Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Devoted has informed me for seven months that I will receive $164 for the give back program. It was supposed to take four months to receive the money. To this day I have not received any monies.

  Business response

  07/12/2024

  Dear **************,

  I'm sorry for the delay with your ************** Giveback. Thank you for taking my call today and talking through the issue. We verified that CMS (Centers for ******** & ********* accepted the Giveback transaction and notified the ****************************** (SSA) when you enrolled effective January 1st, 2024. As the issue appears to be a delay between CMS and SSA, we have opened a help desk ticket on your behalf. Please look for the credit in your upcoming SSA check and you can contact me directly at **************************************** for questions or updates. 

  Take care,
  *****************************
  Senior Complaint Manager
  Devoted Health 

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The debit card issue to me by Devoted health insurance, has not worked for last 5 months, I have spend long hrs with customer service ( least 12 times) and had no good result. I even wrote 3 times to the *** ********************* of the company and he had no curtesy to respond back. Here is my story I didnt receive the $ ***** debit card in *******.called them end ******* and received on 7th February. Tried to use it at CVS, ******* and didnt work. Called again and again nothing happened . Tried in March April and May . Still the same story. I have tried to call and even to emailed to ***. Still no response. This is **** and I have lost $ ******. Tried. The. Card recently and had no luck.

  Business response

  07/03/2024

  Dear ****************,

  I sincerely apologize that you have been unable to use your Food & Home Card benefits as intended.  We strive to make our benefits easy to use and we want our members to take full advantage of all benefits offered through Devoted.
  As you know, the Food & Home Card is a benefit card with an allowance that lets you purchase groceries, pay for utility costs, and/or pay for rent or mortgage costs at participating locations. You can spend your allowance all at once or use it throughout the month but you can't roll over any unused allowance to the next month. Devoted Health will automatically add more money on the first of each month.
  On 02/02/2024, you let us know that you had misplaced the Food & Home benefit card and you were mailed a new card. You confirmed that you received the new card on 02/07/2024. You reported instances of inability to use the card on 03/27/2024, 03/31/2024 and 05/01/2024. On 05/16/2024, you spoke with the plan and confirmed receiving a new card due to issues with the previous card. I see that you were able to use your current Food & Home Card to make purchases on 06/01/2024. As a result of your inability to use the card on the dates mentioned above, we have credited you an extra $100. You will have $150 to utilize by 07/31/2024. 
  

  Thank you for bringing this issue to my attention. If you are still having issues using your card or have additional questions, please contact me at **************************************************.

  
  Best, 
  *****************************
  Sr. Complaint Manager
  Devoted Health    

  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Devoted ******** Advantage Plan Health Insurance. Their benefit package says they cover the cost of an annual eye exam. I scheduled an eye exam with one of their in network providers. Before having this exam I called Devoted and spoke with a representative asking whether the eye exam was fully covered. I got the representative's assurance several times that the exam was fully covered. I also checked Devoted online to see if this exam was fully covered and the answer was yes. After having the ordinary annual eye exam on June 5, 2024, on June 9, 2024 I received a denial of claim from Devoted. After speaking with a representative who had difficulty understanding why the claim was denied, she finally told me because Devoted required that one part of the exam be provided by an Ophthalmologist rather than an Optometrist. ***** told me that before the exam when I called Devoted. I asked the representative on June 10 where was the requirement written. She checked policy, benefit documents and records and could not find anywhere in Devoted's files any mention of such a requirement. This is not the first time I've had problems with Devoted. It is an ongoing issue of one kind or another. In February I was suddenly and unexpectedly faced with a huge deductible that had never been the case before. I have felt repeatedly broad sided by this company and after doing such extraordinary due diligence (which should not be necessary) because I have no reason to trust them, I don't know what more I can do to be safe with this company.

