ComplaintsforParamount Health Care

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been with Paramount health insurance, through various companies, for approximately *************************************** 2014, the following notice has been displayed on the top of their member portal page:Thank you for your patience as we make improvements to our portal. You may notice delays moving from page to page.The website is incredibly slow. It has been this way for 10 years with no improvement. I believe this is done purposely to slow/interfere its users from finding their care information in a timely manner. I'm asking that it be looked into. Logging in takes 5-10 minutes, switching from claims to deductible pages takes approximately the same amount of time.

  

  Business response

  04/30/2024

  We are sorry to hear of this member's frustrations.  One of our representatives has reached out to explain that the slowness experienced when navigating our portal is in no way intentional.  Our IT teams have been continuing to look for and work towards solutions that will improve speed.  The complexities of the data "behind the scenes" as well as the volume of it continue to prove to be a challenge for the portal to navigate.  One of our Team Leaders has reached out to this member to let him know we apologize and that he is welcome to call our team for assistance obtaining any information he finds difficult to obtain through the portal.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a wellness benefit brochure From Paramount Elite around April 2022 in the mail. The were two wellness benefits available. If you had an annual wellness visit with your doctor plus two of the listed tests you would receive a $50.00 gift card. I completed this portion and I received the $50.00 gift card. The second part was a Diabetic wellness $30.00 gift card. I also completed all of these tests towards the end of 2022. I had the diabetic eye exam, HbA1c test and Kidney health evaluation. I had called in on several occasions to verify this and spoke to ******* (mostly) and she stated that everything was good and I should receive my $30.00 gift card shortly. I have never received the $30.00 gift card that I am rightfully due. After repeated phone calls I am now here and hoping this compliant will get Paramount to finish the job. Thank you, ****** ***** ************

  

  Business response

  06/06/2023

  This complaint was investigated internally and discussed by phone with Mr. *****. A new reward card will be mailed to the member and he should receive the new card within 7-10 days.

  Customer response

  06/11/2023

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for the MAP Medicare plan on January 6, 2023 under Medicare.gov. It became effective March 1, 2023. MAP Medicare is a sister company to Paramount Elite. Both are affiliates of Promedica. They share the same customer service and support departments. I want to obtain my Over-the-Counter (OTC) items before the first quarter ends on March 31, 2023. MAP Medicare requires OTC items to be processed by a company called NationsBenefits. I noticed on March 1, 2023, there was no account profile set up for me. I called MAP Medicare and spoke with a representative name ****. She told me MAP Medicare failed to set up my account profile. She instructed me to create my account profile under the Paramount NationsBenefits website. I created the profile, but could not display the OTC items. I called MAP Medicare multiple times during the week to get my OTC items loaded. They kept telling me an IT ticket was opened, and they were working on it. On March 10, **** texted me back saying she made a mistake. I needed to create the account profile under the MAP Medicare NationsBenefits website. It went to the website, but it would not accept my 11 digit member number. The system required a 16 digit member number. I made several more phone calls into MAP Medicare and spoke to several representatives. Finally, **** texted me back and said to call MAP Medicare NationsBenefits. They will set up my account profile, and load the OTC items within 48 hours. I called MAP Medicare NationsBenefits. The respondent also named **** informed me NationsBenefits will not load the OTC items until MAP Medicare files paperwork with them to do so. I called MAP Medicare back. A respondent named ****** told me there is nothing she can do. People have left for the day. I want to obtain my OTC items before the first quarter ends on March 31, 2023. There is no balance carry over to the next quarter. MAP Medicare needs to fix my issues immediately, and allow me to obtain my OTC items by March 31, 2023.

  

  Business response

  04/10/2023

  [BBB Transcription via Email]

  Hello.
  
