Complaints

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

close

Find a Location

Altrua HealthShare has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Altrua HealthShare

  12117 FM 2244 Rd Bee Cave, TX 78738-5349

• 

  Altrua HealthShare

  PO Box 90849 Austin, TX 78709-0849

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:07/08/2025

  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.

  After paying over $800/ month for almost a year - my son had an accident and I had no other claims. Altrua paid ZERO. I ended up with a $15,000 bill and after filing and calling and refilling info - I RECEIVED ZERO . I had them about 3-4 years ago and they were awsome. Helped bills a bit at least. DONT WASTE YOUR MONEY!

  Business Response

  Date: 07/25/2025

  Mrs. *****,

  This letter serves as a detailed explanation of the changes made by you to your membership while a member of Altrua HealthShare, and the impact of those changes on your medical responsibility amounts (MRA) and medical needs processing.

  Membership Change Summary
  According to our records, you and your household were initially enrolled on 7/1/24 and your membership continued through 1/31/25 in the Diamond ***********which has an annual $500 First Member Responsibility Amount (1st MRA) and a $2500 (2nd MRA). For the Diamond Membership your households monthly contribution was approximately $1008 per month.

  On 1/27/25, you submitted a plan change through the member portal to switch your membership to the Ruby *********** which carries a much higher MRA of $7,500 per need. This change became effective on 2/1/25. At this time, your membership **** reset to $0 as a brand-new membership, and your contribution amount was reduced to approximately $365.00. You were only on the **** Membership until 3/31/25 because on 3/24/25, you again changed your membership in the membership portal back to the ******* *********** which took effect again on April 1, 2025. Your membership was placed in a pending cancellation status as of April 15, 2025, with the final termination date being terminated on April 30, 2025.

  Membership and Eligibility Timeline - Date Event Description Plan Level
  6/4/2024     Enrollment Diamond
  7/1/2024     Effective Coverage Start Diamond
  1/27/2025   Plan Change Submitted Ruby
  2/1/2025     Effective Date of Change Ruby
  3/24/2025   Plan Change Submitted Diamond
  4/1/2025     Effective Date of Change Diamond
  4/15/2025   Pending Cancellation Diamond
  4/30/2025   Membership End Date Diamond

  The medical needs occurring in March 2025 eligibility period would have exceeded the Diamond **** had you remained on that membership. However, medical needs occurring during your time on the Ruby membership (2/1/25-3/31/25) did not meet the $7,500 MRA threshold, resulting in those amounts from your Sons accident which occurred in March to only be applied towards your MRA.

  Medical Needs -Activity Overview (Chronological Order)
  Medical Need # DOS Billed Allowed MRA Applied Notes
  510516437   1/16/2025   $256.63     $256.63     $0.00          RX Discounts only
  510516432   3/12/2025   $385.00     $320.00     $300.00      Ruby
  510517067   3/18/2025   $1,970.00  $0.00         $0.00          Missing info, Reimbursement Request
  510516438   3/26/2025   $40.02       $40.02       $0.00          Not eligible
  510514638   3/27/2025   $5,745.00 $5,745.00   $5,745.00   Ruby
  510521500   3/27/2025   $1,375.00 $1,375.00   $1,375.00   Ruby
  
  Total Billed Amount:           $10,177.65
  Total Allowed:                      $7,843.59
  Total Applied to MRA:          $7,420.00

  We hope this summary clarifies your membership history and how your plan level impacted the processing of your medical needs. All medical needs were processed correctly.

   

• Initial Complaint

  Date:07/04/2025

  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.

  Altrua was sold to me by broker as a health insurance. They are no- show company: 1. Dont answer calls 2. When answer: they verify information and then disconnect 3. Their automatics voicemail states that they will not cover health related claims 4. They dont respond to emails.5. Altrua is a scam that people need to be aware about.6. Multiple complaints online of them scamming public

  Business Response

  Date: 07/15/2025

  Dear Ms. ********************* you for reaching out and giving us the opportunity to clarify your concerns.