  Business response

  06/20/2024

  Dear ************, 
  I sincerely apologize for your experience. One of our Complaint Specialists reached out and spoke to you today (06/20/2024) to review the service provided on 06/05/2024 and offer assistance with the next steps. As discussed, refractions are covered as part of a routine eye exam but not as part of a medical exam which can be found on Pg 118 & 134 of your Devoted Core Tampa HMO Evidence of Coverage document. 
  That said, we expect our ************** Guides as well as our Network Providers to provide accurate information and Im sorry if we fell short. Im glad to hear you will pursue the denial through an appeal. Once received, I will monitor the appeal and we will provide a written response as soon as possible. Thank you for taking the time to provide feedback and we will use this as an opportunity to make improvements moving forward. 
  Warm regards,
  *****************************
  Sr Complaint Manager
  Devoted Health
  
  

  Customer response

  06/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ghyontonda

   

   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a health care provider. I do not bill insurance companies, my patients pay me and I provide a bill that they can then submit to their insurance provider. Devoted Health Care has unanimously decided that I am in their network and subject to their billing processes. They have also posted my name, address and personal cell phone number on their website. When I called to correct this, I was told there is no one that I can speak to about any of this and they refused to remove my personal cell phone from their website. They stated that they have a contract with me through ASH. *** aknowledges that they have no such contract. They are harrassing me because they do not want to disclose to their client how little they are willing to reimburse for my work.

  Business response

  05/18/2024

  Dear ******************, 
  I apologize for the incorrect network listing. American Specialty Health (ASH) confirmed you were removed from their network in February 2023 and reported Devoted did not receive notification. I am working in coordination with *** to remove your information from Devoted Healths website. I sent you an email and will follow up once your information is removed. 
  Thank you for notifying us and were sorry for the inconvenience,
  *****************************
  Sr Complaint Manager
  Devoted Health
  
  

  Customer response

  05/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I continue to be listed, along with my personal cell phone number, on their website. There has been no communication about how they will reimburse my patient. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Roz

   

   

  Business response

  05/30/2024

  Dear ******************, 
  
  On 05/24/2024, I emailed *********************** advising that your information was removed from the Devoted provider website (*****************************************************). As of today (05/30/24), we do not show your information listed. Our provider data team confirmed as well. If you have screenshots or documentation showing otherwise, please send them to ****************************************. 

  If you have a patient who was a Devoted member at the time of service that needs reimbursement, please send the bill or the member's contact information to **************************************** so we can get the member reimbursed. 
  
  Thank you,
  *****************************
  Sr Complaint Manager
  Devoted Health

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Devoted Health Insurance is ripping off it's clients. Thy issue a benefits card that you are supposed to be able to use " At ANY grocery or gas station that accepts their **** Debit card" ( Page 34 Devoted Health plans Summery of benefits 2024) .If you use the card as proscribed Devoted has the card canceled leaving the user with the bill.Out and out FRAUD!

  Business response

  05/10/2024

  Dear *******,
  We sincerely apologize for your experience as a member of Devoted Health. We want our members to take full advantage of all benefits offered through Devoted. Unfortunately, the Food & Home Card benefit is only available at participating retailers.  

  
  The Food & Home Card is a benefit card with a $225 monthly allowance that lets you purchase foods through participating grocery and other retail stores, pay for utility costs, and/or pay for rent or mortgage costs. To find participating retailers, visit  devoted.com/food-and-home. For utility, rent, or mortgage payments, your provider must either be in our vendor's network or must accept credit card payments. You can find this literature in the Devoted Dual Plus Colorado HMO-POS D-*** Evidence of Coverage and the Summary of Benefits. Please see Pg. 87 in the Evidence of Coverage and Pg. 25 in the Summary of Benefits. 

  
  According to our records, you were able to successfully utilize the benefit in January, February and March 2024. Thank you for your feedback, we are always looking to expand our network of Food & Home benefit providers. 

  I see you are no longer a member of Devoted as of May 1st, 2024 but if you have any questions, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm.

  
  Kind Regards,
  *****************************
  Sr. Complaint Manager
  Devoted Health
  

  
  

  Customer response

  05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently started on December 2023 with Devoted health plan and I was told no premium was required and Ive had 2 payments of $160+ taken from my last 2 SSA RETIREMENT deposits I need to know whats going on? *** tried to call to cancel them and get the transferring to another ***** then the long wait and finally the dropped call.

  Business response

  01/31/2024

  Dear *********************,

  Thank you for taking the time to contact us and I'm sorry for any inconvenience caused by what is a very common misunderstanding.

