Complaints

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

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  Lucent Health

  424 Church St STE 2300 Nashville, TN 37219-2307

  
• 

  Lucent Health

  1826 Elm Hill Pike Nashville, TN 37210

  

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:06/13/2025

  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.

  Dear BBB Representative,I am writing to file a formal complaint regarding my health insurance provider, Lucent Health and Cigna, and their failure to reimburse me for in-network mental health services totaling $1,500, despite all requirements for coverage being met. I have also filed a formal complaint with the ***************************** regarding this matter in hopes of resolving it promptly. Overview of the Issue:I received mental health counseling from ******* ****** of ******************************, a provider who is listed as in-network. My understanding, based on my plan details, is that this care should be covered 100%.However, after submitting the claims, Lucent Health has since advised me to seek a "credit" from the provider rather than reimburse me for payments I made directly. This is not only unprofessional but inconsistent with how a covered, in-network benefit should function. This process has dragged on for nearly six months without resolution.Claim Details:Patient Name: ****** ***** Total Amount Paid Out of Pocket: $1,500 Claim Number: ************ Cigna Group Name: Valley Mechanical *** Policy Number: ******* Service Provider: ******* ******, ****************************** Dates of Service:9/24/24 10/1/24 10/21/24 11/6/24 11/12/24 11/21/24 Amount per session: $250 The claim entered Lucent Healths system in January 2025, and I have since made repeated attempts to resolve this matter through their representative, ****** *****, both by email and phone.Emails Sent to Lucent Health:10/29/24 12/29/24 12/31/24 1/27/25 1/28/25 3/17/25 4/3/25 4/24/25 5/2/25 5/13/25 6/6/25 6/12/25 6/13/25 My Request:I am formally requesting:Immediate reimbursement of the $1,500 I paid directly for covered services.A formal investigation into Lucent Health's practices regarding mental health reimbursements.Clarification as to whether Lucent Health is meeting their legal obligations under mental health parity and prompt claims payment laws.

  

  Business Response

  Date: 06/19/2025

  Hello,

  We are currently investigating the matter outlined in the member's correspondence. A member of our leadership team has initiated contact with the member involved in order to gather additional information and fully understand the circumstances surrounding the concern.

  While the member was unavailable to speak today, a follow-up call has been scheduled for 3:00 PM CST on June 20th to continue the discussion and work toward a resolution.

  We remain committed to ensuring this matter is addressed thoroughly and appropriately and will provide further updates as the situation progresses.

  Thanks,

  Lucent Health

• Initial Complaint

  Date:06/06/2025

  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.

   
  Complaint: 23436039
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******d eventually they started talking about I have to do this and that, because it is part of their **********, in summary, the insurance company would not pay for either the doctor visit or the prescription medication - both of which are clearly covered by the plan. Then they want me to spend hours and hours going back and forth with them - because that is their process. So all told, I spent thousands of dollars on insurance and countless hours on the phone with them. And they did not honor the insurance.I would like a refund of all the premiums I paid, plus compensation the hours of my time that the insurance company stole.

  

  Business Response

  Date: 06/17/2025

  Hello,

  Our customer service team has researched this member's information and have found that our records do not show any contact or interaction with ******* *******. We've contacted member support at the group's broker, *******************, and they have informed us that they had one interaction with him on June 6. Our teams have not been able to locate any other contact history from this member. It is possible that he contacted ****** customer service directly.

  The customer support team at ********* attempted to reach out to ******* *** phone on Friday, June 13, but he did not answer. They sent a follow-up email the same day to let him know that they are available to help should he need further assistance. Our customer service team has also made note to follow up with the member to ensure he has received assistance in resolution.

  Thanks,

  Lucent Health

• Initial Complaint

  Date:04/18/2025

  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 am submitting this complaint as a provider. I have been unable to receive payment for claims submitted after providing care. I have called multiple times to speak with someone in the claims department and I have been given the runaround and I have been told that they cannot locate claims or that the claims were sent for processing when in fact they were not. I requested to speak with someone who could find out why the workers in the claim department have not been doing their jobs. However, all I could hear in the background was snickering and I was not given the opportunity to speak with someone in management. I am hoping that someone from Lucent Health will reach out to me so that we can rectify the situation, as claims have not been processed and this affects the wellbeing of patients.

