perspective that our office exceeded her deductibleOur review Upon receipt of [redacted] 's inquiryWe commenced an investigation into the concerns presented and we discovered the following: During the May 26, 2015, call our customer service can then her incorrectly advised that two individuals had to meet $towards the deductible in order for the family deductible to the netThe member has an embedded deductible which means once an individual meets their portion of the deductible: services are paid for that person without the entire family deductible being metAll other family members can contribute to the balance $to meet the family deductible

[redacted] -- As previously indicated to your office, we need to have the meber's written consent to release his PHIAs our records do no reflect that we have received it neither from you nor the member, we will response directly to the memberIn the event that we should receive this information, then we will share our findings with you If you have any questions, you may call me at ###-###-#### Reginald Hall-Gregory Executive Inquiries Specialist [redacted] ***Philadelphia, PA 19103P ###-###-#### x*** | F ###-###-####

Re: [redacted] size="3">Dear Mr [redacted] : I am writing to acknowledge our receipt of your March 3, 2015, correspondence to Detra D [redacted] , Manager of the Executive Inquiries DepartmentWe appreciate your writing to alert us to Ms***'s concern(s) In order to fully address the concerns you have presented, additional research is necessaryI have forwarded your correspondence to the appropriate liaison for further reviewHowever, as you may be aware, the federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual’s written approval before using or disclosing her/his protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval, called an “authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy rule Our records indicate that there is no authorization for you to receive this member’s PHIAs a result, we cannot disclose any information regarding our memberWe ask that you have Ms*** complete the enclosed Authorization to Release Information formIn order for us to consider the authorization valid, all sections of the document must be completedShould Ms*** require assistance, instructions for the completion of the form are located on the back of the documentWhen she has proved you with the completed the authorization form, to expedite our receipt, please forward it to me via email as a PDF If we have not received the completed autorization form by the time we have finalized our review, we will respond directly to Ms*** Mr [redacted] , should we complete our review before the completed form is received, we will be required to correspond our findings directly to Ms***Thank you for bringing this matter to our attention and for the opportunity to address her concerns Sincerely, Yvonne MP [redacted] , Specialist/Executive Inquiries Enclosure

dear ** [redacted] : As a result of your inquiry, we have cancelled the policy for ** [redacted] as never effectiveThis was completed on January 30, We apologize for any inconvenience suffered by ***He can disregard the invoice that he received If you have any questions, please contact me at ###-###-####Iw ill be glad to assist you sincerely, [redacted] ***, Specialist Executive Inquiries

To Revdex.com of Metro Washington DC & Eastern Pennsylvania - We have received the complaint under complaint number [redacted] We will commence an investigation and will provide your office with our response upon the conclusion of our review Regards, Rafael * D [redacted] Executive Inquiry Specialist Independence Blue Cross

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[redacted] ***, Good morning, I am writing to acknowledge the complaint, recognized under your identification number of [redacted] , regarding [redacted] *** The federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual’s written approval before using or disclosing his/her protected health information (PHI) for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawThe written approval, called an “authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy rule For your covenience, I have attached a HIPAA Authorization Form for [redacted] ***'s completionYour office may returne the comleted form to my attention via fax at ###-###-#### or you may scan and e-mail it to me at [redacted] @ibx.com In the interim, we have commenced an investigation into the matter presentedUpon receipt of the completed and valid authorization form from [redacted] naming you and your office as an authorized recipient of her PHI, we will provide your office with our response [redacted] ***, should you have any questions, please contact me directly at ###-###-#### Thank you Sincerely, Rafael *D [redacted] Specialist, Executive Inquiries Department Independence Blue Cross

November 6, Dear [redacted] ***, I am writing to respond to your recent letter to the Manager of the Executive inquiries Department, Detra D [redacted] The purpose of our letter is to inform you that as of October 26, 2015, our investigation is still underway regarding [redacted] 's concernsShe will receive a written response shortly.As you are aware, the federal Health Insurance Portability and Accountability Act, known as the HIPAA Privacy rule requires that we obtain an individual's written approval before using or disclosing his/her protected health information or PHI for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawPHI is individually identifiable health information transmitted or maintained in any form or medium (including written, spoken, or electronic) related to health care, health conditions, payment for care, and identityThe written approval, called an '”authorization”, must contain certain required elements for us to consider it valid under the HIPAA Privacy ruleShould [redacted] wish to designate you/the Revdex.com to be the recipient of her PHl, please have her complete the enclosed Authorization to Release Information FormTo be considered valid, all required categories must be fully completedThe instructions are located on the back of the documentPlease return the completed form toIndependence Blue Cross, Executive Inquiries Department - Tedra F [redacted] , [redacted] Philadelphia, PA *** [redacted] ***, thank you for writingIf you have any additional questions, please contact me at ###-###-####I will be happy to assist youSincerely,Tedra F., Specialist.Executive Inquiries

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Description: Insurance - Health

Address: P.O. Box 1210, Newark, New Jersey, United States, 07101

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