ComplaintsforMultiplan, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter about ***** **** using MultiPlan and that their records indicate I'm in the MultiPlan Auto Medical Network. I am in fact not a statefarm customer, I called to confirm with them. I am also in no way associated with MultiPlan. No contact information is given on the webpage and nobody answers the phone. I want all information with my name on it scrubbed and deleted in it's entirety. I would like written confirmation for legal documentation that this has been completed.

  Business response

  03/26/2024

  We appreciate your patience while our review continues.

  Business response

  03/29/2024

  This is not the initial or the final response by MultiPlan and is only an update:

  MultiPlan replied on 3/26 indicating it was still under review.

  Today 3/29 MultiPlan received this reply after sending the below explanation and offer to assist. As such MultiPlan will have no further comment until hearing from the Attorney or the *** with all of the documentation to be shared with us and look forward to a cooperative and transparent process.

  ~~~"You will be going through my attorney and the *** at this point as you have broken the law and harassed me at my place of work. It is a complete lie that you didnt know it was a personal matter as I have all the documentation necessary that says otherwise."~~~~

  3/29 From MultiPlan:

  Thank you for the explanation this is brand new information not made available to us by the BBB, we had no idea this was a personal matter and we apologize for what took place with *************************** Physicians.
  
  We acted on what you delivered to the BBB which they delivered to us which is what you specifically wrote about the perceived association as a provider in the MultiPlan Auto Medical Network which was: I received a letter about ***** **** using MultiPlan and that their records indicate I'm in the MultiPlan Auto Medical Network. We contacted *************************** Physicians to validate our records and once validated, the best path of communication was through *************************** Physicians to have them share with you the information of how you were connected to the MultiPlan Auto Medical Network. At no point were we made aware this was a personal matter.
  
  You mention MultiPlan sent you personal mail to my private home regarding being a ***** **** customer. ********************** does not has never sold or solicited any products to Consumers directly nor through any entity including ***** ****. We are unsure what that correspondence is, there is no attachment or mention of it in the BBB complaint and we are eager to receive it from you if youd like to share it so we can understand who sent it and assist the BBB with next steps.
  
  Received from The BBB: Customers Statement of the Problem:
  I received a letter about ***** **** using MultiPlan and that their records indicate I'm in the MultiPlan Auto Medical Network. I am in fact not a statefarm customer, I called to confirm with them. I am also in no way associated with MultiPlan. No contact information is given on the webpage and nobody answers the phone. I want all information with my name on it scrubbed and deleted in its entirety. I would like written confirmation for legal documentation that this has been completed.

  3/27 From ******** ****:

  I found out that you went to my employer. Not only is that remarkable inappropriate given my actual complaint,but I did not give you permission to do so. This has nothing to do with them.This is Multiplan sending me personal mail to my private home regarding being a ***** **** customer (which I am not and never have been). This information has been sent to my attorney. Do not do that. My complaint has nothing to do with LRH or me as a provider. I do not get mail from LRH sent to my house. I do not get mail from insurance companies at my home saying Im a ***** **** customer when Im not. This does not help this situation. I would like to speak to the *** by the end of the week.

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am a psychiatrist in private practice, and I operate on a model where I do not directly accept insurance. My patients are responsible for paying for my services in full at the time of their appointments. Subsequently, they submit the necessary paperwork to their respective insurance companies for reimbursement.Each month I am inundated with offers from MultiPlan. They consistently propose an "expedited payment" system, which essentially means they are suggesting that I accept a lower insurance payment in exchange for quicker reimbursement. I have been adamant in both written and verbal communications that I am not interested in their offers and would prefer for my patients to receive their full insurance reimbursement. My stance is, and has always been, unwavering on this matter.However, my clear communications and wishes seem to fall on deaf ears. Despite the numerous times I've contacted MultiPlan to request that they stop sending these offers, I continue to be bombarded with both faxes and phone calls. What is ostensibly a simple and straightforward request to remove my practice from their negotiation list seems to be an insurmountable task for MultiPlan.The frequency and persistence of these unsolicited communications are not merely an annoyance; they have tangible consequences. The time and effort required to field these calls, read through these faxes, and consistently reaffirm my position are distractions from my primary objective: providing care for my patients. Instead of addressing legitimate patient needs or focusing on patient care, I find myself continually sidetracked by MultiPlan's unwarranted interruptions.Businesses like mine should not be subjected to persistent unsolicited offers, especially when we have made our position clear multiple times.Thank you for your attention to this matter. I look forward to your prompt action in resolving this complaint.