  

  Business Response

  Date: 04/28/2025

  Hello,
  
  We have reviewed and addressed the provider's complaint. A Lucent **************** Lead called the provider last week to provide an update, and the matter was escalated for further investigation. 
  
  It was discovered that the provider's claims were received, but when they should have been systematically advanced through for processing, there was a system failure that impacted their release.  The initial customer service representative that the provider spoke with could not have known this issue had occurred.  Unfortunately, the issue was only discovered after the provider spoke with our **************** Lead, and she escalated the matter.
  
  Although this is a rare occurrence, there are cases where claims processing is delayed.  We did identify and listen to the call where the provider asked to speak with someone in management.  Although the representative communicated that she would escalate to a member of management, proper protocol is for an attempt to be made to transfer the provider to a supervisor and if none is available, take your contact information and get them a return call within 24 hours. This matter has been addressed.
  
  We have confirmed that the provider's claims have been received, processed, and are currently in final auditing.  Our **************** Lead will follow up with the provider directly with all information as to when payment will go out.
  
  We apologize for the inconvenience this situation has caused and are dedicated to working toward resolution.
  
  

• Initial Complaint

  Date:02/26/2025

  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.

   
  Complaint: 22992796
  
  I am rejecting this response because:

  Im rejecting this for the fact the business stated I would receive a check in the mail. I dont believe that is accurate. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  Our customer service team has looked into this member's claims and was able to locate the claims in our system as well as the communication history between the member and our customer service representatives. After communicating with the member via phone on 1/30/2025, we manually reviewed the claims and discovered a claims processing glitch that prevented the claim from being processed correctly.
  
  After this discovery, we immediately began the process to reverse the denied claim and reprocess. The claims reprocessing was completed on 2/18/2025, and the payment process began. The payment process can take up to 10 business days, and the member was informed of this when she spoke with our customer service team on 2/26/2025.
  
  We will notify the member when the payment process is complete to inform her that she will be receiving a check in the mail.

• Initial Complaint

  Date:02/10/2025

  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.

  The reason why we werent able to file a complaint within a year is because we recently got 2 hospital bill sent to us. The service of both of the hospital bill is 09/06/2022 and the other one is 02/24/2022. My husband had this insurance in 2023 but he had to switch jobs because the company he was at didnt sign a contract anymore. So when we got the 2 hospital bills I called the insurance company and they said since my husband isnt an active member anymore they cant help us out and they send me to a non active department and they didnt answer us. Is there any way you guys can help me out for the insurance to become responsible for the bills or what can I do?

  

  Business Response

  Date: 02/19/2025

  We are actively in contact with the member to work toward a resolution. Our last contact with the member was today (2/19/25) - our Care Support Manager connected with the member to discuss the billing issue, and the member sent copies of the current bills in question. We have forwarded them to the **************************** which will assist in negotiating with the providers. The member is aware of our efforts, and we will continue to keep in touch as we receive further updates from *** and work to resolve their billing issues.
  
  Thanks,
  Lucent Health

• Initial Complaint

  Date:12/26/2024

  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 have numerous bills that have been submitted, all the way back to April of 2024, and the insurance company keeps stating not to pay more than what is stated on my explanation of benefits. I pay the amount showing, but then the provider still wants what is remaining on the bill. I've reached out multiple times to the insurance company and they continue to tell me that they will have it fixed and give me an update but they never do. The bills are now going into collections because they won't do anything about it. I've even had my *************** submit the bills to them because they aren't being updated to reflect the explanation of benefits. I was told through email that they would reach out to me on 12/23/24 with an update and they never contacted me. I have submitted the bills from the providers along with the explanation of benefits stating what I am responsible for paying.

