Business Profile

Medical Plans

Independence Blue Cross

Complaints

This profile includes complaints for Independence Blue Cross's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

181 total complaints in the last 3 years.
65 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.

Initial Complaint
Date:06/05/2025
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.
after being forced to give up my work insurance i reached out to the ****** website and found a plan that might work for me - only to find out after i signed up that it did not include my PCP - canceled immediately and signed up for another. This was back on Feb 25th. I have reached out to blue cross, they were not helpful at all, then reached out to ****** - and that has been almost a month since i received confirmation that they were working on it and have now filed a complaint with the ************************.
Business Response
Date: 06/05/2025
Dear Ms. ************** am writing to acknowledge receipt of the correspondence you addressed to ***** ********-*******, Manager of the Executive Inquiries Department.
The concerns presented are being reviewed and will be addressed upon finalization of our review.

As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for the member to complete the attached HIPAA Authorization Form.

Ms. *****, thank you for bringing this matter to our attention.

Sincerely,

******** ******
Specialist
Executive Inquiries
********************************************************************************
Initial Complaint
Date:06/02/2025
Type:Product 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.
On 5/2/2025 I received the attached letter notifiying me that a refund was completed on April 29, ************************************ 10 business days. When I did not receive the refund I made a call to the Medicare Appeals Specialist ******** ****** at ************, as the letter told me to do. I have now left 6 msgs with ******** ****** and have never received a call back. At this point I am at a loss as to how to find out where the payment is and if it was ever mailed. Since this woman will not return any phone calls I am once again reaching out to the *** for assistance. This issue has been going on since January. *** has the worst customer service and I would never recommend this company to any one. Thank you for any assistance you can give me.
Business Response
Date: 06/04/2025
We will respond directly to the complainant
Customer Answer
Date: 06/06/2025
[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,

**** ****
Initial Complaint
Date:05/29/2025
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.
On January 14th, I went to the Doctor for my annual physical. In early March, I received a bill from my healthcare provider (Independence) for $145 showing that the insurance plan provided a $221 health care discount, but since I had not met my deductible I would be responsible for the remaining $145. The annual preventative visit is covered at 100% by my insurance plan through Independence. On March 13, I called the insurance company and the representative confirmed that since it was coded as a preventative visit, there should not be a charge against the deductible and they made a note for review. After more than 30 days, I called back and the representative said that they could see my ticket was resolved with no notes or changes to my charges. They filed a second ticket for review of the charge and again said that there should not have been a charge for my January doctor visit. I called again on May 29 (more than 2 months after the initial ticket, and 30 days after the second ticket) and they said the second ticket had been removed as a duplicate ticket, with still no information added to the primary ticket. They are putting in a third ticket for review but there is still not any resolution.
Business Response
Date: 05/29/2025
Due to HIPAA privacy laws, we are unable to disclose the complainant's protected health information (PHI) without their written consent. Attached is a blank HIPAA authorization form for the complainant to allow the BBB access to their PHI. If no form is returned, we will respond directly to the complainant.
Business Response
Date: 05/29/2025
Form attached here. Apologies
Initial Complaint
Date:05/16/2025
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 called Independence Blue Cross in early December to change my policy and cancel my existing policy. They changed my policy and tool my payment in full for the 2025 year. Approximately six weeks later they rolled my previous policy over for 2025 and billed me for both policies. When I called they said the notes they have only only said to open a new policy but not to cancel the existing one. I absolutely canceled my existing policy. They record every phone call so they should be able to review the call. They are scamming me for the most expensive policy they offer. Please help
Business Response
Date: 05/19/2025
Dear Ms. ****************** style="font-size: 0.875rem;">I am writing to acknowledge receipt of the correspondence you addressed to ***** ********-*******, Manager of the Executive Inquiries Department.
The concerns presented are being reviewed and will be addressed upon finalization of our review.
As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for the member to complete the attached HIPAA Authorization Form.

Ms. *****, thank you for bringing this matter to our attention.