  Business response

  10/03/2023

  We appreciate you taking the time to escalate your complaint which will be reviewed and responded to. In the meantime, we apologize for what you have experienced.

  Customer response

  10/06/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************ continues to call me regardless of being asked to be on the no call list. I am not a provider and this company has no reasons to call me. Today 8/23/23- ************ called me at 12:30 am and again at 3:53 am CT waking up my children before the first day of school. ************ called me in total 15 times in one day. It doesnt matter if I block the number they call from as they continue to call from different numbers. I am extremely frustrated. It is not ok to call people non stop around the clock when they ask you to stop calling. I am in technology and need to answer my phone to ensure there isnt an emergency at work. Please see to it that this complaint is shared with multiplan.

  Business response

  08/25/2023

  Sorry to hear of what took place and the disturbance to you and your family, especially before the first day of school. Can you please reply with the phone # or phone #'s that are calling you and we will promptly confirm if they are related to MultiPlan. Thank you!

  Customer response

  08/29/2023

  ***************** I also sent a screenshot verifying the call times. Thank you for your help!

  Business response

  09/12/2023

  Thank you for the phone number as well as the screen shot. That is absolutely our #. Once again, very-very sorry for the hassle to your family. We will ensure the number is removed. In the unlikely event should you experience the same again, please file another complaint and we will address.

  Customer response

  09/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a psychiatrist and I file claims with ***** as an out of network provider on behalf of my patients so I will get paid directly and my patients will only need to pay their portion. MultiPlan has contacted many many times, initially claiming that they needed to verify my information, all of which is included with the claim, but once I spoke with them what they really wanted was to coerce me into accepting a much lower rate (much lower than the usual and customary rate) with the promise that the claims would be processed in an expedited way and would in the future be processed at the same rate without having to make any further agreement. I declined saying I would never agree to such a contracted rate and asked that they not contact me again. I continued to get such calls to verify my information, but since I knew their ruse, I didnt respond. I continued to be harassed both by voicemail and by email in my patient only email box. I eventually blocked their emails and always erased their messages. Now Aetna is processing claims according to the MultiPlan rate. We have appealed this way of processing claims but this resulted in a denial saying they are being processed correctly according to the MultiPlan rate. Subsequent claims are being processed according to ISight, which is a MultiPlan company. Processing the claims this way results in me getting paid less or my patient having to pay more, both of which are unacceptable since I never agreed to Multiplans proposals. This is an unethical way to operate at best and is most likely fraudulent if it is being represented that I have agreed to something when I have specifically not agreed.

  Business response

  07/25/2023

  We are sorry to hear what you have experienced. We will review the documentation you submitted and will contact Aetna as well and be back in touch. Appreciate your patience.

  Customer response

  08/03/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************************
  
  
  
   
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a provider that multi-plan has stollen money from. I first found out about multi plan in October 2022. I received payment for services that were reduced by 40%. The explanation given didnt make sense to us. As we explored more we found out that nine years prior an employee without authorization had signed a one page agreement with multiplan. The way the form was filled out unlike any other form I have seen in 16 years. ************* manager it is our understanding that multiplan solicited this agreement and was signed without consent. When we called multiplan to tell them their contract was not valid they informed us we could request to be removed from their network. 5 months later they have still not removed us, they continue to steal money that is not legally theirs and we now must get attorneys involved with collections. For the thousands of dollars multiplan has taken from us we have received nothing in return. I do not trust this company.