  

  Business Response

  Date: 01/28/2025

  Hi Ms.*****,
  
  The Lucent Health team has researched the claims and is working on updating the **** and as discussed in your phone call last week with an ******* representative, they are actively working on the facility bill appeal. We are in contact with the provider now and their team is reviewing the matter as well. Once we get confirmation from the provider, our Care Support team will reach out to you with additional updates as we work toward a resolution.
  
  Thanks,
  Lucent Health

• Initial Complaint

  Date:12/23/2024

  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.

   
  Complaint: 22725839
  
  I am rejecting this response because:
  Lucent Health cause my bills to get sent to collections because they done nothing but dragged their feet and in the beginning they was very rude to me and one lady ******* told me to driving an hour if I needed to go to a emergency room or just keep having these same problems even with my husband's heart condition. So I tried going up the chain about how I was treated then my husband got chewed out from his work place. So I went to our state commissioner office and Lucent Health is not considered as an insurance company. It would also been easier for them to just paid their bills instead of making me pay it. They could careless how I felt and how much stress they are putting on me. It's now to late for the check of $178 because that isn't not my responsibility to be the middle man for their payments. I paid my responsibility part because I pay my bills on time and we don't jerk people around. So at this point they can keep that $178 because I don't have time to be paying they bills for them. They can just send it directly to we one that they owe it to. Not me I'm tried.
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22725839
  
  I am rejecting this response because:
  What they are saying is the same thing over and over like a broken record and no communication between them and ***** and it's been the same story for almost a year and a half and caused two bills to go to collections and keep telling them and they said that they cared but they actions didn't back it up. I had to put up with the same old broken record response and do their job and dealing with *****. They did care about me are the stress they were putting me through it was all about them. I told them this but they didn't care because if they did they would have done more to get it done and didn't. Yes ***** was part of the problem and I had to take hard action on them which I shouldn't had to do and ***** finally done something about the bills just two weeks ago. I should have not had to do all this stuff back and forth for a year and a half. When Lucent Health, HST and ***** should have been doing all the communications and not taking almost two years and stress me out, making me mad to the point that caused my husband to get a phone call from upper management of his work place. So oh I am not happy with their response because like I said it's the same words over and over like a broken record of over a year and a half. I didn't cause the problem bad me and my husband both got in trouble just a month after this got started. So thanks for making me so mad and upset that caused us both to get in trouble. Because they company illegal or not took my ***** rights away and told my husband to take over all of it. So again thanks for all of y'all's part in this big mess.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/03/2025

  Dear *** ********, 

  In response to your feedback, we would like to share some additional information to provide clarity on your recent health claim activity and assist you with resolution. Lucent Health is a third-party administrator that provides healthcare administration services to self-insured employers.

  Upon review of your claim from December of 2023, we note the following:

  - The initial claim was received on 1/22/24 and was processed on 1/31/24. The claim was paid according to the terms of the Plan. This resulted in $142.37 of patient responsibility (deductible) towards the $4,000.00 Annual Deductible.
  - It is our understanding that the provider disputed the amount paid and that **** *********************** assisted in negotiations with the provider to minimize the balance amount billed to you.
  - HST notified Lucent Health on 11/6 that a settlement was reached with the provider for $322.35. This equates to the original patient responsibility of $142.37 plus an additional $179.98. *** requested that a payment be issued to you in the amount of $179.98 with the understanding that the $179.98 would be paid to the provider, per the negotiated settlement.
  - Subsequently, Lucent Health worked with your employer to approve and process a payment to you in the amount of $179.98 mailed on 12/31/24.

  In summary, your patient responsibility due to the provider is $142.37 (initial payment responsibility) and the negotiated settlement amount of $179.98 mailed to you, totaling $322.35 due to the provider.

  - If you have already paid the initial $142.37 the remaining balance due to the provider should be $179.98.
  - If no payment has been made to the provider the total amount due should be $322.35.

  If there are any additional questions regarding the claim activity and payments, please contact Lucents concierge care team at **************.

