Blue Cross Blue Shield - Denver, Colorado

Angela

They are a nightmare to deal with. The reps used to be great. Now they know almost nothing. I had the name of one supervisor who helped me so much and when I asked to speak with her I was put on endless hold and treated strangely and rudely by the customer service agent, who had a hard time answering basic questions and spent a lot of time giggling. Yes, it's hilarious how you're wasting my time and mysteriously getting paid for it. Are they farming out their customer service overseas so yet another billionaire CEO can buy yet another yacht? This is our health care, not buying a table on Wayfair. They should have well-trained US customer support.

Milia Weiss

The absolute WORST customer service! I have had an extraordinary year of health problems and met my out of pocket maximum in July. At that time, I contacted BCBS and was told that this would include chiropractic care. Used the rest of my yearly allotment to then be informed it does not. Fought through the appeals process. Even got a pre-authorization completed by primary care after an injury and was denied after BCBS said that’s what was necessary to receive more care. I have spent hours upon hours on hold, being transferred, being misunderstood then told I was wrong, given false information, and told I could not talk to departments I was told I needed to speak to because I’m not a provider. Not only has BCBS been completely unhelpful but they have been negligent in training and quality control. These issues and stress have added to the decline in my health.

Michael Pratt

Update 9/25/2024: I assume someone at Anthem saw this review because within 72 hours of posting, I received a call from their support team stating all my remaining denied claims had been approved. While I am happy that my issue is now resolved, it also goes to show that 30-45 business days is far more time that what these types of issues should take, and that they ultimately have the power to make these fixes much quicker than they let on. Changing my review from 1 star to 3 for now, will revisit after a full year of working with them as my insurance provider.

My wife's employer uses Anthem BCBS so we started a new plan with them in February 2024. At the same time, I started weekly physical therapy for shoulder surgery, and was told my plan covered 40 visits a year without needing any pre-approval.

After a few visits to an in-network PT office, all of my claims were denied by Anthem, despite my policy clearly stating I had coverage. After several chats with Anthem support, I was finally told in in May 2024 that my policy had "an error" and needed to be updated, and after that my claims would be approved. I was told this would take 30-45 business days. They could not tell me what the error was either, only that a mistake had been made in their system that needed fixing.

On July 17, my policy was finally fixed, however I was told it would take another 30-45 days to reprocess all of my denied PT claims. At this point I had over 20 claims that had been improperly denied, some going back 5 months in time.

On September 20, half of the claims were finally reprocessed and approved, however the other half remained denied. I chatted with Anthem support again and was told *again* a request would be submitted to reprocess the denied claims, and that I would need to wait *another* 30-45 business days. Some of these claims are from February, and now I'm being told it could be until November to resolve.

This is one of the most poorly run healthcare companies I have ever worked with. It will be almost a year before they finally resolve this issue, which has cost me countless hours of time on the phone and chatting with their support team. In the meantime, my deductible and out of pocket expenses don't reflect the money I have spent for PT while they sort out this issue. Just totally inexcusable behavior for a company of their size to take this long to fix a problem they caused in the first place.

Gary Rivers

I signed up for an HMO last Nov. All of our doctors were shown to be on network in the Anthem website. In June after a couple of visits to the doctor and a battery of blood tests, we were informed that all of the services were out of network, though the website still showed otherwise. The response was oh that is an error. I filed an appeal over 50 days ago and have yet to receive a response.

Josh Vander Werff REALTOR

How do health insurance executives make so much damn money. Just to give us bottom of the Barrell customer service. Nobody knows who I need to talk to about a very simple issue. Most of their numbers lead you nowhere. Been on hold for an hour and a half under two different numbers.

Morgan Smith

This company is criminal. They've taken hundreds of dollars out of my bank account since the beginning of the year and are still sending me past due invoices and denying my medical coverage due to me "not paying my bills." I've filed numerous complaints against them to the Colorado Division of Insurance, and no surprise, absolutely nothing has been resolved. They're a perfect example of everything wrong with the American health care system. Avoid at all costs.

Christina Hintz

DO NOT USE THIS INSURANCE COMPANY!! They are an absolute scam, they will literally STEAL money directly out of your bank account!!! They STOLE $700 OUT OF MY BANK ACCOUNT AND FOR 4 MONTHS HAVE LIED AND SCAMMED ME NOT TO RETURN MY! MONEY! They take, take, take and offer the bare minimum. THEY ARE LITERALLY THEY ABSOLUTE WORSE!!! PROTECT YOUR MONEY!! DO NOT USE THIS COMPANY!!!!

Ashley

I’ve never had a company deny a pump claim and I’ve had 3 babies. They told me it would take a week to receive so we bought one and submitted the receipt to them and was told it was just a matter if time to receive reimbursement. Instead they denied it saying it was out-of network and when I called for help after months of trying to use their portal, the language barrier was so bad that they kept telling me to get an itemized bill from Target, that the receipt wouldn’t work, that Target needed to prepare an itemized bill. It was nonsense but no one could understand me well enough to actually tell me what to do. It has been such a waste of time that I had to give it. It was only $200 and it was well within my coverage but they made it impossible to get the coverage and it seemed intentional. This is a company with poor service and poor ethics.