  I reviewed your plan to see if you had a monthly plan premium in 2023 or if you have a monthly plan premium in ****. In reviewing the 2023 evidence of coverage (***), which explains whats covered under your plan, your rights and responsibilities, and your cost share for covered services under your plan, it shows that you did not pay a separate monthly plan premium for our Core *********** (HMO).

  I also reviewed the **** *** and it shows that you do not pay a separate monthly plan premium for our Core *********** (HMO).In the *** under Chapter 1 Section 4, it explains your monthly costs for our Core *********** (HMO may include the ******** Part B premium, a Part D late enrollment penalty (LEP), and/or an income related monthly adjusted amount (IRMAA). ******** Part B and Part D premiums differ for people with different incomes. In the *** under Chapter 1 Section 4.2, it explains the monthly ******** Part B premium. Many members are required to pay other ******** premiums. You must continue paying your ******** premiums to remain a member of the plan. This includes your premium for Part ** It may also include a premium for Part A which affects members who arent eligible for premium free Part A.

  I reviewed your billing history with us and we show that you do not have a monthly premium for our plan and youre not being charged a LEP for not having Part D drug coverage. The $160.00 youre referring to is your ******** Part B premium. More about the ******** Part B premium: per www.cms.gov, each year the ******** part B premium rate is determined according to provisions of the Social Security Act. The standard monthly premium for ******** Part B enrollees will be $174.70 for ****, an increase of $9.80 from $164.90 in 2023. The increase in the ******************************************************************** health care spending. If you have a ******** Advantage plan, such as ours, or if you have Original ********, youre required to pay the ******** Part B premium. If you contact Social Security to opt out of ******** Part B, youll no longer be able to have a ******** Advantage plan with us, as its a requirement to have Original ******** Parts A and B in order to enroll into a ******** Advantage plan. The only way to get assistance with your Part B premium each month is if youre enrolled into a ******** Advantage plan that has assistance with the Part B premium reduction, or if you qualify for certain levels of ***************** is a joint Federal and state government program that helps with medical costs for certain people with limited incomes and resources. Some people with ******** are also eligible for ********* You can contact your states ******** program to see if you qualify.

  Your states ******** program is called ***** Health and ************************** Their phone number is ************** and theyre available Monday through Friday from 8:00 a.m. to 5:00 p.m. You can also visit their website at *************************************************************************** write to them at: ***** Health and ***** Services Commission, *******************************************************, ******, ** 78751-2316.

   I reviewed our website (www.devoted.com) to see if we have any plans in your area that offer the ******** *************** (reduction), and in **** we do not offer any plans that would give you the assistance with the ******** Part B premium. There are certain times of the year where you can change plans. The annual enrollment period (AEP) is from October 15 through December 7 every year. During this time you can make changes to your plan. Outside of AEP, youd need a special election period (SEP) to change plans, such as low income or a change in residence. Any changes made during AEP will take effect January 1.The ******** Advantage open enrollment period (OEP) is for individuals enrolled in a ******** Advantage plan. The ******** Advantage OEP is from January 1 through March 31 of each year. This election period allows a beneficiary enrolled in a ******** Advantage plan a one-time election period to do one of the following: 1. Switch to a different ******** Advantage plan, 2. Drop their ******** Advantage plan and return to Original ********, 3. Sign up for a stand-alone ******** Part D prescription drug plan (if they return to Original ********). The election will be effective on the first of the following month. That means the plan you switch from will terminate at the end of the month you make the election in and the new plan will start the first of the following month. If you choose to leave your ******** Advantage plan and go to another ******** Advantage plan or to Original ********, please make sure that you sign up for a plan that includes prescription drug coverage or sign up for an individual prescription drug plan. If you dont have a ******** drug plan or a plan thats as good as ********s drug plan, you may get a late enrollment penalty (LEP). A LEP may be assessed if you go ************************************************************** creditable drug coverage.

  We understand that this is complex, and am going to have one of our ************** Guides reach out to see if there is anything we can further clarify.

  Best,

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

  Director of Member Experience

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yes I contacted devoted few weeks ago about my social security extra help. That my extra help is going too full extra help in ****. Now they just changed me like 87.cents for one of my prescriptions. They said in **** will charge me like **** for same prescription??? So I feel like I'm getting screwed???

