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Business Profile

Insurance Companies

Coventry Health Care, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Coventry Health Care, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Coventry Health Care, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/02/2025

      Type:Product Issues
      Status:
      Answered
      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 received a physical card in the mail even though they assured I would. They emailed me a card 

      Business Response

      Date: 05/16/2025

      Dear Mr. ******* *********:

      Please see our response to complaint #******** for ***** ******* that was received by us on May 10, 2025. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

      Upon receipt of your request, we immediately reached out internally to have Ms. ******* concerns reviewed. Based on the review we have confirmed we cannot complete a refund at this time since the member has initiated a chargeback directly through their bank. The issuing bank will make a decision, which will result in either a final chargeback or a chargeback reversal.

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Mr. ******* concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at ********************************

      Sincerely,

      ******** *.
      Analyst,Executive Resolution
      Executive Resolution Team

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Answered
      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.
      On 4/21/25 I paid $485.95 for my first month's premium on a insurance policy I was supposed to receive from First Health. The policy information was found to have "no match" when I tried to use it at my pharmacy. I purchased policy through Healthcare Memberships, said to be licensed insurance agents. They confirmed twice the policy information I had was correct. I canceled phantom policy 5/6/25 & have been attempting to recover my money through my bank. When I call First Health they just hang up on me.

      Business Response

      Date: 11/19/2024

      Dear Mr. ******* *********:

      Please see our response to complaint #******** for ******** ****** that was received by us on November 09, 2024.  Our Executive Resolution Team researched your concerns,and I would like to share the results of the review with you.

      Upon receipt of your request, we immediately reached out internally, to have Ms. ******* concerns reviewed. Based on the review it has been confirmed that First Health is a rental network that is used for pricing on claims. Ms. ****** will need to contact Aither Health at ************** or by email at ************************************* to discuss the refund request.                                                       

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ******* concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at **************************.

      Sincerely,

      ******** *.
      Analyst, Executive Resolution
      Executive Resolution Team

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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.]

      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. 

      Regards,

      ********* *****

      Business Response

      Date: 11/20/2024

      Dear Dispute Resolution Team:

      Please see our response to complaint #******** for ********* ***** that was received by us on November 09, 2024.  Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

      Upon receipt of the members concerns we immediately reached out to investigate. We found that the members plan is with *******************, which is a third party that is affiliated with ***** via the First Health network. ***** does not own the policy, but we did reach out to a contact with *******************. They contacted the member directly to resolve the issue. At this time, they have advised that they provided the full details of the policy before and after the member purchased the plan. However, as a courtesy, they cancelled the plan and refunded the member.

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ****** concerns.  If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at **************************.

      Sincerely,

      ******* *.
      Analyst, Executive Resolution
      Executive Resolution Team

    • Initial Complaint

      Date:11/27/2023

      Type:Billing Issues
      Status:
      Answered
      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 attaching photos (jpgs) of the front and back of the insurance ID card I received from the First Health Network. Please note this is NOT the policy the sales person told me I was signing up for. He told me I'd have insurance through ************ PPO. Please let me know if you need additional information from me. Thank you,


      ****************************

      *** phone number to request a refund, stating this was fraudulent, the ** rep stated I was out of the "30 day refund window." I requested for my policy to be canceled. When I requested to speak to a manager, he hung up on me. I've gone ahead and filed a dispute for all three charges with my bank. This company is blatantly fraudulent and should not be allowed to operate this way. The Insurance policy card lists First Health Network as the provider. Member Name is *************************. Member ID is ***********

      Business Response

      Date: 02/09/2024


      Dear **********************:

      Please see our response to complaint 20886343 for *************************;that was received by us on February 05, 2024. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

      Upon receipt of Ms. ****** concerns, we immediately reached out internally to our First Health contact. We were able to confirm the members plan carrier/administrator is ***************************. The hospital and physician network the plan uses is First Health which is a subsidiary of Aetna however, Aetna does not handle the plan benefits, claims, or any plan administration. Our First Health contact was able to get a direct phone number for the member to use regarding any questions or concerns she has about her plan. That phone number is ************.

