Complaints

This profile includes complaints for Detego Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Detego Health

  2301 N 117th Ave Ste 200 Omaha, NE 68164-3484

• 

  Detego Health

  759 N 114th St #300 Omaha, NE 68154

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:01/15/2025

  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.

  This health insurance company ensured my family and I that we would have coverage for our medical appointments having two toddlers and a newborn after facing unemployment and being on leave for child bonding. After obtaining new employment and stable health insurance we began receiving bills from our provider stating that our insurance did not cover us as they said they would. Once we began receiving these bills we called and were sent to voicemail never hearing back. It took weeks to hear back and only hearing back once stating that we were filing a complaint. We were told it would be looked into and information was sent stating it was coded incorrectly and would be resent. I requested an update two weeks after and I have not heard back. I have called once again was sent to voicemail. I called the phone number back that called me and spoke to someone who stated that they didn’t have those claims for the dates I provided even though they were already confirmed and identified done incorrectly. When asked to speak with a supervisor I was told that’s not possible that they would have to call me back. This has been an ongoing concern since November and we have given them adequate time to correct this issue or at least provide a valid reason for the issue.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  
  I
  want to start by thanking the Bureau for bringing this matter to our attention.
  It is our intent to cooperate fully with the Bureau and assist *** ******** in any way that we can.  Our own investigation had revealed that *** ********’s
  claims were initially denied in error. Those errors were caught internally, and
  the claims were in the process of being reajudicated and paid when the Bureau’s
  inquiry was received. Specifically:
  
  Claim
  ***** – denied on 9/6/24, reconsidered and paid on 1/11/2025
  Claim
  ***** – denied on 9/12/24, reconsidered and paid on 1/11/2025
  Claim
  ****** – denied on 11/4/24, reconsidered and paid on 1/24/25
  Claim
  ***** – Paid on 10/3/24 with an additional payment due to reconsideration on
  1/24/25
  
  Only claim
  **** was denied as a non-covered service under the terms of *** ********’s plan. If she wishes to appeal that decision, the process for filing an appeal is quite simple and information regarding how to do so have been provided in her plan materials.
  
  We are sincerely sorry for the inconvenience caused to *** ********. We hope that this resolution is satisfactory to her and that this has been responsive to the Bureau’s inquiry. If there is any additional information that we can provide, please do not hesitate to contact us and it will receive our immediate attention. Thank you for your consideration.*
  
  Sincerely

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are not telling the truth. They did not catch the error, I did. They provided many difference explanations and have lied. They transfer to different companies and only took me serious once a complaint was filed. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  I purchased a health insurance plan through Detego Health to start on January 1, I paid for the first month on 12/21/24. I still have no insurance information. I am unable to fill prescriptions and I’m receiving bills from my doctor that I saw on Jan 2 because I have no proof that I’m insured. Detego health has said it is the fault of **** ****** but then also tells me that I cannot contact **** ***** because they will not have information for me. It is unclear who messed up, but it is ridiculous to pay so much for insurance only to have nothing and have to pay out-of-pocket until this gets sorted out. Completely unacceptable, especially considering that paying for private insurance is obscenely expensive.

  Business Response

  Date: 02/03/2025

  Response is attached.

  Customer Answer

  Date: 02/04/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* *********

• Initial Complaint

  Date:01/07/2025

  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.

  Member of detego health plan for the year of 2024 , where premiums of 622.79 for health coverage were auto deducted from my checking account from 1-1-24 thru 12-31-24 and they are not paying any of my claims for lab work from *** **** or my primary doctor visits and I’m getting billed for the full amount of claims over a year old and when contacted them they holding the claims and.not processing them

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Subject: Response to Bureau Inquiry Regarding Claims| Mr.
  Abrams

  
  We would like to begin by expressing our gratitude to the
  Bureau for bringing this matter to our attention. We are committed to fully
  cooperating with the Bureau and assisting *** ****** in any way possible.
  Our internal investigation has revealed that the claims in
  question were either paid or denied due to duplication of submission. The
  specific details are as follows:

