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Business Profile

Health Insurance

US Family Health Plan

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Lied to about providers being in network when they werent. Cannot give us the insurance number over the phone while their system is down and wont mail insurance cards so now my family is essentially uninsured because there is no proof of insurance for billing. Called last Thursday to cancel this insurance. Was told that we would receive a call on Monday at the latest to cancel the plan. Its now Tuesday and still no contact. Called them back today and they refuse to let us speak with a manager and only offered to place a note to have someone call us on our account. If I cant get on the appropriate insurance this week I will be dropped from nursing school because I cannot afford the $800 in shots and a physical that is required for me to stay in school. Overall nightmare of an organization. Dishonest and uncaring. Need to be investigated for doing business in bad faith, lying about providers in network and medical coverage that was not accurate or appropriate for the care that was required.

    Business Response

    Date: 01/27/2025

    I apologize for any inconvenience you have experienced. Unfortunately, USFHP is available in six different regions of ***************** and there are six different administrators for each region. I only represent the USFHP located in the ************. She will need to contact Christus Health at ************** to resolve this issue. 

  • Initial Complaint

    Date:12/20/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    March 09, 2023 US Family Health Plan (USFHP) has been beyond unreasonable and I am at a loss of how to proceed. I visited a clinic 3 times, they fully paid all visits. Then on the 4th time (no notice to me or my provider) USFHP said the clinic was out of network. I've gone back and forth with them on the phone, and finally was told to write a letter to claims **** in August. By September I received a phone call saying USFHP would cover the 4th visit. They have since gone back on their word in November and rebilled me for the visit, again no explanation or notice. I initially went to this clinic because USFHP sent me there and the clinic even said it was in network. The company has no email, no phone number beyond the initial customer service and no ways to take this a step further. This is customer abuse and illegal handling (lack of) of insurance. This company should no longer be allowed to work in the ******************* with how they have treated me for months. I was told that I wasn't the only one that was suddenly told the clinic was no longer in network. Then they do not allow you to take care of the issue or contact anyone helpful.

    Business Response

    Date: 01/10/2024

    I am sorry but I do not have access to patient files. Resources are available to our members on our website and information on how to file a complaint with USHFP is located in our member handbook which is available for download on our website. *****************************************************************

    This is an excerpt from the handbook.  If a US Family Health Plan member has a complaint or grievance, it will be addressed. A complaint might be about personnel, quality of care, service, or Plan benefits. If you have a complaint, you should call ****** Services at ****************, option 2. US Family Health Plan staff will work to resolve your complaint so that you are satisfied. You may also submit a formal grievance in writing to the Plan. This initiates the grievance process.Our address is: US Family Health Plan ****** Services **********************************************************

     

    Customer Answer

    Date: 01/11/2024

     
    Complaint: 21037368

    I am rejecting this response because:

    This is exactly showing my whole complaint. There is no process and they want me to make a 15th phone call to file a complaint with them. How about we address the issue and actually help customers. It is ****, I am not writing a second letter to a business. This is a complete lack of caring and unwilling to help a customer with any extra effort just spews out of this company. 


    Sincerely,

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

    Business Response

    Date: 02/14/2024

    I was under the impression that the initial complaint was that there was not a way an easy way to communicate with USFHP. 

    I encourage you to continue to communicate with our member services team to help resolve this. 

    I have also engaged our operations department to research this case.

     

    Customer Answer

    Date: 02/15/2024

     
    Complaint: 21037368

    I am rejecting this response because: I have done nothing but communicate to this business in every way shape and form. It is very difficult and time consuming. I have no desire to "continue my efforts". They have my contact information and may reach out when they plan to resolve the issue, until then the BBB can show the complaint in their records as unresolved. This is now approaching one year of back and forth, I do not have anything else I can possibly do. This company is poorly managed and this issue just keeps getting passed along to another person or I'm told to contact someone else. 

    Sincerely,

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

US Family Health Plan is NOT a BBB Accredited Business.

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