Independence Blue Cross

April 22, 2015Dear *** ***:Our Supervisor of the
Executive Inquiries Department, Detra D***, has requested that I respond to your recent correspondence regarding *** ***The purpose of this letter is to inform your office that we have responded directly to *** ***.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.As we have not received an authorization form from *** ***, naming you and your office as an authorized recipient of his PHI and to prevent any unnecessary delays, we have directed ourresponse to *** ***.*** ***, we appreciate your office bringing *** ***'s concerns to our attention.Sincerely,Rafael ** D***Specialist Executive Inquiries Department

April 7,
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*** *** ***
Revdex.com/Metropolitan Washington D.Cand Eastern Pennsylvania
*** ** *** ***
*** ** ***
*** *** *** ***
*** *** ***
*** *** ***
I am writing to respond to your recent letter to the Supervisor of the Executive Inquiries Department, Detra D***
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 law
While our records indicate that there is no authorization for you to receive *** *** PHI, because the nature of *** *** complaint is general in nature we are able to respond to your office
We received an email confirmation from our Web Support Unit advising that *** *** account is operable and she should be able to obtain his account online
*** ***, thank you for writingIf you have any additional questions, please contact me at *** ***I will be happy to assist you
Sincerely,
Sylvia B***, Specialist
Executive Inquiries

*** ***
I am writing to acknowledge the inquiry regaridng *** *** ** ***
We are currently investigating *** ***'s concerns and will provide our response to as expeditiously as possibleThis is not our final response
We appreciate your providing the HIPAA
authorization for *** ***
Thank you,
Rafael ** D***
Specialist, Executive Inquiries Department

[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 was a bit uncomfortable providing a HIPPA form to Revdex.com (no offense intended). What I really needed was to get the attention of someone at Independence BlueCross (IBX) who could do more than just repeat what's in their database on this matter, and cared enough to get to the root of the problem. The woman who responded from IBX is that person. She clearly knows what she needs to do to resolve this issue and has a vested interest in doing so.* She and I are in direct contact and she has now figured out what the problem was. It has been corrected and we just have to wait to confirm that IBX will now pay the bill
*My experience with IBX over the last year has been VERY frustrating; there have been several issues like this that I've spent literally hours trying to resolve, and this one has gone on for months now! When Customer service (CS) looks up some issue in their DB they can only tell me what’s in their system which more often than not doesn’t make sense and doesn’t help. They keep making promises that I’ll hear back from them and I never do and they make similar broken promises to the providers as well
I had an issue with a Dec bill for my wife that took ~months to resolve, and it only got resolved when I complained about it on Facebook and finally got in touch with someone who could get to the root of the problem (CS was useless)
I still have an ongoing issue with a Dec bill for me that we finally figured out had to do with the billing code. Bill resubmitted a month ago and still no response from IBX nor any updates on the online system.I am and in all my years of dealing with insurance providers I have NEVER had such a frustrating and unpleasant experience. This company has got some serious problems they need to get to the root of and fix because they are just awful to deal with. Take a look on their *** page and you'll see many other customers with similar problems.Regards,*** ***

Dear *** ***:
I am writing to acknowledge our receipt of your December 14, 2014, correspondence to *** ***, Manager of the Executive Inquiries DepartmentWe received your inquiry on December 15, at which time, I attempted
to acknowledge our receipt, but a systems issue prevented my ability to do so until today. We appreciate your writing to alert us to your concern(s).
Please be advised that on December 15, I forwarded your inquiry to the appropriate liaison for further review
*** ***, thank you for your patience while we resolve this matterYou may expect our response shortly.
Sincerely,
Yvonne P***
Specialist/Executive Inquiries

Good Morning *** ***,
I am writing to acknowledge receipt of *** concernsI am sending an email to our Enrollment Department to the attention of *** *** about his concerns
I will be in contact with you shortly
Sincerey,
*** ***, Specialist
Executive Inquiries

Re: *** ***
Dear Ms***:
">
I am writing to acknowledge our receipt of your July 9, 2015, correspondence to *** ***-***, Supervisor of the Executive Inquiries Department. We appreciate your writing to alert us to your concern(s)
As you are aware, the Federal Health Insurance Portability and Accountability Act (HIPAA), known as the HIPAA Privacy Rule, requires that we obtain an individual’s written approval before using or disclosing their protected health information (PHI) for any purpose not permitted or required by the HIPAA Privacy Rule or other applicable lawOur records indicate that there is no authorization on file for you to receive Mr***'s PHI
In order to provide you with the information you’ve requested, please have Mr*** complete the attached Authorization to Release Information formTo be considered valid, all areas of the document must be completedInstructions are listed on the back of the form should assistance be requiredPlease return envelope to return the form to my attention.
In the interim, we have initiated a review of the issues you presentedHowever, if we do not receive the completed authorization form by the time we have completed our review, we will correspond our findings directly to Mr***Thank you.
Sincerely,
Yvonne MP***, Specialist
Executive Inquiries
Attachment

***,
*** is not our memberShe is a member of *** *** of FloridaPlease contact them for more details concerning this member at:
10pt">CoventryOne Direct Customer ServiceToll free: ###-###-####TDD: (for the hearing impaired)Hours of operation: Monday through Friday between 8:a.mto 6:p.mEST
Sincerely,
*** ***, Team Manager

The HIPAA form will contain my name so I will not send it to the Revdex.com. They do not need the HIPAA form

