Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid this company over $400 agreeing to health insurance vision and dental 3 days ago (Friday). After downloading the app and reading all the fine print, this is NOT health insurance. It is a savings plan. I.e. save $50 to visit ***, save $200 for emergency visits. That is not the health insurance they described. No deductible when visiting doctors. Medical appointments paid 80%. No charge for dental x rays, cleaning, check up with 60% procedures coveted (orthodontist, fillings, root canal, etc.)

  Business Response

  Date: 06/26/2025

  Dear ********,

  We take your concerns very seriously and are sorry to hear about your experience. Please understand that Colonial Health is a plan name, and we are the member services department. We do not sell products. We are a customer care department that handles, billing,  fulfillment and customer service.  If you would like assistance, please contact ****** ********* at **************. We  look forward to hearing from you..

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23406228
  
  I am rejecting this response because:

  This "company" is scamming consumers. Their response was to contact some random woman. No thank you.

  Somehow they have linked up with the healthcare marketplace and are misleading consumers by offering health insurance.  

  i merely want consumers to BEWARE of this fraudulent entity.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/27/2025

  Dear ********,

  We have thoroughly reviewed your file and noted that you signed up on May 30, 2025. On this date, you were sent an e-signature document that detailed all the benefit information. We provide this document to ensure that potential members are fully aware of the benefits being purchased. It is documented that you read and signed this document on May 30, 2025.

  As a reassurance, we offer our members a 30-day look period.If for any reason you are not satisfied, the policy can be canceled, and a full refund will be issued. Our records show that you called our office on June ******, and canceled your plan. Your cancellation was processed immediately, and you were refunded in full.

  We kindly requested that you call and speak with ****** ********* at ************** because these plans are sold by independent agents across the nation. If an agent is not describing the plan accurately, we would like to gather those details to address the agent or agency and ensure there are no miscommunications.

  We are sorry that the plan did not work for you and wish you all the best in the future

  Customer Answer

  Date: 06/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However, this business is less than reputable. 

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint to report a misrepresentation of services by Colonial Health. In March, I filled out an online form through the Marketplace website to explore public insurance options. Shortly after, I received a call from a representative of Colonial Health. I explained my situation and the need for comprehensive insurance that would include routine procedures (colonoscopy), doctors visits, and preventative care. The representative assured me they had a plan that would cover 80% of services for approximately $350 per month. He said the premium would be higher, but it offered more coverage. Based on this, I agreed to *********** first appointment was 3/27 and I received two bills for services not covered, one for $157.68 and one for $574.25 from "*********** Medical", not Colonial Health. WHAT? This was not what we spoke about during initial enrollment.When I scheduled my routine colonoscopy in May, the hospital requested $3,000 up front for services not covered through insurance. Confused, I contacted Colonial Health and spoke with a different representative. I was told the plan would only cover $50 for the procedure. I expressed that I had been told during enrollment, specifying my situation, that it would cover 80% and this was a key factor in my decision to purchase the plan. The 2nd representative confirmed I was provided inaccurate information and offered a supplemental number I could call that may cover UP TO 70% but could not guarantee any additional coverage. At that point, I was informed by the hospital that without insurance, the procedure would cost $1,500 half of what they quoted with this insurance. After multiple phone calls and no resolution, I cancelled the plan. I was misled into purchasing a limited medical membership plan under the impression it was comprehensive healthcare. This is deceptive and financially harmful, particularly for someone already struggling to navigate their healthcare. Thank you, ****

  Business Response

  Date: 06/26/2025

  Dear ****,

  We take your concerns very seriously and are sorry to hear about your experience. Please understand that Colonial Health is a plan name, and we are the member services department. We do not sell products. We are a customer care department that handles, billing,  fulfillment and customer service.  If you would like assistance, please contact ****** ********* at **************. We  look forward to hearing from you..

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid nearly $3,500 over the course of a year for health insurance with Colonial Health, believing my prescriptions and basic services were covered as promised. However, when I used my insurance, I found that the insured price of my medication was higher than the out-of-pocket cash price. Even a flu shot was more expensive with insurance than without. The pharmacist was shocked, and I felt misled.When I tried to cancel my policy, I encountered excessive red tape and delays. The only way I could successfully cancel was by canceling the credit card they were charging. Despite this, Colonial Health continued to call me repeatedlyincluding on one occasion while I was drivingdemanding that I confirm my cancellation on a recorded line. (I actually did end up confirming my cancellation while I was driving on the highway because the customer service representatives were so aggressive.) When I told the customer service representative that I was unhappy with being called so much over the past few days, she talked over me, telling me about their cancellation policies. It was rude and dismissive. She also hung up on me the second after I had agreed to cancel the policy on the recorded line. This company feels like a scamthey collect monthly payments but provide no real coverage. Their cancellation process is unreasonably difficult, and the repeated calls after cancellation amount to harassment.Desired Resolution:1. Clearer policy disclosures about what is actually covered.2. A reasonable cancellation process without excessive bureaucracy.3. An end to harassing former customers with repeated calls.Consumers should avoid Colonial Health, as they do not provide the coverage they promise and make cancellation a nightmare. I urge the BBB to investigate their business practices.

