Complaints

• Initial Complaint

  01/11/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I googled mass health and called the number for my son. It answered as mass health and the agent musrepresented himself to be mass health. I had my son on a three way call. The man talked fast and asked for a credit card right away. As the call went on I could tell it was a scam. We made it clear we were not interested he became very irritated . We made it perfectly clear we did not want to continue. He said the card did not go thru and now we have a charge for over 500 dollars and am fearful they will be taking out the next months charge. I did not authorize the charge and have contacted them via email to cancel ans refund . My attempts to call have not gone through.

  Business response

  01/22/2025

  Innovative Partners understands the Partner's frustration regarding the enrollment and payment process. The Partner incorrectly states that Innovative Partners represents as another entity. Innovative Partners operates no websites for marketing or lead generation and does not solicit or contact Partners whatsoever. When a Partner makes an online search, they typically find third-party marketing or lead generation companies that offer various products. Innovative Partners has no affiliation with these companies and does not operate any marketing websites. There is no record of any interaction with the Partner at the corporate office prior to enrollment.
  
  Unfortunately, we are not privy to the customer's conversation with the enrolling company or the individual they spoke with at the time of enrollment. The Partner enrolled in an Innovative Partners Health Benefit Plan a full summary of the plans details was provided before and after enrollment, and this information remains accessible via the Member Portal. We recommend that the Partner contact us directly for clarification on any plan-related questions. The policy has been canceled as requested and a full refund issued, and we apologize for any inconvenience caused.

  Customer response

  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.

  We spoke to a helpful person at Partners . We were never able to figure out who the third party was. Appreciated Partners listening and jumping into action

  Sincerely,
  
  C *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up myself and my daughter for health/dental/vision/perscription insurance on October 26, 2024, with *** ***** *************) insurance broker. I was charged $713.59 (annual fee) for my insurance and my daughter was charged $491.22 (annual fee). We received our cards for the health coverage but never received any other cards. When I called requesting the other cards, they told me they were on there way to give them a few more weeks. they never came. I called again on November 14, 2024, and spoke with customer service rep ********** and she informed me the cards were coming. I told her if they didn't arrive within that week I need to cancel both policies. The cards never came so I emailed them to cancel the policies on November 23, 2024. On December ******* they replied to my email stating I can't cancel a policy via email, even thou I have a document from them saying otherwise. I called January 6, 2025 asking for the status of my refunds and to verify the policies are cancelled. I was hung up on 3 times. This company is a scam with extremely poor customer service.

  Business response

  01/20/2025

  Innovative Partners has carefully reviewed the Partners concerns. For avoidance of doubt, we have terminated the Partners policy and refunded the most recent charge. A copy of the refund receipt has been provided. We apologize for any inconvenience caused and are reviewing our customer service processes to ensure better communication in the future. We hope this resolves the Partners concerns, and we encourage the Partner to contact us directly with any further questions.

  Customer response

  02/01/2025

   
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been missing informed during applications I have been told that the heathen insurance I'm applying for is named First health insurance affiliated with ***************************** . I did not ask to apply an application under innovative partners .

  Business response

  01/20/2025

  Innovative Partners has no record of any Partner with the provided details, we do not see that this individual has any active or terminated account with *********************************************.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I got signed up with this insurance company through a marketplace insurence. It got mixed up and did not want this company. I called October 25th to cancel it. They said my refund would be returned in ***** business days, I received the refund of $376 back in my account and then the next day, it was taken out of my account again. I then called customer services again on October 30th, to cancel, and they said the cancellation went through give 7-10 business days for refund to return to my account. After those said business days I did not receive anything. I called again and they told me to wait another 4 days and then call again if not account. I called November 25th and they said the cancellation has been accepted and refund should be in 7-10days. I then called today, December 12th, and they said they put in another extraction From managing department and said I should receive an email when accepted and I should wait up to 7-10days and I told them Ive been told this 3 times and this is ridiculous. All they kept saying was needing to wait for extraction to go through. I have had it and would like my refund to return back to my account. Its been almost 2 months.

  Business response

  01/20/2025

  Innovative Partners regrets to hear that the Partner had issues with the refund process but we encourage the Partner to review their bank statements in regards to the refund. Should the Partner have any further questions please do not hesitate to contact us.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received paper in mail from what I thought was health source RI but it was not. I paid the company $271.62 for a family health plan under the impression I now had *********** When I called today health source said they have no record of me being insured or making any payments. I tried to contact innovative partners and cannot get in touch with anyone.

  Business response

  01/20/2025

  Innovative Partners has reviewed the Partner's complaint. We encourage the Partner to check their bank records in regards to this request.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter got Innovative partners through market place in 2023 they charged my account 140 dollars a month for the year . November I had to renew her insurance it made her eligible for *************** at no cost . The innovative partners insurance company continues to draw money from my account and I cant contact a live person on the insurance cards to speak to . Im getting frustrated. I did go to my bank to change my account cards and try to dispute this .

