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:08/19/2024
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.
My wife and I are enrolled in the ****** healthcare initiative if Pennsylvania with helps with affordable healthcare options. This year we started to have billing issues with Independent Blue Cross charging us the wrong amount on multiple occasions and as we had auto pay engaged, it wasn't initially caught. The amount exceeds $1,500 and we have tried now since March of this year to get it corrected through their billing department. I was told that it would be resolved over and over again and on my last conversation of the beginning of August, I was told that it had my wife listed as a smoker which is untrue on my application end and is not a fact. So it appears that they tried to correct it for the month of June but we are talking the entire year has been a mess of mis-********. I just got disconnected for the second time today after waiting an hour each to speak with a supervisor. This process has been nothing but a complete fiasco not to mention the financial burden of lost moneys. I wish for help in getting a complete accounting of what Blue Cross has received from ***** as well as all the moneys they have collected from my checking account. I wish to have this resolved prior to Blue Cross trying to collect from an agency moneys they are not due. I also wish to be refunded my due as the consumer who has been wrongly billed. We are presently dis-enrolled in their program as I have reached the age of 65 in July. Please inform us what can do to finally have this resolved. Thank you.
Business Response
Date: 09/03/2024
Dear **************,

I am writing to acknowledge receipt of the September 3, 2024, correspondence addressed to ******************************************, Manager of the ******************************* The complaint was received in our office today, September 3, 2024.

As you know the federal health insurance portability and accountability act, known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution ********************** may complete the attached HIPAA authorization form.

Thank you for bringing this matter to our attention.

Sincerely,

*********************, Specialist
Executive Inquiries Department
P *******************
Initial Complaint
Date:08/08/2024
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 March 7, 2023 I had a C-section at ********* Health in **********************. On February 9, 2024 I received a bill for $6,515.00 from ********* for the above service. I contacted my insurance (personal choice BCBS) at that time and they were going to look into my benefits, at which point I never heard back. On April 9 of 2024, I received another bill and called my insurance again. I was on the phone for 53 minutes in total, reference number ******. The representative told me my claim was submitted wrong and that they were making an adjustment. A ********* Health representative was also on this call and they were instructed to put my account on hold until BCBS paid them. The insurance representative said my patient responsibility was $0 and that my maternity benefits were never applied and I repeated that back to her, again while on the phone with *********, and she said yes. Yesterday, I received a bill from a lawyers office for the this bill. A supervisor at **** was zero help and didnt even bother looking at the previous call phone, which was recorded.
Business Response
Date: 08/09/2024
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.

Customer Answer
Date: 08/13/2024
[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: 22115334

I am rejecting this response because: I have faxed over the ***** form so they can release my medical information. Attached is the fax confirmation.

Regards,

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

Business Response
Date: 08/15/2024
Attached is our response to the complaint
Customer Answer
Date: 08/16/2024
[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: 22115334

I am rejecting this response because: on April 11, 2024 a representative told me my patient responsibility was zero and that should be upheld. I reject their decision. I am dealing with cancer at the moment and nothing will be paid towards my BCBS claim.

Regards,

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

Business Response
Date: 08/16/2024
We are required to administer the benefits outlined in the plan provisions. We regret the misinformation supplied to the complainant regarding the post-service review of the claim submission by our representative. However, the benefits of the plan were administered appropriately.
Initial Complaint
Date:08/06/2024
Type:Service or Repair 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 ID ************ I want to find out why anthem blue cross and blue shielf of PA states 90 days supply is a $25 copay but when I go to fill my medciation only a 30 day supply is covered with a $25 copay My medication is strattera generic atomextine
Business Response
Date: 08/08/2024
The complainant is not insured with Independence Blue Cross. Please forward the complaint to the correct entity.
Initial Complaint
Date:08/02/2024
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.
At the beginning of this week (7/29/2024) I found out that as a result of trying to change my Dental coverage starting 2 mos ago, IBX had my recurring bank payments stopped for my Dental and Vision coverage which I have had for several years. After much time on the phone, I was able to reset online the recurring payment for Dental, but, not for Vision. I just received a follow up call (which I requested) where I was told that my policy would be reinstated as of payment of $30.+ I ***eated that I am still not able to reset my recurring payment for my Vision coverage online upon which the *** HUNG UP on me!!! I need help in resolving this coverage issue and HOW WERE THEY ABLE TO STOP MY BANKING PAYMENTS???
Business Response
Date: 08/09/2024
Dear **************,
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.

