Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year when Carelon joined Anthem. I went on the ****** app but l could no longer handle prescriptions. I voiced a complaint after a lengthy wait. Today a year later the ****** App from Anthem still doesnt allow you to manage your prescriptions. The spot is there to make the choice but it is froze and not operational. Anthem needs to remove the option from the app if its not operational. Also ******* continues to cancel my auto enrollment without notifying me. This practice is causing me great stress and worries about prescription refills. I filed another complaint and received a ticket number of which nothing will happen. Its almost like theyve been instructed to unenroll patients from auto refill by a higher power

  Business response

  01/30/2025

  Good afternoon,

  We were unable to locate the member in our system.  Please provide the members identification number, including the three-character prefix.  This information may be found on the members health plan identification card.

  Thank you,

  ******** *.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently had to change my Medicare supplemental plant due to a move. My insurance agent picked Anthem because it has coverage where I live and covers ***** injections for migraines. We applied to Anthem and they accepted me. I started paying the required monthly fee starting Nov. 1 st 2024. I had an appointment for Jan.3 2025 for my ***** which I have been getting for the last 16 years. The *********** myself and my insurance agent have been repeatedly trying to get my prior authorization ok'd by Anthem for my January appointment. Anthem has not ok'd my medication or the administration of my medication which is given by injections. We are sent to departments that can't help, we have been hung up on and told that our paperwork is incomplete but when asked how to fix it we have been given multiple reasons. When the ********** fixes the supposed problem it still won't go thru and we can't get a hold of the prior authorization department. We've been put on hold for hours or transferred to a department that can't help. I have called Anthem since the week of Thanksgiving to try and find out what needed to be done before my January appointment. I was denied care because of the hold up with my insurance paperwork. I have been without my ***** since January 3rd 2025 and the therapeutic level of ***** has dropped to sub therapeutic levels. ***** needs to be Injected every 10 to ***************************************** a normal capacity. I've been bed ridden or couch ridden since around Thanksgiving. The migraines are non stop and are 24 hours a day with no relief. I would like to file a complaint against Anthem for lack of access to care.

  Business response

  01/14/2025

  January 14, 2025
  
  Better Business Bureau (BBB)
  Attention: ******* *****,Accredited Business Dispute Resolution Specialist
  *******************
  12th Floor
  ******************
  VIA: BBB Portal
  
  
  Member: ******** ******
  Re: Authorizations
  BBB File No.: 2279470
  
  Dear BBB:
  
  This is in response to your correspondence dated January 13, 2025, regarding the above referenced member.
  
  Due to federal laws pertaining to the **************** Portability and Accountability Act (HIPAA)and the Protected Health Information (PHI) portion of it that went into effect April 14, 2003, we cannot relinquish information without proper authorization.  Therefore, we will be addressing the concerns in question and responding directly to ******** ******.
  
  I trust that the information provided will aid in resolving your concerns and want to thank you for the opportunity to assist you.  Should you have any additional inquiries, please do not hesitate to contact me at **********************************************************************.         
  
  Thank you for your concern.
  
  ******** ********
  Grievance Analyst I
  Medicare Complaints, Appeals & Grievances

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Anthem Blue Cross is constantly denying paying for annual wellness check **** They keep misinterpreting the billing codes from **** health and keep charging me for expenses that should be covered under my insurance.

  Business response

  01/16/2025

  Please find the health plan's response attached.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Calpers Anthem Blue Cross that we chose and later received a letter that Calpers changed to Included Health. So we pay $2,800 a month and now we have no healthcare. Both my wife and spent over 4 hours each today on hold only to be hang up upon. We were told our primary care physician of 30 years is no longer in the new Included Health network and my wife is very sick. We cant reach anyone in customer service at Calpers or ************************** Please help us!

  Business response

  01/08/2025

  Good afternoon,

  Please see attached Plan response. Thank you.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a healthcare plan through the Connect for Health *************************** on Dec 13th, 2024. I still have not received a new plan number for the plan I signed up for for 2025, and I have already had medical appointments and need the number for billing. I have not received a plan number via email or via snail mail. I cannot get through to Anthem through their **************** line nor through their live chat. I tried to email via their secure messages, but do not expect to actually hear from someone who have truly read my message.I also noted that my billing for December 2024 has not run yet, even though my AutoPay is set for the first of every month. I am worried that they accidentally canceled my policy for ********************************* for the 2025 plan that I selected on the health insurance exchange! I had large medical bills in December and need to make sure they are still on my plan. I can't get through to anyone re: my billing question with AutoPay NOR regarding my new plan (2025), so I can provide my doctor with the correct number for billing purposes. I signed up over 2 weeks ago. I should have received a new 2025 number by now.I have logged into my 2024 account and it shows my old plan but not the new one, and it DOES NOT show that the ******* ran for December 1st for my final month of coverage in 2024. I pay hundreds of dollars to this company every month, and it's impossible to reach anyone there to discuss time sensitive/urgent issues. ********.

  Customer response

  01/04/2025

  I have reached out to Anthem via secure message as well. I have sent two messages. I received one canned message back saying my enquiry will be forwarded to enrollment. I also reached out to my insurance broker and she spoke with someone after waiting on hold for an hour, and enrollment services could see that I had enrolled in a timely manner, but there had been a mistake processing my enrollment. She has still not heard back, as they were going to follow up with her.

  Also, today, I received a link from Anthem to pay my 2025 premium. I have tried this link numerous times but they are asking for an "
  Application ID" in order to login and pay the bill. I dont' have this application ID, I never received one to my knowledge. I have tried numerous numbers from emails from Connect for Health ******** and other possible numbers and none of them work. So I cannot login in order to pay the 2025 premium.