  

  Business Response

  Date: 01/17/2025

  Hi ****,

  Thank you for bringing this matter to our attention. We are actively connecting with *** to gather more details about your claim and payment history. Our goal is to thoroughly understand the situation and work toward a resolution that addresses your concerns.

  We appreciate your patience as we investigate and will follow up with you as soon as we have additional information. Please dont hesitate to reach out if you have any further questions in the meantime.

  

  Business Response

  Date: 01/29/2025

  Dear *** ********, 

  In response to your request, we have completed an additional review of the timelines and payments for your claims. As the Third-Party Administrator for your health plan, we received the claims in January and submitted payment nine days later at a fair and reasonable reimbursement rate to your provider.  Your provider rejected this reimbursement amount and requested additional payment.  Your provider proceeded to negotiate with ***, the network contract negotiation organization hired by your employer.  Upon request by *** and approval from your employer, Lucent issued an additional payment to you to satisfy the settlement with the provider. 

  Generally, providers should not submit medical bills to collections during good faith efforts of negotiations.  We recommend contacting the provider to request pulling the account back from collections.  If you have not yet issued payment to the provider, we recommend submitting payment to the provider.   
  In summary, your patient responsibility due to the provider is $142.37 (initial payment responsibility) and the negotiated settlement amount of $179.98 mailed to you, totaling $322.35 due to the provider.
    - If you have already paid the initial $142.37 the remaining balance due to the provider should be $179.98.
    - If no payment has been made to the provider the total amount due should be $322.35.

  If there are any additional questions regarding the claim activity and payments, please contact Lucents concierge care team at **************.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22725839
  
  I am rejecting this response because:
  All this c*** back and forth has taken over a year to finally get somewhere but in all this I am the only one that got hurt and making me look bad plus getting my HIPPA rights taken away because I was mad and had every right to be mad. Y'all really didn't care about me and ******* being hateful too me plus not returning my husband's phone call. Y'all didn't get hurt or lose anything and ***** didn't either but I didn't. Thanks a lot. This wasn't my fault but we are the only one's that got hurt and jumped on. Good grief.
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 02/04/2025

  I can't believe that this bad so call insurance company has BBB on their side and could care less about me and other people. Because here is another example of how bad this company is. I have had to pay between $650.00 to $900.00 for a month because they don't want to cover the meds even after my doctor goes back and forth with them and they won't answer emails.  This is sorry. GOOD BYE.

• Initial Complaint

  Date:08/24/2024

  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.

  The company decided to stop coverage in the middle of the year (not during open enrollment) on a very important medication that prevents a life-threatening condition. The medication is prohibitively expensive without insurance ($600 to $1,000 per month). I found out they decided to stop coverage when I ran out of medication and went to CVS. When I tried calling Lucent Health at around 11:00 AM on a Saturday nobody picked up. It was closed. Unacceptable.

  

  Business Response

  Date: 08/26/2024

  We have communicated with the member on the issue - by the following Monday morning, the member was able to get this medication issue resolved.

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising 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.

   
  Complaint: 21714187
  
  I am rejecting this response because:
  Nothing was resolved. They simply asked for more information, which I have provided in an email to the company, per their request.

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

  

  Business Response

  Date: 05/15/2024

  Hi *****,

  Thanks for reaching out. We're sorry you're running into issues with getting payments completed, and we'd like to do everything we can to resolve this issue! We need a little more information on your employer before we can access your member information. Can you please provide your employer's name, your plan type, and any other information that's relevant to this issue? Once we figure out your group, we can better look into what is causing delayed payments. If you could email ********************************************* with this information, we will ensure that we resolve this as soon as we can! Thank you!

  

  Business Response

  Date: 05/31/2024

  The role of Lucent Health is to process claims incurred under self-funded plansit is neither an insurer nor payor.  The responsibility to timely fund claims rests with each employer, including CES. Because Lucent Health terminated its service agreement with CES, Lucent Health has no authority to discuss matters with participants. Participants are referred to CES, which is the plan sponsor and plan administrator. This is a matter between CES and its employeenot Lucent Health.