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Multiplan, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an LPC who has filed reimbursement claims with UMR and have been frustrated by UMR/Multiplan's slow response rate. I have been contacted multiple times by Multiplan offering me a reduction in payment. I have stated clearly that I will never accept a lower payout and yet the offers keep coming. Most recently, I submitted a claim 1/13/23, received confirmation from UMR the same day, but was not contacted by Multiplan until today (nearly 2 months later, 3/7/23) to "confirm billing information and email address" all of which is located on my superbill/receipt that was submitted with the claim. Minutes later, I received an email with an "offer" to reduce my fee and payout in return for "expedited" service (two months after submitting the claim is not expedited!).

  Business response

  03/16/2023

  MultiPlan made an error and apologizes for contacting the provider after they had clearly asked not to be contacted. Systems have been re-updated and double checked to prevent another recurrence. A phone call was placed by a supervisor to the provider to explain and apologize which a voicemail was left with a direct call back number.

  Customer response

  03/16/2023

  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 and the matter has been resolved. An employee of Multiplan reached out to me twice to ensure that I knew that they'd received my complaint and were responding to it. Our conversation was very respectful and I appreciated the time that he took to communicate with me. 

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

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an out of network provider who is licensed in ** as a clinical social worker. I submit claims to ***** who pays part of the claims. Suddenly the payments are reduced by Data iSight, which is owned by Multiplan. I called and got a reference number to complain and reject the offered amount. I was clear that I do not accept this amount, yet the claim was reprocessed with no adjustment made. Reference number ********. These are claims from September and the allowed amount is roughly half of what is "fair and reasonable" in this area. Please advise.

  Business response

  01/25/2023

  MultiPlan received an appeal from the provider on November, 17, left a message and contact took place on 12/5.  Same day, direction was given to our client that the provider had no wish to do business with MultiPlan and to adjust the claim. That direction crossed with the client's continued processing of the claim and the adjustment never took place so MultiPlan remained on the claim. On 1/11 and as a result of this complaint, MultiPlan contacted the provider by phone to apologize, discuss next steps and set expectations. On 1/23 the client confirmed elimination of MultiPlan through a new adjustment of the claim. The expectation is the provider will shortly receive a revised remittance advice absent of MultiPlan. MultiPlan apologizes for the frustration the provider encountered, we should have done a better in following up with our client to ensure there were no barriers to have the claim adjusted and MultiPlan removed.

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate Multiplan's attention to this matter.  I have not yet received any notification from Cigna ("client") but hope that they will reprocess the claims.  As of yet, the matter has not been completely resolved.  
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am an acupuncturist and received an estimate of benefit from ***************** that stated that I had agreed a negotiated discount with Multiplan **** when I DID NOT. I am unable to reach a person and the answering machine directs me to call Anthem. When I call Anthem, am directed to call Multiplan and was advised Multiplan is the end person I need to be in contact to resolve this. This is fraud.

  Business response

  11/01/2022

  Thank you for your patience, MultiPlan contacted **************** who acknowledged that MultiPlan was not at fault. MultiPlan and **************** continue to work together on an unrelated matter. 

  Customer response

  11/07/2022

  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 and the matter has been resolved.
  

  I do want to highlight that the issue at hand was the misinformation provided by the customer representative. It required an internal review and escalation to get the matter resolved. Thanks to BBB, I was able to get a prompt response versus having tried arduously in the past to contact the organization without avail.

  Regardless, I am grateful the senior account managers who managed this complaint did so professionaly.

  
  Sincerely,
  
  *****
  
  
  
   
  

  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a psychologist in private practice. I am being accosted by Multiplan trying to get me to join. I have asked many many times to be taken off their lists. They keep attempting to send me faxes any time (I mean ANY time) of day or night. Sometimes at 20 to 30 minute intervals. How do I get them to leave me *****?

  Business response

  08/16/2022

  MultiPlan sincerely apologizes. This was an error on our part after the provider had clearly told us they were not interested in future contact. Thank you for your patience, our records have now been properly updated to prevent all solicitations.

*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. ↩