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

Sincerely,

*****************************
Specialist
Executive Inquiries
***********************************************
**********************
Customer Answer
Date: 08/12/2024
[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: 22084991

I am rejecting this response because:
The only communication I have received from *** is a letter dated July 31, 2024, saying that my Vision plan (member#**********), which is a new number from my previous, (************) has been cancelled due to non-payment. I have called again, got sent to another department, and after 50 minutes on the phone this morning, Aug 12, 2024, still have no solid answers. I was told by one person that my payments for my Dental plan will resume as of Aug. 21 and my payment for my Vision will resume Aug. 29 This makes NO SENSE and never should have happened. My premiums and my husband's premiums have been taken out on the same day, early each month for the several years that we have had our coverage. My information on the *** website is inaccurate. My Dental plan (************) is showing not active online.
My payments from my bank account HAVE BEEN STOPPED BY THEM! I absolutely need an investigation into this illegal and maddening activity on the part of ***. Consumers no longer have the ability to escalate and settle any issues themselves.

Regards,

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

Business Response
Date: 08/22/2024
Please provide valid hipaa auth. in order for us to provide the BBB with details regarding your account.
Initial Complaint
Date:07/29/2024
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 usually pay my bill over the phone. Someone took $440 from me over the phone 2 weeks ago and DIDNT POST IT TO MY ACCOUNT BALANCE. I called today to pay them AGAIN because I was threatened with cancelation if I didnt. I currently have an open claim to dispute this charge and no one from IBX can tell me where my $440 actually went! This company STOLE money from me and now I have to wait patiently for them to figure out how they messed up so badly so they can maybe mail me a paper check! Is there anything I can do? Apparently this is a very common thing they do. I already contacted the PA **** if Insurance. $440 may be nothing to a billion dollar company but its a whole lot of money to a regular working stiff like me.
Business Response
Date: 08/01/2024
Dear **************:

I am writing to acknowledge receipt of the August 1, 2024 correspondence you addressed to ******************************************, Manager of the ******************************* The complaint was received in our office on August 1, 2024.

As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, ****************** may complete the attached HIPAA Authorization form.
**************, thank you for bringing this matter to our attention.

Sincerely,

*************************
Executive Inquiries Specialist
************************************************************************************************
P ************ x22145
Initial Complaint
Date:07/29/2024
Type:Service or Repair 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 received a series of threatening emails and texts from a medical provider demanding a payment for services on 5/30/24, 6/7/24, and 6/13/24. I was confused by this because my insurer, Independence Blue, had approved all claims prior; my online portal indicated that the claims were approved in full with no payment from me; and I submitted all my paperwork approval for care for a chronic spinal condition. At no point in my care, particularly after the initial claim did any party state that there was an issue with approval. Again, I check my online portal every week and it still says the claims were approved. I would not know there was an issue until the provider threatened me with collections. I filed an appeal and waited **************************************************************************************************** have access to the online system to provide updates. I also called customer service, which showed issues with their systems - one saying it was approved and the other not approved. I received a letter re: the appeal which states it will not overturn even though their was negligence on the part of the insurer to provide accurate information regarding the claims. I am asking for a refund of the $450 for my ongoing care of a spinal condition. The services provided were as a nutrition specialist. Inflammation in my spine caused me to lose feeling in my feet and hands. I was working with a specialist on an elimination diet to reduce the inflammation and regain mobility.
Business Response
Date: 08/05/2024
Dear Ms. ************** I am writing to acknowledge receipt of the August 5, 2024 correspondence you addressed to ***** ********-*******, Manager of the ******************************* The complaint was received in our office on August 5, 2024.

As you know, the Federal Health Insurance Portability and Accountability Act,known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution, Ms. ******* may complete the attached HIPAA Authorization form.
Ms. *****, thank you for bringing this matter to our attention.

Sincerely,

***** *******
Executive Inquiries Specialist
************************************************************************************************
P ************ x22145
Customer Answer
Date: 08/06/2024
Hi,
I have attached the completed HIPAA form requested by the insurer. Please let me know if they need anything else for you to review the complaint.
Best,
****
Initial Complaint
Date:07/29/2024
Type:Service or Repair 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.
Ive *** receiving a bill for $215 dollars from my pain doc at SEPA pain. Ive called blue cross several times over the past 2 months and have spoke to people about the bill. I was reassured that they would correct the bill, and I would owe $40 total. I called sepa pain on Friday the 27th and they said they have no new updates on whats owed. Its going to go to collections soon.
Business Response
Date: 08/06/2024
Dear **************,

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.

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

Sincerely,

*****************************
Specialist
Executive Inquiries
***********************************************
**********************
Customer Answer
Date: 08/15/2024
[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: 22058072

I am rejecting this response because: Ive responded to an email from the insurance company. I have not received a response to my email. I dont feel that I need to fill out a hippa release form. Im giving my approval to talk in this business complaint.