Sincerely,

******** ******
Specialist
Executive Inquiries
*************************************************************************************
Customer Answer
Date: 05/30/2025
They said I need to fill out a hippa form. That does not make sense. They are not looking at my health records. This about billing. They were double billing me. I don't have a printer and scanner to fill out their form, they did not send a form I could fill out on my phone, but there is no reason forme to fill it out anyway. You said it would take 30 days but I don't get that courtesy. I work every day, I'm going to have to take a day off and go to their headquarters in ****** to fill out forms. But they are just burying me on technical forms that don't pertain to my issue.
Initial Complaint
Date:05/15/2025
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.
On May 8th I had a root canal at Precision Endodontic. The cost was $1,550. Prior to choosing Precision Endodontic I check with my insurer Independence Keystone 65 to see which local endodontics were in my network. Precision in *****, ** was listed as in network. My insurance plan covers 90% of root canal and I was to be responsible for 10%. The person at front desk at precision told me they do not bill the insurance company and that I would have to pay the full $1,550 and then I would have to submit the bill to Independence to be reimbursed. I contacted Independence Blue Cross and they acknowledged that I was covered and Precision Endo was in network, but they do not reimburse customer. They said Precision Endodontist needs to submit bill and refund my money. Precision refuses to do so. I am paying Independence Blue Cros for both medical and dental coverage. I am in the middle of their process issue and am currently out $1,550.
Business Response
Date: 05/16/2025
We will respond directly to the complainant
Customer Answer
Date: 05/16/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23336030

I am rejecting this response because:
They do not state when they will respond and short of reimbursement for 90% of my payment which is the coverage I have will not be satisfactory.

Regards,

***** ******

Business Response
Date: 05/19/2025
The complainant will receive a response once our review is completed
Customer Answer
Date: 05/21/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23336030

I am rejecting this response because:
Again they do not state when they will respond. I am out $1,550 for a root canal that my insurance from ibx keystone 65 is supposed to cover 90% of cost. I am paying *** for coverage. Precision dental in exton is listed as in network on the ibx keystone 65 website under my log in credentials. The *** representative confirmed precision dental is in network and they should have submitted docs to reimburse but they have refused.

Regards,

***** ******

Business Response
Date: 05/30/2025
We will respond directly to the complainant. Our review will be completed within the next two weeks
Customer Answer
Date: 06/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23336030

I am rejecting this response because:
I have a benefit that I am paying for an in network provider that my coverage is supposed to cover 90% of charge. I have waited several weeks with no resolution. *** is in default of their obligation in honoring coverage I have paid for. This should have been resolved in 24 hr period.

Regards,

***** ******

Business Response
Date: 06/09/2025
Our review will conclude shortly. The complainant will receive a response
Customer Answer
Date: 06/16/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23336030

I am rejecting this response because:
They have repeatedly have stated they will contact me and have not. I have left multiple messages for *** who stated she would get back to me from *** but has not.
Again, my keystone 65 healthcare policy with *** provides 90 percent coverage of root canal. Precision endodontist in ***** pa where I had my root canal is list on my keystone 65 website as in network. I pay my insurance premium in full on time every time.
There is nothing to look into. This should be a 2 minute review not over a month. *** is in violation of honoring there policy agreement plain and simple.

Regards,

***** ******

Business Response
Date: 06/16/2025
A response was mailed to the complainant on 6/11/25
Customer Answer
Date: 06/17/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23336030

I am rejecting this response because:
Sending a letter more than 30 days after I contacted *** about this issue notifying me now I have to fill out form and send to 3rd party to see if they will approve my claim for reimbursement is not a resolution. I should never have had to pay up front for a dental procedure I am paying *** for coverage. This will not be resolved until I receive reimbursement of the funds I paid.

Regards,

***** ******

Business Response
Date: 06/23/2025
To provide a copy of our response to the complainant, we will need the attached for completed and returned,
Due to HIPAA privacy laws, we are unable to disclose the complainant's protected health information (PHI) without their written consent. Attached is a blank HIPAA authorization form for the complainant to allow the BBB access to their PHI.
Initial Complaint
Date:05/13/2025
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 am filing a complaint against IBX Insurance for unfairly restricting my access to vital medication. I rely on ***, subsidized through ******, and despite paying through April, I believed I had more time to pay the May premium. I was not informed that my premium of $82 for May needed to be prepaid like a cable or phone bill, treating healthcare coverage as a prepaid service is shocking. I thought my premiums were managed normally, not pay-as-you-go.Furthermore, a representative told me the grace ****** is simply that I am not cut off immediately, implying theres no real grace ******. Their words: the grace ****** is that you are not cut off. This is alarmingcoverage can be cut off without warning, which I believe is unfair and unacceptable. Had I known this, Id have been more prepared, but I was stunned by this explanation.This policy change is recent, as I previously accessed my medication without restrictions. Restricting access over a small unpaid premium, especially without clear communication and a true grace ******, is unjust and may violate consumer laws. I ask that *** restore my access immediately and clarify their policies. Withholding necessary medication over unprocessed or unpaid premiums, especially without a genuine grace ******, is harmful and unfair.Thank you for your attention. I trust the BBB can help resolve this and ensure fair treatment.
Business Response
Date: 05/15/2025
Dear Ms. ******
I am writing to acknowledge receipt of the correspondence you addressed to ***** ********-******** Manager of the Executive Inquiries Department.