  Business response

  01/09/2024

  Dear *******,

  We apologize for the frustration you experienced in trying to obtain the information you need about our plan Duo Plus **** HMO. We take your feedback seriously and surfaced it to the team. We understand the importance of transparency and work hard to provide clear, accessible information to our members. So thank you for sharing that you had trouble finding this information via mail without the need to speak with a sales agent. 

  One of the supervisors from our Telesales team is going to reach out to you to make sure you receive the information you're looking for, and to address any other concerns.

  Thank you for bringing this to our attention, and we look forward to addressing your needs and providing the information you require.

  Sincerely,

   *********************

  Director of Member Experience, Devoted Health

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Devoted Health is not transparent with online info about costs one would pay on plan duo plus **** hmo d-**** All phone numbers Devoted Health has lead to sales agents, even the corporate number provided by two sales agents. There is no help in getting info mailed on this plan showing costs - ******** slmb. Not one of four agents I spoke with would mail information. The information is not on the website, there is only a range of cost . I am not interested in sharing of my information with a sales agent, only my address to mail to. One of the sales agents said would mail and after repeating and spelling my street name seven times I realized he may have been feigning that he could not hear **** was on a wired landline and am a clear speaker. I simply wanted the plan duo plus **** hmo d-*** with ******** slmb costs for services mailed. The company is not transparent online and refuses to mail the information. I would like the corporate office to contact me not sales agents or the sort.

  Business response

  01/09/2024

  Dear *******,

  We apologize for the frustration you experienced in trying to obtain the information you need about our plan Duo Plus **** HMO. We take your feedback seriously and surfaced it to the team. We understand the importance of transparency and work hard to provide clear, accessible information to our members. So thank you for sharing that you had trouble finding this information via mail without the need to speak with a sales agent. 
  

  One of the supervisors from our Telesales team is going to reach out to you to make sure you receive the information you're looking for, and to address any other concerns.

  
  Thank you for bringing this to our attention, and we look forward to addressing your needs and providing the information you require.

  
  Sincerely,
  *********************
  Director of Member Experience, Devoted Health

• Initial Complaint

  10/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was contacted by the insurance company telling me that I would get more money if I switch to them for my bills and was lied to and now I'm in a pickle because I can't pay my bills because I switched to this insurance I don't go back to my original ********* of ****** until January and I'm completely screwed over my spouse have passed away in March and I'm having a panic attack because I can't pay my water bill and my electric bill cuz of this company totally screwed me every lied

  Business response

  10/26/2023

  Dear *****,

  I am truly sorry to hear about the difficulties and distress this has caused you. This is not the experience we strive for, and I sincerely apologize for the inconvenience and anxiety this has caused you, especially during such a challenging time in your life.

  Please rest assured that we are taking your complaint very seriously. I have escalated your case, and someone from our team will reach out to you as soon as possible to address the situation and provide the support you deserve.I want to thank you for bringing this to our attention.

  Your feedback gives us a chance to right a wrong. We deeply value our members and will do everything we can to make this right.

  Warm regards,
  *********************
  Director of Member Experience
  Devoted Health

  Customer response

  10/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my health plan to ask for help with filling out a form that I got from ******** for my list of assets and my wife passed away this year, and my health plan is refusing to help me, and also refusing to get me a case manager, and they are refusing to listen to doctors orders in helping me with my health care. They would rather me be a danger to myself and others instead of helping me.

  Business response

  10/27/2023

  Dear ***,

  Thank you for reaching out and sharing your concerns with us. I understand the urgency and importance of completing your ******** application promptly, and I apologize for any inconvenience you experienced due to our service staff's availability.

  While we aim to provide instant support, sometimes our specialized staff are not available for live transfers. I'm glad to know that our team reached out to you the following Monday, and truly hope that interaction was helpful and addressed your concerns adequately.

  That said, I want to reiterate our dedication to helping our members access and maintain the benefits they rightfully deserve. If you need further assistance or have any other queries, please do not hesitate to call us back. We're here to support you every step of the way, and we genuinely regret that your initial experience did not fully convey this commitment.

  Warm regards,
  *********************
  Director of Member Experience
  Devoted Health Plans

*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. ↩