  We want to kindly reiterate that Altrua HealthShare is not an insurance company, nor do we present our ********** as insurance. Instead, Altrua is a faith-based **************************** (HCSM) that facilitates voluntary sharing of eligible medical needs between members. Monthly contributions from our members are deposited into an Escrow Account, from which medical needs are shared on a member-to-member basis.

  Altrua is recognized nationally as an HCSM by the ******************** & ***************** (***). Our ********** is a community of individuals and providers dedicated to caring for one another in a way that honors God and promotes responsible, health-conscious living.
  
  About Your ********** - We have reviewed your recent message and want to thank you for bringing your concerns to our attention. According to our records, your Ruby ********** began on July 1, 2024. Enclosed youll find a copy of your signed application, which includes the contact information you providedspecifically, a phone number ending in 8680 and an email address beginning with bi.

  Within the application, there are clear disclosures and acknowledgments, which you signed, explaining that Altrua is not insurance, but rather a ****************************. In addition, as required by Wisconsin state law, the following notice was included:
  Wisconsin State Notice (Statute 600.01(1)(b)(9))

  This publication is not issued by an insurance company, nor is it offered through an insurance company. This publication does not guarantee or promise that your medical bills will be published or assigned to others for payment. Whether anyone chooses to pay your medical bills is entirely voluntary. This publication should never be considered a substitute for an insurance policy. Whether or not you receive any payments for medical expenses, and whether or not this publication continues to operate, you are responsible for the payment of your own medical bills.
  
  Regarding Your Reimbursement Request - We understand how important your health and finances are, and we want to reassure you that your request has not been ignored. Communications and requests for further information have been sent to the email address you provided in your membership application. If youve had difficulty receiving them, we would be happy to verify and update your contact information.

  We sincerely apologize if youve experienced any dropped calls or communication issuesthis is not the experience we aim to provide, and we are actively looking into it.
  Wed also like to clarify that, as a ****************************, there is no insurance policy or formal contract between Altrua and its members. That said, we are committed to helping you understand your ********** and the sharing process.

  So far, weve received one request for reimbursement from you. However, the documentation submitted included a shopping cart receipt, which unfortunately did not contain the necessary informationsuch as diagnoses or CPT codesto process the request. A formal medical bill is required for us to evaluate any sharing eligibility.
  Your current ********** level is listed as Sapphire, and based on the information submitted, it appears the services were laboratory-related. For ******** Members, the ********** Guidelines (attached) outline the following conditions:

  ***A 90-day waiting period applies to most laboratory services unless theyre part of eligible screenings or emergent procedures.
  ***Up to $4,000 per member per calendar year may be applied toward the ********** Responsibility Amount (MRA).

  The MRA for Sapphire Members is $1,500, plus an additional $2,500 annually. If formal documentation had been submitted, the costs reflected in your receipt would have been applied toward this amount.

  Refund Request and ********** Cancellation  - We understand your frustration and appreciate your desire for resolution. However, at this time your request for a full year's refund of your contributions is not warranted. ********** contributions are voluntary and non-refundable, as outlined in the terms you agreed to upon joining. We remain available to help review and process any eligible needs with the appropriate documentation.

  If you wish to cancel your membership, please advise us, and your membership will be set to end on July 30th, 2025.
  
  Next Steps - Weve attached copies of both your ********** Guidelines and your signed application for your reference. If you are able to obtain a formal medical bill that includes the required details, we will gladly re-evaluate your submission.

  Please dont hesitate to reach out if you have questions, or if we can support you further in any way. We are here to help and value you as part of our Altrua community.

  Warm regards,
  Altrua HealthShare 
  

• Initial Complaint

  Date:01/16/2025

  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.

  On January 7, 2025, this company and its affiliates represented that they could sell and administer catastrophic health insurance that would be activated "at midnight on January 8, 2025." I purchased the insurance, then all of the follow-up documentation stated that the services would start on Feb 1, 2025, in direct and opposing conflict with what they represented. They are part of a complex web of entities that, I believe, are preying upon individuals like me who don't necessarily have expert understanding. In just the 75 minutes before and after my interactions with this company, I was introduced to at least five or six entities, including: ***************************** (***************************** operates as a Third-Party Administrator in the state of ********** and under the name ************************ and does business under the name ************** in ********, ****, ************, ************** and ****.); *********************************** (********), and others. Dr. ***** ****, Director of Ministries at ALTRUA MINISTRIES, took the ultimate responsibility by welcoming me and telling me "how excited [he is] that [I] have joined the Altrua Ministries family. Not only have you secured your place with a world class health care sharing community, but also with that, a ministry that is ready and willing to stand alongside you and your family as we walk through life together."This entire service misrepresents itself from start to finish. I want my money back and to block this company from ever communicating with me again.