   
  
  Since learning of Mr. *****’s issue, Paramount has been in daily contact with our OTC (over-the counter) vendor, Nations Benefits.  However, as I am writing this email, they are still “diligently working” to correct the problem with his allowance for the first quarter of 2023.  The dollars are loaded and available for second quarter, and we have connected with Mr. ***** to let him know that the first quarter allowance will not be forfeited, but added to his benefit once Nations has corrected the technical issues.  Nations has informed us that they are sending their own apology notification to Mr. ***** today.
  
   
  
  Thanks –
  
  *****

  Customer response

  04/18/2023

  
  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. Please close my complaint. Thank you for handling my complaint with the business. You made a difference in getting it resolved. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I obtained government health ins.with Paramount Health Care and paid my first payment on Nov. 9th 2022 for the month of December 2022. Since signing up for this insurance, Paramount has not gotten my name nor my address right on my id card and this is after 42 emails back and forth with the insurance agent and Paramount as of today Jan. 26th 2023. It is absolutely critical, and possibly life threatening that my name on my id cards be correct. And as i previously stated, we are up to 42 emails as of today to no avail. I have continued to pay my monthly premiums on time, but in the mean time, I am not insured.

  

  Business response

  02/13/2023

  [BBB Transcription via Email]

  From: *****, ***** <*****.*******************>
  Date: Fri, Feb 10, 2023 at 3:56 PM
  Subject: Complaint ID ********
  To: ***************** <*****************>
  
  
  Hello ******** ********.
  
  I am writing in response to your inquiry on January 27, 2023 addressed to Paramount President, **** ********. In researching this inquiry, we find that Paramount did work with the member to resolve the issue with the ID card. The member was mailed his corrected ID card on January 27, 2023. The member’s original effective date of coverage with Paramount was December 1, 2022, despite his belief that he was “not insured” based on an error on his printed card. The member was advised by Paramount that he will need to notify the Federally Funded Marketplace of his correct address information and member understood. We informed him that although we updated our system with the correct address information, it will revert back to the incorrect address information if the member does not contact the Federally Funded Market Place to make the permanent correction.
  
   
  
  Thank you, and please let me know if there is anything else I can do to be helpful.
  
   
  
  Thanks –
  
  *****
  
   
  
  ***** *****, PharmD
  
  AVP Pharmacy & Member Services
  
  Paramount
  
  300 Madison Ave, Toledo, OH 43604
  
  ************
  
   

  Customer response

  02/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:I  signed you with an agent at Savage & Assoc. The agent entered my name correctly on the insurance website. I don't have a sign on nor a password to access whatever Paramount said I needed to approve of. At this point, this is fraud or we could call it a breach of contract. As of today, 2/13/23 I am up over 40 emails to correct this problem. On Friday 2/10/23 I rec'd a premium notice that had my name incorrect again. I sent them an email stating that I will not pay anymore premiums until they get my name right as they are invoicing me for someone else's insurance. I also stated in the email that until I expect full insurance coverage until they get my name right. 

  They can contact my agent at Savage & Assoc.
  
  Sincerely,
  
  ****** **** ***

  

  Business response

  02/27/2023

  [BBB Transcription via Email]

  From: *****, ***** <*****.*******************>
  Date: Fri, Feb 24, 2023 at 3:45 PM
  Subject: Response to complaint ********
  To: ***************** <*****************>
  
  
  Hello.
  
  This complaint resolution rejection by the member was submitted on 2/14/23.  As he states, it was following emails exchanged on 2/13 with our staff.  Because of 2/13 emails, our staff attempted to work with the Federally Facilitated Marketplace (FFM) directly on the member’s behalf to update his name.  Once connected with the FFM, Paramount staff was told that only the member himself can get his information updated by calling the FFM himself.  This information was communicated to the member’s broker who (again) relayed that information to the member.
  
   
  
  Please let me know if you have any further questions.
  
   
  
  Thanks –
  
  *****
  
   
  
  ***** *****, PharmD
  
  AVP Pharmacy & Member Services
  
  Paramount
  
  300 Madison Ave, Toledo, OH 43604
  
  ************
  
   

*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. ↩