  Business response

  01/20/2025

  Innovative Partners can confirm that the Partner's account has been terminated per the Partner's request.

  Customer response

  01/31/2025

  The business did reach out and finally refunded and terminated her insurance

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called what I thought was the ************** website. Turns out it was a scam phone that was at the top of ******. Spoke to an ******. Said my coverage was going to cost more, and lied to me and my husband and convinced me I had to pay for a plan that ended up costing my $444.92. Called the insurance company I supposedly was signed up for. They said they had no record of me at all. Called ************** at the correct number. They said that was not true, and my original plan would continue with a slight cost increase that was NOT $444.92. Called the number. No one heard of Innovative Partners. Put me on hold to speak to a "case officer", disconnected the line, called back, fast busy. Total scam.

  Business response

  01/20/2025

  Innovative Partners has thoroughly reviewed the Partner's concerns. Upon investigation, it appears the Partner may have connected with us through a third-party marketing platform. We regret any misunderstanding that may have occurred during this process. We would like to further point out that the phone numbers the Partner attempted to reach us on are not the correct phone numbers for Innovative Partners customer service department. Regarding the cancellation request, we can confirm that the policy has been cancelled effective immediately. The Partner may contact us directly to discuss the cancellation and any further concerns.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was searching for Covered California and accidentally called Innovative Partners. After speaking with them, they asked for my info and then half way through the conversation, I realized that it wasn't covered **********, however the agent said "they were the same." I told her I wanted info to be emailed, and I never received any. Suddenly I saw a charge come through for ****** on my account even though I clearly had requested to NOT BE CHARGED. she said it was "just a hold". I told her I did not authorize a transaction and to email me health insurance info. I never received an email. I then called back and spoke to accounting where I requested a refund. They approved the refund but I never received an email confirmation nor refund.

  Business response

  01/20/2025

  Innovative Partners conducted a full investigation per the Partner's request. Upon review of the account, we have provided the Partner with a full refund for the charges. We apologize for any confusion caused and have taken steps to ensure the issue is resolved. If the Partner has any further concerns or requires additional assistance, we encourage them to reach out to us directly.

  Customer response

  01/31/2025

   
  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.
  
  Sincerely,
  
  Dersu ******

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called covered california to purchase medical insurance since I was laid off from my Employer on november first in my insurance was only valid until november thirty first. When talking with ******* from innovate at health plans, he told me he would be giving me medical insurance. That would cover Doctor's pharmacy vision. Once we reviewed everything you told me my co.Payments for doctors would be $10 for ************ would be fifty dollars and all my prescriptions would be ten dollars. After they sent me a medical card.I called my pharmacy and they told me the medical card they sent me was for a discount for prescriptions not actually insurance. My debit card was charged $482.89.I called innovate and I asked them to cancel my policy.Since the information provided was not correct I canceled it on December 11th Every time I call I am told by the lady that answers the phone. It takes app to 10 business days and I'm the fourth in line to have the cancelation process. The last time I called. She didn't even ask for my member. ID she just said I like I told you before it takes 10 business days. I let her know that today is the temp day and I have not received any email stating that this has Has been canceled after doing my research.I'm noticing that this company is a scam.And I should have checked it out before.I went ahead and purchased medical insurance through them. I am currently working with ****** to get the refund.Stating that it was a fraudulent activity and this company is a scam.But since I authorized the charges.I'm not sure my bank is gonna refund me the money

  Business response

  01/20/2025

  Innovative Partners has thoroughly reviewed the Partners concerns and we encourage the Partner to check the status of their refund with their bank.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 23, 2024, I was in contact with Innovative Partners. I advised the sales *** that I currently have insurance with ********************** for the last 21 years with the federal government. I said unless your company offers debt relief, I don't need any service. I accrued a $19,000 debt from when my daughter was recently in the hospital. The Innovative Partner sales *** advised his company provides this service, and I would have to maintain service for 3 months for my debt to be paid in full. I asked, how does the process work. He said, after I sign you up, you call the customer service number, and they will work with you to pay your debt. I paid $629.85 and call the customer service number. I was advised that this company does not offer a debt service. They were able to cancel my service and advised I would receive a reimbursement on December 10, 2024. I call after this date and was told reimbursement would be received by December 23, 2024. Today I called and was advised a ticket was created and sent to management. Once completed it will take 7-10 business days to process. The member ID they provided is G902259

  Business response

  01/09/2025

  Innovative Partners regrets to hear the issues/difficulties that the Partner has faced. That being said we encourage the Partner to check with their bank as to the status of the requested refund.

*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. ↩