The concerns presented are being reviewed and will be addressed upon finalization of our review.

As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for the member to complete the attached HIPAA Authorization Form.

Ms. ****** thank you for bringing this matter to our attention.

Sincerely,

****** *****
Specialist
Executive Inquiries
*************************************************************************************
Initial Complaint
Date:05/09/2025
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.
Hi, I receive health coverage through independence Blue Cross. I had this coverage in 2024 and renewed in 2025. They sent me a notice in March 2025 saying that my coverage was terminated due to non-payment. I was enrolled in auto-pay in 2024 and they did not not send me any communication about missed payments, just the terminated notice through ******. My repeated requests to reinstate the coverage, after making the payment, have been denied. Upon escalating to the supervisor, I was told there is 90 day window to cure any non-payment, but they (on-purpose) send the cancellation notice after 90 days without any intermediate notice of missed monthly payments. This is a very deceptive business practice and they should be sued in a court of law for this behavior.
Business Response
Date: 05/15/2025
Good morning ******* *****,
Our investigation is underway for the complaint ID ********.
In the interim, attached is our Acknowledgement Letter and HIPAA consent form to be completed by the complainant.
Thank you for bringing this matter to our attention.
Initial Complaint
Date:04/30/2025
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.
Company charged me for 2 different health insurance plans for a total of 8 months. When I realized this i contacted them and they apologized and said it should never have happened, and they took accountability. I was supposed to receive a refund for $2,584.80 which they confirmed. As of today, I have called a total of 15 times, and they have a different excuse for why I have not received the check. Each time they give me a new ticket number and say I will receive the check in 1-2 weeks. I call back every 3 weeks and they give me a new excuse and a new ticket number. Never have I dealt with this before.
Business Response
Date: 05/02/2025
Dear Ms. ************** am writing to acknowledge receipt of the correspondence you addressed to ***** ********-*******, Manager of the Executive Inquiries Department.

The concerns presented are being reviewed and will be addressed upon finalization of our review.As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individuals written approval before disclosing his/her protected health information (PHI). For us to provide your office with a resolution, it would be necessary for the member to complete the attached HIPAA Authorization Form.

Ms. *****, thank you for bringing this matter to our attention.

Sincerely,

******** ******
Specialist
Executive Inquiries
********************************************************************************
Initial Complaint
Date:04/24/2025
Type:Product 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.
My daughter was transported by the City of Pittsburgh Ambulance on 1/27/23. In May 2023 I received a check from Independence Blue Cross (IBC) for $531.09. I deposited it and wrote a personal check to the ambulance. Payment posted on 5/30/23. In Aug 2024, I received a letter from *** addressed to me stating that an overpayment was made in error and that I owed IBC $531.09. When I inquired what this meant, I was told that *** was not the primary payor for this date of service. I was told by *** that my family also had AllState for insurance during this time. I explained to *** that they were the only insurance company held by me and my dependents. I received similar letters from *** in Sept, Oct, and Nov 2024. I contacted Blue Cross after each letter was received. Each letter stated they had not heard from me. I provided the documentation that requested by *** which included a termination of benefits letter indicating that we were not covered by AllState benefits. I provided coverage dates to *** showing that we were not covered by ********. I had believed this issue to be resolved in November 2024. *** had finally updated coverage dates accurately for my family. However, I received a letter dated March 26th, *********************************************************************************** obtaining reimbursement of the $531.09. I contacted them via phone on 4/2 and explained that I sent payment to the ambulance service. *** told me to send proof of payment from the ambulance service and that this matter would be resolved. I complied with this request and sent a copy of my posted check. On 4/4/25 I received another letter indicating I would be sent to collections in 2 weeks if they did not hear from me. On the 4th, I sent a letter summarizing their letters and my communications ***. On 4/17/25 I received a letter from a collections agency. On 4/17, I received an acknowledgement of an appeal from ***. As of today, there has been no resolution.
Business Response
Date: 04/29/2025
Dear Ms. *************** am writing to acknowledge receipt of the April 24, 2025, correspondence you addressed to ***** ********-*******, Manager of the ******************************* This complaint was received in our office on April 29, 2025.
Due to HIPAA privacy laws, we are unable to disclose the complainant's protected health information (PHI) to the Better Business Bureau without their written consent. Attached is a blank HIPAA authorization form for the complainant to allow the BBB access to their PHI. If no form is returned, we will respond directly to the complainant.
The member has also filed a complaint with the PA Insurance Department and the Attorney General, and we will be sending each a formal response.
Thank you,
****** ***********
Customer Answer
Date: 04/29/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23246756