  Business Response

  Date: 01/21/2025

  Mr.********,

  We are disheartened that someone misinformed about an Altrua HealthShare Membership (AHS).  Please understand that the person who offered you an AHS Membership was not an employee of *** or an affiliate, but was an Independent Representative (IMR).  Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such.  *** is a health care sharing ministry (****) that facilitates member-to-member sharing. All Members monthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis. Additionally, *** is a nationally recognized faith-based HCSM through by the ******************** & ***************** (***).  Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  *** is not affiliated in any way with ************************, *********************** (*********,or *********************************** (****)).  All memberships begin on the first of each month and anyone representing that a membership could begin on the 8th is misinformed.  As explained above, AHS is not a scam, we are a recognized HCSM that facilitates the sharing of our members medical needs on a member-to-member basis.  AHS shares in thousands of medical needs each year and deals with thousands of healthcare facilities in the interest of our members. 
  
  Your contribution has be refunded in full.  Again, we apologize for any inconvenience this may have caused you.  We do understand that a health care sharing ministry is not a solution for everyone. We sincerely hope that you find a suitable solution for your medical needs.

• Initial Complaint

  Date:01/03/2025

  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 was trying to get health coverage for my children via ************** and was routed to a private agent who quoted me a price and a monthly fee for Altrua health share. He said they worked with MA government but I think this is a scam. I signed my kid up on 11/27 paid a one time fee of $824.24 and they said I would be charged $187 a month for medical coverage. They just took out $712 from my account on 1/1/25. Spent all day trying to get help and the person I was working with now has a disconnected number and another person I spoke too gave me a number that has no greeting and goes right into on holdmusic.. working with my bank to start an investigation but I think ******** is being hacked and providing people with suspicious numbers to call. This is horrible! Help!!

  Business Response

  Date: 01/06/2025

  Ms. *********
  
  We are disheartened that someone misinformed about an Altrua HealthShare Membership (AHS).  Please understand that the person who offered you an AHS Membership was not an employee of *** but was an Independent Representative (IMR).  Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such.  *** is a health care sharing ministry (****) that facilitates member-to-member sharing. All Members monthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis.Additionally, *** is a nationally recognized faith-based HCSM through by the Centers for ******** & ***************** (***).  Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  AHS is not connected in any way to ************** and the membership in which you enrolled has a $345 Monthly contribution, so it is likely that the person that offered you the *** membership also added on products or ancillary plans that are not related to or offered by ***.  As explained above, AHS is not a scam, we are a recognized HCSM that facilitates the sharing of our members medical needs on a member-to-member basis.  *** shares in thousands of medical needs each year and deals with thousands of healthcare facilities in the interest of our members. 
  
  Your contributions will be refunded in full.   Again, we apologize for any inconvenience this may have caused you.  We do understand that a health care sharing ministry is not a solution for everyone. We sincerely hope that you find a suitable solution for your childrens medical needs.

• Initial Complaint

  Date:11/11/2024

  Type:Billing 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 was told by several different agents over the phone that they would pay for claim 10309659-2Adj. Now that I am being sent to collections by the provider, they say that it has been adjusted and I owe the full amount. Took them two years to tell me they are not going to pay what they should.

  Business Response

  Date: 11/13/2024

  Mr. *********,

  We have begun an investigation into this matter.  What I have found out so far is that the provider was unwilling to negotiate your medical needs and that you were balance billed which always delays the processes.  It also appears that there was additional sharing in this medical need.  Please see the attached EOS for your reference.  We will follow up with any additional information found in our investigation.