  In addition, I believe they have messed up my December payment for my 2024 plan. I normally have AutoPay, but realized I got a link sent to me in mid December saying to pay my premium to click the link and go pay it. I was worried about that being fradulent because I have autopay and it happens the first of the month every month, so I figured it was bogus. When I just logged into the account for my 2024 plan, it shows I have a plan, but it doesnt show that my Dec 1st 2024 Auto pay went through? I have tried to go into my 2024 account and pay it, but there is no link from the screen that allows payment. Also, I am very concerned that someone my planned got canceled in December because of this error and I cannot remedy it if I cannot get through to Anthem!!!!! None of their website links work for any of the problems I am trying to solve and no one has reached out to me to resolve this.

  Business response

  01/08/2025

  Dear ******* *****.:    
  
  We have reviewed your complaint, dated January 3, 2025, filed on behalf of member ***** ********. The complaint regards delays in enrollment for a 2025 individual plan. 
  
  I reviewed this issue with Anthems Enrollment and ******************. Anthems Enrollment and ****************** confirmed as of today,January 8, 2025, the member is now enrolled in an on-exchange Anthem Colorado Option Gold Pathway Std plan with an effective date of January 1, 2025.  The members monthly payment responsibility for this plan will be $272.19.  The member will receive identification cards for the plan within the next 7-10 business days.  I apologize for the delays the member experienced. 
  
  Thank you for bringing your concerns to our attention. Please contact me directly if you have any additional questions or concerns.

  Customer response

  01/10/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of service is on 4/9/2024 My plan is supposed to cover services at 100% when out of pocket maximum is met. They failed to do that and there is charges on my account with unexplained costs. This would not be the first time this has occurred with anthem and we have had several bills that were incorrect be fixed on their end. They have not tried to resolve our issue. They said to file an appeal. When we asked them why they did not cover the services at 100% the chat was terminated and nothing was resolved. We want a fair and honest review of all insurance charges for the year 2024 and payments that we provided and payments they provided. It is not fair to pay this company year round for insurance coverage to not have our insurance bills be covered within the plan.

  Business response

  01/03/2025

  Good evening, 

  We were unable to locate the member in our system. Please provide the member's identification number, including the three-character prefix. This information may be found on the member's ***** plan identification card.

  Thank you, 

  ******** *.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I work for a nonprofit and have a wholly separate business that I own. I spend most of my time working and communicating with Anthem with my nonprofit email address. However, my private small business emails are not being received by Anthem employees. I need to be able to communicate with them. Anthem has been unable to resolve this issue.The email address that is not getting through Anthem's system is ***************************

  Business response

  01/02/2025

  Please provide the address to your private business so that we can get your concerns to the correct area. 

  Thanks,

  Paige 

  Customer response

  01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Anthem is solely requesting the email address for the business, which was issued in the original complaint. The email address, again, is ***********************************************.
  
  Regards,
  
  **** *****
  

  Business response

  01/06/2025

  We did not request your email address we requested your physical address. Please provide your mailing address so we can get your concerns to the correct department

  Thanks. 

  Customer response

  01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  My physical address is *********************************. Please note that I am not requesting anything related to my physical address. I just need my emails from Anthem to go through their firewall.
  
  Regards,
  
  **** *****
  

  Business response

  01/14/2025

  Good Morning, 

  Please see attached Plan Response. 

  Customer response

  01/16/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  The company resolved the problem. Please convey to the company that I recognize this likely didn't need to result in a BBB complaint. Unfortunately, I was getting strange direction from the call center. The Anthem staff assigned to resolving this were incredibly helpful. I cannot overstate my appreciation.

  Regards,

  **** *****

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around early August 2024, I submitted my paperwork for a hospital indemnity claim. I was told it would take 30 business days. It has since been escalated several times and nothing has been done.

  Business response

  12/26/2024

  We are unable to locate the member in our system. Please provide the member identification number complete with the three letter prefix. This can be located on the member's identification card. 

  Thanks,

  ***** *.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I understand there are privacy laws and sensitive information so I won't go into too much ************** Insurance said they would cover some things now they don't. They changed some things on the backend which they shouldn't have. They said they would fix it, but never did.I understand this is high level general information, but I am hoping to reach a live person at company as it is almost impossible to reach a live person.

  Business response

  12/19/2024

  We are unable to locate the member in our system. Please provide the member identification number complete with the three letter prefix. This can be located on the member's identification card. 
  
  

  Thanks,

  ***** *. 

  Customer response

  12/20/2024

  Member ID# ************

  Business response

  01/03/2025

  Good afternoon,

  Please see attached Plan response. Thank you.

  Customer response

  01/06/2025

  Response is not legible.  Something on the lines of we don't respect the BBB and can do whatever we like.  Again, could be mistaken, but it's hard to decipher what they are saying.

  I am hoping they at least attempt to reach out to me to try to resolve the issues.

  Customer response

  01/07/2025

  I don't understand how the business provided any resolution.

  They simply said this is not in the purview of the BBB.  How does that even make sense?

  They didn't provide any attempt of resolution at all.  They didn't even attempt to contact me, nothing.

  Please reopen the case.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My address is a landscaping company not a residence, I keep receiving mail from anthem insurance and they refuse to put a stop to it, they are sending for three different people, none of them are affiliated with this address, it would be such an honor if the mail sent from anthem will cease

  Business response

  12/18/2024

  We are unable to locate the member in our system. Please provide the member identification number complete with the three-letter prefix. This can be located on the member's identification card. 

  Thanks 

*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. ↩