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ***********;concerns. If there are any additional questions regarding this particular matter, please contact MBA Merchants, the plan administrator, at the phone number listed above.

      Sincerely,
      Destiny S.
      Analyst, Executive Resolution Team


    • Initial Complaint

      Date:04/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      DO NOT DEAL WITH THIS COMPANY (FIRST HEALTH OPEN ACCESS PPO) My partner and I recently moved to the USA and were seeking health insurance. After searching briefly online and imputing her phone number, she was contacted by a First Health agent. This agent rushed my partner to sign up that day, as she was told if she didn't pay her first month immediately, she would have to wait an entire month before being covered. The agent gave my partner (verbally) figures for our co-pay, deductible, and out of pocket, as well as including two free dentists appointments and two free vision appointments per year. We paid the agent, and were told our cards would arrive within 7-10 days. We never received any documentation email from the company, just what was verbally spoken over the phone. We were not told that this is NOT HEALTH INSURANCE, but a discount program. It took me a whole day of phone calls, being transferred endlessly, before being told that i signed up for a discount program and that in the case of a catastrophic health event, I was not covered. There were no free dentists appointments, and the co-pay and deductible that were promised do not apply to discount programs. It has been 23 days and we have not received our cards from this company, I imagine they are waiting until the 30 day cancellation period is up before we receive our cards (if we ever will.) We called to cancel and were told verbally that our plan is cancelled, but again, received no confirmation email. I am now aware what a PPO is, and I know that i am to blame for not researching that correctly, but I believe that the agent was predatory to rush the sale, and lead us to believe that we were receiving health insurance. Our only saving grace is that we recorded our phone call with the agent who made these false promises, and we hope that will benefit us when we seek our full refund.

      Business Response

      Date: 05/12/2023

      Dear Dispute Resolution team,

      Please see our response to complaint # ******** for *********************** that was received by us on May 11, 2023. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

      Upon receipt of the complaint, we immediately reached out internally for review. We confirmed that a First Health plan does not exist, their only purpose is to sell preferred provider organization (PPO) networks to health plans. First Health is only listed on the member identification card because they provide a service to the actual health plan. A member of our First Health team contacted **************** today, to advise. However, **************** stated he received a refund from his credit card company and is satisfied with the outcome.

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ******’s concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at [email protected].

      Sincerely,

      Sincerely,

      ************
      Analyst, Executive Resolution
      Executive Resolution Team

    • Initial Complaint

      Date:04/04/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      [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.]

      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. 
      ---------- Forwarded message ---------
      From: ********************* <********************>
      Date: Tue, Apr 25, 2023 at 4:55 PM
      Subject: Complaint ******
      To: Mybbb Info <[email protected]>

      Hello,

      I would like to close out my complaint. It was rectified by the company. 
      Complaint #******.

      Please advise what steps I need to take.

      Kind Regards,
      *********************
      Regards,

      *****************************
      don’t think it’s any of their business who I signed up with or who my primary care doctor name is. I wanted to cancel right after I signed up and wanted a refund but they refused to do it. They gave me false information. After a lot of run around I just stayed with this bad company and prayed I’d get a job and get health insurance through my employer. But I still don’t have a job so I switched insurances so I can keep all my doctors. I don’t know what kind of company they are but they are awful. They prey on people’s misfortunes. I canceled this insurance today 4/4/2023. I don’t want them to charge anymore premiums on my credit card. Please expedite ASAP. Thank you.

      Business Response

      Date: 04/21/2023

      Dear **********************:

      Please see our response to complaint ******** for ***************************;that was received by us on April 17, 2023. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

      Upon receipt of the consumers concerns, I immediately reached out internally to our First Health point of contact. He advised he made outreach to the member directly to obtain additional information to help identify where the issue occurred. With the additional information ****************** was able to provide, he was able to coordinate the appropriate outreach and both carriers have agreed to refund the member her money and she's satisfied with the outcome. I was informed this was not an issue with First Health.

      We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address **. *********************;concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *****************.

      Sincerely,
      Destiny S.
      Analyst, Executive Resolution Team

    Coventry Health Care, Inc. is NOT a BBB Accredited Business.

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