  Customer Answer

  Date: 11/13/2024

  Complaint: 22535398
  
  I am rejecting this response because:

  This event occurred in 2022. You have had more than ample time to work with the provider to negotiate down the rate. I was also told on the phone several times by your staff (on Aug 17, 2024, Aug 30, 2024, and several times before that) that Altrua was covering the full amount and there would be no application to the member responsible amount. Had correct information been related to me timely (within the first year), I couldve worked with the provider to see if I could get a discount. I am now being sent to collections.

  
  Regards,
  
  **** *********

  Business Response

  Date: 01/21/2025

  Mr. ******************* a full and thorough investigation of your complaint, The following determination have been made: You were a member of Altruas Emerald ***************** In said membership you had member responsibility amounts (MRA) of $1k per member per calendar year before the $2500.00 2nd MRA applies.  
  Your original date of service for your medical needs was 4/3/2022. You had eligible medical needs in the billed amount of $11,512.68, that was repriced to an allowed amount and was shared in the amount of  $1,281.69 (less your 1st and a portion of your 2nd member MRAs).  A check was sent to the provider for $417.34 on or about 12/20/22. 
  The provider contested the amount received and sent you a balance bill for $9,655.36.   Altrua received the balance bill from you, you were informed that you not yet met the full amount of your 1st MRA and had a remaining responsibility of $864.35.  On 10/12/23 you provided appropriate proof that you had paid the provider the $864.35, which completed payment of your 1st MRA.  A second check was sent to the provider in the amount of $7,294.47 on or about 3/15/24.   
  Later the provider sent you another bill with a remaining balance of $2,936.52, but you still had not met all of your 2nd MRA as there was remaining MRA amount of $2,360.89 due.
  That being said, upon my review, it has been determined that 1) the time frame to accomplish sharing of your medical needs and balance ******** was entirely too long; and 2) you were not properly informed/educated that you had two separate member responsibility amounts to meet prior to your balance bills being processed. 
  As such, Altrua will be reprocessing your balance bill and waiving your 2nd MRA in the amount of $2460.89 and your balance bill in the amount of $2936.52 will be shared directly to the provider.  We apologize for the inconvenience this has caused you and it is our sincere hope that you will find a health care solution that is better suited to your needs.

  Customer Answer

  Date: 01/22/2025

  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. However, given the time it has taken to get to this resolution, I understandably don't trust what Altrua tells me. The provider should receive the full payment that you have outlined here within 90 days.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:09/13/2024

  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 was scammed trying to find health insurance and got a call back from Altrua and they assured me that this was insurance and I could use it anywhere and completely deceived me. I paid on this for months thinking I was covered and then I go to the doctor and they tell new this isnt health insurance and theyre not even sure what it is!! I tried to reach them to cancel and it was beat impossible. I finally get in touch and they hang up on me twice! The third guy finally cancels but ours me on hold for long periods trying to cancel but I stick with the call and he starts it was cancelled. He tried to say you want to know about other insurance we offer and even laughed when he said itlike he knew it was a scam and joke!!

  Business Response

  Date: 09/16/2024

  In your comments you claim that you were told that Altrua was insurance. If this is true, we truly apologize. The person who offered the membership to you was not an employee of Altrua but an unscrupulous independent representative with no direct connection to Altrua. We endeavor to make the fact that we are not insurance truly clear by stating that fact numerous times on the application that you acknowledge and sign before you join the membership. We also have multiple places on our website that state that Altrua is a health care sharing ministry and NOT an insurance company. We do not condone anyone misrepresenting what we are or what we stand for. Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the ******************** &Medicaid Services (CMS). Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members. Our membership opportunities are developed and based on Biblical principles established for living a healthy and honorable lifestyle and members must believe in and follow our Statement of Standards to join any Altrua HealthShare membership.
  We have investigated the allegations in your review. Our research shows that you enrolled in an Altrua HealthShare (Altrua) membership on 4/19/24 with an effective date of 5/1/24. You were on the Pillar Membership and the monthly contribution amount was $125 per month. Your membership ended on 8/31/24. As such, you were a member of Altrua HealthShare for a period of 4 months. During the time on an Altrua Membership no medical needs were submitted for sharing and the only call made to Altrua from you was to cancel your membership on 8/13/24. Any additional amounts paid were for products that have no relation to Altrua or your Pillar membership. Altrua will refund you $500 for the monthly contributions submitted. The third party should refund you for any other amounts paid for additional non-Altrua related products.
  Please understand that there has been no deception on the part of Altrua, this was only an act by an unscrupulous independent agent.
  We regret the circumstances surrounding your experience. We do understand that a health care sharing ministry membership is not the right choice for everyones needs, but it is our sincerest hope that you have found the appropriate fit for you and your medical needs. 