  
  Claim
  ***** for $260.00 paid on 4/19/24 (Date of Service: 1/18/24) – Paid
  $119.44
  Claim
  ***** – Duplicate of Claim 34469 – Denied on 3/22/24
  Claim
  ***** – Duplicate of Claim 34469 – Denied on 3/22/24
  Claim
  ***** for $416.85 paid on 1/14/25 (Date of Service: 7/10/24) – Paid
  $114.40
  Claim
  ***** for $260.00 paid on 10/9/24 (Date of Service: 7/18/24) – Paid
  $117.15

  
  We sincerely apologize for any inconvenience caused to *** ****** and hope that the resolution provided is satisfactory. We trust this
  response adequately addresses the Bureau's inquiry. Should you require any
  further information, please do not hesitate to contact us, and we will promptly
  assist.
  Thank you for your attention to this matter.
  Sincerely,
  Detego Health

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  *** **** bill acct# ******** in the amout of $529.20 has yet to be to be paid and processed according to *** ****.  I paid in full the amount of 529.20 on 11/11/24 to keep from being sent to a collection agency.  

   

   

   

   

   

   

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

  Business Response

  Date: 02/18/2025

  February 14, 2025
  Dear Member,
  Thank you again for bringing this issue to our attention. We
  sincerely apologize for the difficulties you’ve experienced. We fully
  understand your frustration, especially after you made your payment to *******
  on November 11, 2024, and expected it to have been covered by then.
  The delay in payment is due to the fact that checks made out
  to ******* are sent to a central billing system there, and it seems as though
  the check has not yet cleared the bank. However, we are still having trouble
  determining how you arrived at the figure you did.
  The only claim we have received from ******* was for $416.85,
  and because it was an in-network procedure, it was discounted down to $114.40. That
  amount was paid to ******* on January 13, 2025. This amount (the billed charge
  of $416.85) does not total your response of paying $529.20 to *******, as that
  is higher than the only bill we have received from them.
  Once again, we apologize for any inconvenience caused by
  this delay. Your satisfaction is important to us, and we appreciate your
  patience as we worked through this matter. Should you have any further
  questions or require additional assistance, please do not hesitate to contact
  us directly.
  Thank you for your understanding.
  Sincerely,
  Detego Health 

• Initial Complaint

  Date:08/20/2024

  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.

  I went to my primary care physician on May 21st (I believe), and did a check-up. I have called their number provided on Detego Health's card, ************* on and off, for 2 months to see if the the claim has posted. They keep replying there is no record of a claim being filed. In early August, I got suspicious that they were not going to pay so I called my doctors billing team and they said they submitted it via Fax, ************, and mail on August the 2nd. I called Detego back a few days later and they claim they have not received a claim from my doctors billing department. So I called billing to send it again to the Fax number they gave me. They sent a fax in a total of 3 times between Aug. 2nd and Aug. 16th and Detego still told me no claim was submitted. It has become clear to me that they don't intend on paying so I canceled the coverage today, 8/19/2024. I have made a total of 1 payment and $380 for May, and $333 for June, July and August. I feel this might be a case of fraud and I would like to report BBB to look into it. My "Member ID" is **********

  Business Response

  Date: 09/16/2024

  Dear BBB-

  Apologies- This just hit my desk this afternoon.  We don't often get emails into *********************.

  I've personally asked our team to review this immediately and respond back to you accordingly.  Member is showing as Active in our system as of 5/21/2024, the date of his enrollment.  Clearly, we have an issue with eligibility files from our Clearing House.

  We'll get the claims from the the doctor's office and manually adjudicate asap.  We'll ensure that the company that collected his payment- First Enroll-- also is notified of this complaint.  Member will be refunded any monies owed.

  All my best,

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

  President & CLO

   

  Customer Answer

  Date: 09/17/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** **** ****

  Customer Answer

  Date: 09/17/2024

  I have paid out of pocket $100.87 to ***** *********** as forwarded by my doctors office back in August, not wishing to damage my relationship with my provider.  I would like a refund for that as well.