I am rejecting this response because:
A HIPAA form was completed and sent via email on 9/9/2024. A copy of this completed form was mailed via **** to Blue Cross on April 4th, 2025. Acknowledgement of receipt of this HIPAA form was sent to us by Blue Cross on April 17th, 2025. Both of these documents were attached to my initial complaint filed through the BBB agency and forwarded by the BBB.
I have attached the original HIPAA form that was completed and sent to Blue Cross. I have attached a copy of the acknowledgement letter that was received from Blue Cross to this response.

Regards,

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

Business Response
Date: 04/30/2025
Good afternoon,

This response is in regard to the April 29, 2025, correspondence addressed to ***** ********-*******, Manager of the Executive Inquiries Department.

Our records indicate that there is no authorization for the BBB to receive the member's PHI. And, although we provided the BBB with a blank Authorization to Release Information form for completion, we have not received the completed document. In these instances, rather than delay our reply, I responded directly to the member regarding the matter.
Thank you,
****** ***********

Business Response
Date: 05/01/2025
Good afternoon,
This is in response to the May 1, 2025, correspondence addressed to ***** ********-*******, Manager of the ******************************* This is regarding the rejection of the response.
Our records indicate that there is no authorization for the BBB to receive the member's PHI. We can confirm that Mr. ********** is authorized to speak on his daughter's behalf and we are able to release information to him directly. However, there is no authorization for the Better Business Bureau to receive the member's PHI. Although we provided the BBB with a blank Authorization to Release Information form for completion, we have not received the completed document. On April 30, 2025, I have sent a response to the member regarding the outcome of the matter.
Thank you,
****** ***********

Customer Answer
Date: 05/02/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23246756

I am rejecting this response because:
The debt collection agency is still classifying this case as open.
I received email correspondence from Blue Cross on April 30th, 2025 that this matter has been closed. I have attached the correspondence from them on 4/30/25 and and a response to my follow up 5/1/25 indicating that the matter would be closed with the GB Collects collection agency.
As of today, May 2nd, 2025 at 1227, the collection agency representative **** **** stated my file is still open and they have not received communication from the insurance company to close this matter.
Until I have confirmation from the collections agency that this issue has been resolved, I will not consider this matter closed.
The completed HIPAA form authorizing the BBB to receive information from my daughter is attached.

Regards,

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

Business Response
Date: 05/06/2025
Good afternoon,
We received the ***** form for the BBB to have it attached to the account. We received confirmation from GB Collects advising the collections case has been closed.
Thank you,
****** ***********
Customer Answer
Date: 05/08/2025
[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. I have confirmed with GB Collects that collection efforts have been stopped.

Regards,

**** **********
Initial Complaint
Date:04/07/2025
Type:Customer Service 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 have attempted to cancel my health insurance for almost a year. I have emailed and mailed requests numerous times and yet I have been billed every single month. I call the 800 numbers and I get transferred from one person to the next. Not one person is competent enough to answer any questions or able to assist me with the cancellation. I have exhausted all my resources and am hoping you can assist me with this nightmare of a company.
Business Response
Date: 04/09/2025
Good morning ******* *****,
Attached is our acknowledgement letter and HIPAA consent form to be completed by the customer.
Thank you for bringing this matter to our attention.
Sincerely,
***** *.

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