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair 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 was laid off and needed health insurance. I found Altrua through the states 3rd party company. I wanted state insurance. Before purchasing I asked if this insurance works similar to ******************** for example BlueCross Blue Shield. Because what I am looking for. I was assured it was similar with a lower cost which is why I purchased it. I spent money monthly and could not even be seen by my Eczema specialist nor other doctors. I learned Altrua scammed many others like myself. I paid monthly and the money does not go towards taxes so I will have to pay back taxes as well. COMPLETE LUDICROUS, that I could not get refunded after requesting from both Altrua and 3rd party company. They robbed me completely blind and left my health to suffer.

  Business Response

  Date: 09/16/2024

  In your comments you claim that you were told that Altrua was insurance. If this is true, we truly apologize. The person who offered the membership to you was not an employee of Altrua but an unscrupulous independent representative with no direct connection to Altrua. We endeavor to make the fact that we are not insurance truly clear by stating that fact numerous times on the application that you acknowledge and sign before you join the membership. We also have multiple places on our website that state that Altrua is a health care sharing ministry and NOT an insurance company. We do not condone anyone misrepresenting what we are or what we stand for. Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the Centers for ******** &Medicaid Services (CMS). Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members. Our membership opportunities are developed and based on Biblical principles established for living a healthy and honorable lifestyle and members must believe in and follow our Statement of Standards to join any Altrua HealthShare membership. 

  We have investigated the allegations in your review. Our research shows that you enrolled in an Altrua HealthShare (Altrua) membership on 2/6/24 with an effective date of 3/1/24. You were on the Pillar Membership and the monthly contribution amount was $125 per month. Your membership ended on 8/31/24. As such, you were a member of Altrua HealthShare for a period of 5 months. During the time on an Altrua Membership no medical needs were submitted for sharing and the only call made to Altrua from you was to cancel your membership on 8/13/24. Any additional amounts paid were for products that have no relation to Altrua or your Pillar membership. Altrua will refund you $625 for the monthly contributions submitted. The third party should refund you for any other amounts paid for additional non-Altrua related products.

  Please understand that there has been no deception on the part of Altrua, this was only an act by an unscrupulous independent agent.
  We regret the circumstances surrounding your experience. We do understand that a health care sharing ministry membership is not the right choice for everyones needs, but it is our sincerest hope that you have found the appropriate fit for you and your medical needs. 

  Customer Answer

  Date: 09/16/2024

  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:08/26/2024

  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.

  dropping non legally defensible late fee, they did not notify a payment was due and i have paid the monthly membership for joy, please and **

  Business Response

  Date: 09/05/2024

  **************,

  We apologize for the error, as this was related to a lost or stolen card, you will be refunded the fee charged to the Member's account.

• Initial Complaint

  Date:08/01/2024

  Type:Billing 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 05/09/2022 I went to ***************************************************** for medical care. On this day I provided my Altrua health share information. On 10/02/2023 I get a call from a ********, whom she identified herself as a bill collector) demanding I owed over $20,000. On 10/02/2023 I spoke to Mercy billing department and ****** stated she would send my information to Altrua for billing once again. I followed up once again to Mercy on 10/28/2023 and spoke to a *********. She stated that on 05/09/2022 they had sent Altrua the necessary information and that she would do it again. On 11/15/2023 I spoke with a *** at Altrua and was informed that my claim was still being processed. *** also informed that on 08/08/2023 Altrua sent a letter to Mercy asking for additional information. It was on this phone call that we learned Altrua had on record my father's date of birth instead of mine, and that was the reason why there was a delay. I am not sure how the wrong information was inputted into the system, whether it was Altrua or Mercy. I now have a collection on my credit for over $20,000. It has been very difficult to get anyone to help me correct this at no fault of my own. I have a Explanation of Benefits from Altrua stating "inelgible for sharing: Member DOB/Name mismatch, corrected information/ submission not received timely." Not sure how this is my fault. Please help! I am a 22-year old who is trying to do good.