  Business Response

  Date: 03/06/2025

  We take your concerns very seriously and are sorry to hear about your experience. Please understand that Colonial Health is a plan name, and we are the member services department. We do not market or sell products. We are a customer care department that handles , billing,  fulfillment and customer service.  If you would like assistance, please contact ****** ********* are **************. 

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22999117
  
  I am rejecting this response because:

  The response from Colonial Health fails to address the concerns raised in my complaint. While they claim to be a member services department rather than the entity that markets or sells the plan, this does not excuse the misleading nature of the coverage, the excessive hurdles required for cancellation, or the repeated and aggressive follow-up calls after I had already canceled. Their reply does not acknowledge these issues or offer any solution. Instead, they deflect responsibility without taking any meaningful action to improve their processes. This response is unsatisfactory, as it does not address my request for clearer policy disclosures, a reasonable cancellation process, or an end to harassing phone calls. I urge the BBB to further investigate Colonial Healths business practices.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/01/2025

  Dear Ms. ******************* you for reaching out to us. We appreciate the opportunity to address your concerns and provide clarity regarding your experience.
  
  Regarding your concerns about the nature of the coverage,we want to assure you that our customer service team was available to assist with any questions you may have had. Our records indicate that we interacted with you twiceonce to assist with a password reset and once to process your cancellation. You mentioned feeling misinformed but did not specify what information was unclear or who provided it. If you believe the agent who sold you the plan provided incorrect or misleading details, please share the specifics of that call so we can conduct a thorough investigation.
  
  You also noted difficulties with our cancellation process.We strive to make cancellations as straightforward as possible. You may cancel your plan either by calling our customer service department, where we will assist you over the phone, or by sending an email request. Our contact information, including phone number and email address, is readily available on your card, welcome email, welcome letter, and fulfillment site.
  
  The fulfillment site is designed to provide full transparency regarding your plan. It allows you to check billing details,locate providers, look up medications, and access brochures, benefit details, certificates and much more. If any disclosures were unclear, please let us know so we can review and enhance our communication.
  
  Lastly, we want to clarify that we are not responsible for the phone calls you have been receiving. We have not reached out to you via phone or email, as you have unsubscribed from any eamil offers.
  
  We hope this addresses your concerns and we wish you all the best. 

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 22999117
  
  I am rejecting this response because:

  Dear Colonial Health,

  Thank you for your reply, but it does not reflect my experience. I called Colonial Health multiple times to understand my coverage and was assured that my prescription was covered. That was false. The price was higher with insurance than without it. Even a flu shot cost more when I presented your card. These are basic services most legitimate plans cover.
  
  Your claim that cancellation was easy is inaccurate. I followed your instructions, and emailed your company, yet my policy remained active. Only after canceling my credit card did the charges stop. Then I received multiple unwanted calls from your company insisting I cancel on a recorded line. These calls came after I had already canceled. 
  
  Saying I should provide details of the call is deflective. Its your responsibility to ensure your agents give accurate information upfront, not mine to prove a negative.
  
  Your system is confusing, your coverage is misleading, and your response fails to address the core issue: I paid thousands for insurance that was worse than paying cash. I stand by my original complaint. I believe your practices are deceptive and should be investigated.
  

  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/07/2025

  Dear **** *****,

  Thank you for taking the time to share your concerns. Please know that we take all member feedback seriously and are truly sorry to hear that you felt your questions were not fully answered.

  After a thorough review of your account, wed like to provide some clarification on the history and details of your membership:

  Our records indicate that you enrolled through an independent agent on January 11, 2024, with your coverage becoming effective on January 15, 2024. On the day of enrollment, an e-signature document outlining all benefit details was sent to you. This document, which you reviewed and signed on the same day, was also emailed to you for your records.

  Additionally, on January 20, 2024, you accessed your online member fulfillment portal and accepted the acknowledgment that the plan is not a major medical policy, and it does not meet the minimum standards required.This portal is designed to give members easy access to benefit details,prescription coverage, provider directories, ID cards, certificates, and more.

  To ensure member satisfaction, we provide a 30-day review period during which the policy can be cancelled for a full refund if it does not meet your expectations.

  We also noted several points of contact:

  On February 23, 2024, you contacted *************** for assistance with your portal login. Our team assisted you during that call, it was completed and the call ended.

  On September 27, 2024, you emailed us regarding flu shot information. A team member followed up with a detailed voicemail and provided contact details for further support.

  On February 27, 2025, you called to cancel your policy,citing dissatisfaction with claims. The representative processed your cancellation during that call.

  You mentioned in your complaint that you called multiple times regarding prescription coverage and were assured your medication was covered. We have reviewed our call records and found no inquiries about prescriptions, aside from the flu shot email mentioned above.

  Regarding cancellation via email, we do accept cancellations by phone or email. If you have a copy of the email you mentioned, please forward it to us, and we will promptly investigate and correct any errors.

  Finally, we want to assure you that we have never intended to deflect any questions. As previously explained, we do not sell plans directly; instead, independent licensed agents handle that process. Our role is to provide customer service, and billing.