Good Morning ***,
Please advise if the member provided your office with a copy of the completed HIPAA authorization formIf so, please provide our office with a copy
Sincerely,
*** ***, 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 never received any authorization form that they claim they sent. I am not filing this complaint "on behalf" of ***, I am ***I am the account holder. I am asking for information about my own plan.In addition, I did receive a booklet in the mail about a week ago titled "Everything you need to know about your health plan." On page is a section titled "Section EX - Exclusions." It starts with "The following are excluded from your coverage:" and it proceeds with a fairly extensive list. On page is number on this list "Any treatment of Mental Illness, including Serious Mental Illness, or Substance Abuse;" Under the new health care law, you are not allowed to exclude coverage for any of these illnesses. I called HealthCare.gov, and they confirmed that such exclusions are a violation of federal law.Please send me a revised book that complies with the law. You can send it to my address on file, so no authorization form should be necessary
Regards,
*** ***

***,
As requested by MrLambert, IBC will correspond directly with him
Sincerely,
Detra Davidson, Manager
Customer Service

Our Supervisor of the Executive Inquiries Department, Detra Davidson-Stewart, has requested that I respond to your January 16, 2016, correspondence regarding *** ***.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 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.We appreciate your office submitting the authorization from Ms*** listing your office as an authorized recipient of her PHI.The matter at hand In her inquiry to your office, Ms*** indicated that her health insurance is supposed to begin on February 1, Additionally, Ms*** mentioned that despite having cancelled her January coverage plans in December, she has since received invoices for two health care insurance plans in January In conclusion, Ms*** advised that she has no access to January coverage benefits, as they were cancelledMs*** shared that her desired outcome is for Independence Blue Cross (IBC) to cancel both of the plans she had previously considered for January, as IBC confirmed in December Our review We identified that Ms*** purchased her coverage plan through the Federally Facilitated Marketplace (FFM) and in accordance with the FFM guidelinesWe must first receive notification from the FFM prior to making any enrollment or coverage changesMs*** will need to reach out to the FFM at ###-###-#### to request that it void or cancel her coverage before we can cancel her current coverage.We trust that this information will be helpful to youPlease contact me at ###-###-#### with any additional questions specific to this matter and I will be pleased to assist you.Executive Inquiries Department
Sincerely,
Rafael PD***

[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:
It has not been resolvedI am attaching the completed HIPPA formIt was also faxed to Rafael D*** at IBX, ###-###-####
Regards,
*** ***

I am writing in response to the May 2, letter to *** ***-*** on behalf of Mr*** ***Your complaint was received in our office on May 9, and concerns the enrollment status of Mr***’s vision plan. 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 PHIWhile our records indicate that there is no authorization for you to receive this member’s PHI, we want you to know that we have reviewed ***’s complaint to your officeIt was identified that we previously resolved this matter on April 22, and currently consider it closed. Ms***, we appreciate your bringing Mr***’s concerns to our attentionIf you have any additional questions, please do not hesitate to contact me at ###-###-####. Sincerely, Jamela W***Customer Touch Point Analyst IIExecutive Inquiries*** *** *** *** ***Philadelphia, PA

*** ***,
May 12, Dear *** ***:Our Supervisor of the Executive Inquiries Department, Detra D***-***, has requested that I respond to your May 5, 2015, correspondence regarding *** ***The purpose of this letter is to inform your office that we have responded directly to *** ***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.As we have not received an authorization form from your office with *** *** naming you and your office as an authorized recipient of her PHI and to prevent any unnecessary delays, we have directed our response to *** ***In our April 29, 2015, response letter, we addressed *** ***'s concern completelyI trust that *** *** will find that our response sufficiently resolved her concerns*** ***, we appreciate your office bringing *** ***'s concerns to our attentionI kinldy ask that you share this letter with your colleague*** *** *** as we have received and responded to inquiries regarding *** *** from *** *** as well
Regards,
Rafael *D***
Executive Inquiries Department
Independence Blue Cross

I decided to go with Independence Blue Cross for my health insurance because they are a reputable company with good healthcare plansLittle did I know, IBX has the worst customer service ever that gets nothing accomplishedI have paid every month since my plan with them in January startedAlthough, I repeatedly get notifications that my account is past dueI have called numerous timesMore than is acceptable at all to find my payments that are floating around somewhere not applied towards my accountEach person I have spoken to has reassured me that this is getting taken care of, yet it is now April and I am still dealing with this issue that began from the very startI am appalled and can not wait for IBX to fix this problem so I can move onto a new company with good customer service

attached is the HIPAA Authorization form to be completed by the memberPlease return it to my attention
Thank you,
*** ***
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:
Regards,
*** *** IBC didn't respond with a resolution, rather a request for more infoWhere is the HIPPA form they are requesting to fill out? There was no attachment

November
17, Dear
*** ***:I
am writing in response to the recent inquiry received
from the RevDex.com (Revdex.com) on your behalfThe purpose of this letter is to inform you that
we issued a refund to you for $289.15.We
apologize for any inconvenience this situation may have caused you and want you
to know that the appropriate members of our Leadership Team are aware of your
experience.On
November 10, 2014, we notified the Revdex.com that we needed a valid authorization
form signed by you, which would allow us to communicate your protected health
information to their officeSince we did not receive the form, we are
responding to you directly.After
a care review of your account, here is what we have identified:Your policy effective date was January 1, 2014, and cancel date is April 1, 2014.Total payments posted to your account# *** equals $1,156.60; however, since this policy was active from January through April 1, you will receive a refund in the amount of $289.15. The refund $was processed on November 17, You should receive it within to ten business days.*** ***, thank you for bringing your concerns to our attentionIf you have any
questions, please contact me at ###-###-####I will be glad to assist you.Sincerely,Scott Y