Regards,

***************************
Initial Complaint
Date:07/25/2024
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.
Independence blue cross reported they mistakenly sent me a $100 check for a health care service I received in 2020. Years later they contacted me and asked for the money back. After receiving a letter dated 7/8/24, I called to attempt to pay with a card and was told they were not set up for that. They would only accept a check or money order mailed to them. Despite me calling and waiting almost a week for a return call from a supervisor they sent me another threatening letter (dated 7/17/24) saying if I did not contact them in 14 days my case would be referred to an outside agency for collections. I once again took time out my day to call and finally got a supervisor on the phone who offered no help and had no explanation to why my call was not returned. I find it very unfair that this was a mistake made my IBX, yet I was the inconvenienced by paying additional money out of my pocket (ie, stamp, envelope, check and gas) and wasting my already limited free time. Ultimately I mailed them a check on 7/24 for fear of a negative impact on my credit report. I feel i should be partially reimbursed for this. IBX offered no compromise or alternative resolutions in this situation despite their letter stating they were willing to "work with me".
Business Response
Date: 07/29/2024
Dear *************************,
Our investigation is underway, thank you.
In the interim, we've enclosed a HIPAA consent form that needs to be completed by the member. Once we receive a valid HIPAA consent form, we can disclose our findings to your office.
Thank you for bringing this matter to our attention.
Sincerely,
**************
Business Response
Date: 08/02/2024
Good morning *************************,
Attached is the ***** consent form that will need to be completed by the complainant and returned to our office.
Thanks so much.
**************
Customer Answer
Date: 08/08/2024
[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,

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

Customer Answer
Date: 08/08/2024
Good morning,
I wanted to make you aware that a completed Medical Release form was faxed to independence blue cross at their request. This was done today, on 8/8/24.
I am also concerned I sent the BBB an automated message of "I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me". I am not satisfied with the current resolution. This message was sent in error.
thank you,
Business Response
Date: 08/13/2024
Dear *************************,
Thank you for ensuring that a valid HIPAA consent form was completed and returned to our office.
Attached is our response letter and enclosures.
Thank you for bringing this matter to our attention.
Sincerely,
**************
Initial Complaint
Date:07/16/2024
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 am a disabled veteran and live alone with my service dog. I placed an OTC order with Keystone Blue Cross for Vitamins and other items.# ********. The package was left in my driveway damaged in 98 degree heat. The package was refused and returned. Keystone blue cross will not issue a credit.I was forced to make this cash purchase elsewhere.
Business Response
Date: 07/16/2024
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.
Customer Answer
Date: 07/20/2024
Business responded quickly and resolved my damaged order with no issues. Thank you.

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:07/14/2024
Type:Service or Repair 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.
Starting in March 2023, my wifes claims have been consistently declined by Blue Cross Blue Shield IBX of ************. The denials have been attributed to an issue with our Coordination of Benefits (***), as explained by IBX and Included Health.Both my wife and I have updated our *** information both online and by phone, following the instructions provided by Included Health and IBX. We were informed that the claims would be reprocessed within ***** days and that we would receive an update. Despite this, the claims continue to be declined or denied due to the *** issue.IBX and Included Health have suggested that my wife might have secondary insurance, which is not the case. She has been enrolled in the same plan throughout this period.With the imminent arrival of our second ***** in January, it is imperative that the several thousand dollars' worth of denied claims are promptly addressed and reprocessed. Additionally, we require a permanent resolution to the *** issue to avoid any insurance billing complications when the new ***** is born.
Business Response
Date: 07/15/2024
Dear **************,

I am writing to acknowledge receipt of the July 15, 2024, correspondence addressed to ******************************************, Manager of the ******************************* The complaint was received in our office today, July 15, 2024.

As you know the federal health insurance portability and accountability act, known as HIPAA, requires that we obtain an individual's written approval before disclosing his/her protected health information (PHI). In order for us to provide your office with a resolution ****************** may complete the attached HIPAA authorization form.

Thank you for bringing this matter to our attention.

Sincerely,

*********************, Specialist
Executive Inquiries Department
P *******************
Customer Answer
Date: 07/15/2024
[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: 21988900

Hello IBX,

Here is the Hippa form signed by my wife releasing medical information to the BBB and myself. Please advise on a final resolution to the concerns listed within the complaint.

Regards,

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

Business Response
Date: 08/01/2024
Dear **************,

As noted in my acknowledgement to you dated, July 15, 2024, in order to provide you with information in response to the complaint filed with the BBB by *******************************, we would need a signed valid HIPAA member authorization form. To date we have not received the required HIPAA form, and as such we will be responding directly to the member.

Thank you,
*********************, Specialist
Executive Inquiries Department
P ******************* Information...

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