  We hope this message addresses all your concerns and we wish you all the best. 

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Representative assured me that both me and my wife's ** is in network as well as the hospital, but they don't cover anything. After 1 ER for my wife we received a bill for what the insurance didn't cover, it was $30,000. This company is full of false advertisements and false promises

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never had colonial insurance Im not sure were they came from and when we were signed up for ****** care insurance we had high **** insurance and a secondary insurance that was a one time payment which I had to pay immediately but before any of that insurance started I had to cancel because my husband lost his job and we went back on ******** and I am in disability. They are taking ****** a month that we can not afford its now twice balanced my account bad and I just figured out today what it is thats doing it and I just want my money back I never used their services I canceled any services before they started and if they were the secondary insurance I supposedly made my one time payment already anyway and they should not be taking money out if my account .

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this insurance for my wife. It didn't pay for s*** ************ is a fraud. Now we owe ***** dollars to the hospital. After our child was born we canceled. We should get a refund back of how much we paid this insurance

• Initial Complaint

  Date:12/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged by Colonial Health 269.95/month since February 2021 to the present for heath ********* I do not have. I do not ever recall having contracted with Colonial Health for their services and would have no need to, as I am fully insured by my employer. I have not been able to address this matter sooner for personal reasons. Their low rating now has me deeply concerned that I may be a victim of fraud.

  Customer Answer

  Date: 12/13/2023

  Thank you for your help.  Another follow up concerning my pending complaint re; Colonial ****** I was able to reach them Monday at ************. ******* I spoke with said they have no record of a cancellation until THIS MONTH. This does not represent the entire story. My daughter began receiving random emails from them recently and finally responded Monday asking them to stop. CH is treating this as the date of cancellation, but in fact happened no later than 9/2022 when she began her new job with a different insurance provider. Sh was very frustrated by the cancellation process, needing to make several phone calls until being assured the policy was cancelled. Only now we found it it wasnt.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I have contacted this business for months we are either hung up on or disconnected. I pay for the ins it covers my daughter she cancelled it in July they say they have no record so they continue to keep taking it out for the last 3 months Im tired of being ignored

• Initial Complaint

  Date:03/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a policy with this company, which I found on the healthcare.gov website. The representative that I spoke to stated that they offered a 30-day look, and that the policy could be canceled during that window. My policy start date was December 1, 2022. I sent an email to the contact that I was given on December 27, 2022, within the 30-day cancellation window. I never got a response, and I have been charged $324.95 every month for a policy that is useless. This is not even health insurance; it is a membership plan that I can't use. I told the representative that I talked to that I was seeing a mental health care provider for EMDR treatments. It turns out this membership plan only allows four doctor visits per year. I tried to find a provider and was not able to find one to continue my treatments. This is a complete ******* preying on people looking for low-cost health insurance. I am 64 years old and cannot afford to be taken advantage of like this. I want a refund.

  Business Response

  Date: 04/21/2023

  Dear ****************,
  Please accept our apologies. After some careful research it was determined that a cancellation letter was received and unfortunately overlooked.  We have immediately credited you back your monies as you did cancel within the first 30 days and were entitled to a full refund.
  Once again, we apologize for any inconvenience and if you have any additional questions, please do not hesitate to contact the customer service department at *************.

  Customer Service

• Initial Complaint

  Date:09/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had three hospital visits along with the *** none of which were covered and I had turned out I had shingles, than I found out I did not purchase medical insurance at 500 dollars a month which I was told I was purchasing but a discount card. My card did not come until after my visits so I did my know. After receiving my card on bottom of card in fine print says not a health insurance. Do not get scammed by this company.

  Business Response

  Date: 10/14/2022

  Hi *****,

  Thank you for taking my call this morning.  As I explained during our conversation, I reach out to ********************** to get additional information and see how I can help him with his complaint.
  

  I was unable to find ********************** in our system and reach out to him for additional information. We had gone back and forth several time and after much debate ********************** requested that I contact the BBB as he felt they may have filed the complaint under the wrong company as he had never heard of Patriot Health.

  
  Please reach out to ********************** and confirm this information as I do not want this complaint to appear on our profile.

  
  Patriot Health, Inc. 

  Business Response

  Date: 10/14/2022

  Hi Ms. ******************** style="font-size: 0.875rem;">************** purchased a Colonial Health membership in the ************************** (UCA).

  This membership contains an array of consumer benefits including: ********************************** coverage; ************************ coverage; access to a provider network that provides discounted rates; and various non-insurance benefits.

  This membership is sold by independent licensed agents. The enrollment form clearly states that the membership is not major medical insurance. In addition, members are given 30 days to cancel and receive a refund.

  Immediately upon purchase, members are provided a link to logon to their portal. Records indicate that ************** purchased her membership on August 1, 2022 and logged on to her portal August 31, 2022. The portal contains all her membership information, including brochures that outline what benefits are provided and her insurance documents. ************** did not cancel her membership until October 3, 2022, she was issued a refund for the last month.

  We are disappointed that ************** is not satisfied with her UCA membership.

  Sincerely