  Business Response

  Date: 08/12/2024

  ********************,

  I have started an investigation into the issues surrounding your complaint.  We apologize for any inconvenience this may have caused you.  This may take a few days to complete, but I will offer a more complete response, once I find out the circumstances surrounding the issues that you have had.  We appreciate your patience.

• Initial Complaint

  Date:07/01/2024

  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 had health coverage with Altrua healthcare from August of 2022 - January of this year. In November (7 months ago) I requested a colon cancer screen through them and was sent a Cologuard screen in the mail. Specimen was sent and I was sent a bill for $681. Altrua refused to pay for this cancer screening exam stating that I needed to pay the deductible/cost sharing first. I have sent an appeal for decision and cancelled my membership with them. I have yet to hear from them. My Member ID: ******************************* #********* Plan#********* I received information from the billing department of the cancer screening facility (Exact Science), that under federal law, of the Affordable Healthcare Act, specifically Section 2713 of the ********************* Act, it requires that health plans must now cover the Cologuard test without cost sharing for average risk patients. I assure you that I meet those requirements. I am over 45. I was due for screening and my healthcare provider had indicated that I am of average risk for colorectal cancer. Section ******************************** conjunction with the US ************ Services Task Force (USPSTF) a sDNA-Fit test (Cologuard) are to be covered. Additionally, under federal law, if a plan does not have an in-network provider who can provide the service described in the USPSTF regulation, the plan must cover the service and may not Impose cost sharing.

  Business Response

  Date: 07/11/2024

   

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

  We are saddened that you are dissatisfied with your membership. However, please be advised that Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such. Altrua HealthShare is a health care sharing ministry (HCSM) that facilitates member-to-member sharing. All Membersmonthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis.
  
  Altrua HealthShare dba Altrua Ministries is a nationally recognized faith-based **************************** through The Centers for ******** & ******** Services (CMS) that consists of individuals and families across the nation. Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  While we appreciate your diligence in researching the law regarding the *************** Act and Preventative health services statutes.  Your application to the law is not applicable to Altrua HealthShare as it is an HCSM and not insurance.
  
  The law clearly states that this statute is applicable only to a group health plan, or a health insurance issuer offering group health insurance coverage and as stated above Altrua HealthShare is an HCSM and does not offer insurance of any kind and is not an insurance company.  As such, the *************** Act and section ********************************************** your complaint is not applicable to a health care sharing ministry.  
  
  For your convenience, please see the statute cited below:                     
  54.9815-2713, entitled Coverage of ******************* Services states in pertinent part as follows:
  (a) Services -
  (1) In general. Beginning at the time described in paragraph (b) of this section and subject to 54.9815-2713A, a group health plan, or a health insurance issuer offering group health insurance coverage, must provide coverage for and must not impose any cost-sharing requirements (such as a copayment,coinsurance, or a deductible) for
  (i) Evidence-based items or services that have in effect a rating of A or B in the current recommendations of the United ***************** Services Task Force with respect to the individual involved

  Further, please see page 38 of the Pillar Membership guidelines attached hereto which states clearly as follows:
  
  Colonoscopy procedures or Cologuard like tests, routine or diagnostic, for Members aged 45 and over are subject to the following:
  An initial 12-month waiting period (from the member effective date)
  Limited to one colonoscopy per Member,per Member per 12 months
  Cologuard or Cologuard like screening are eligible for sharing.
  Maximum of three colonoscopies, per Member, during the lifetime of the Membership
  1st, then 2nd MRAs apply (See attached Pillar Membership Guidelines.
  
  We do understand that a health care sharing ministry is not a solution for everyone. It is our sincerest hope that you find a suitable solution for your medical needs.