Independence Blue Cross

Marlin Minatee _{on Google}

Apr 11th, 2024

can't access the website its always in error status

B Taylor _{on Google}

Apr 8th, 2024

Had the privilege of speaking with Larry Curry when I called, and I must say, he was extremely pleasant and helpful! Thanks for answering all my questions and helping me have a better idea of the insurance plans.

Jennifer Palandro _{on Google}

Apr 8th, 2024

My customer service representative was amazing and made everything clear for me. I'm so happy I got connected to her. I'm very happy with the process.

Angela Bergonzoni Andrews _{on Google}

Apr 6th, 2024

Delay. Deny. Defend.
I am playing the middleman between IBX and the urgent care provider my son was seen at. The provider is equally at fault as well. I have called multiple times and this has still not been resolved, claim from Dec 2023. Ive done 3 way calls, between IBX and provider, between employers HR, IBX, and provider. No answers. Just excuses and lies.
IBX denies claim, EOB states in-network provider, claim needs to be sent to home plan.
Provider auto charges my debit card on file (required to be seen) $150 on top of $90 copay because claim was denied.
I call provider to have claim re-submitted correctly and have 3 way call with IBX to ensure it is sent to the right place. Provider refuses to refund $150 until IBX pays.
Claim is denied again. IBX says claim still sent wrong. I get HR involved and we conclude to send a paper claim since there must be a glitch in electronic claim submission.
IBX calls provider to tell them the address to where the claim needs to go, claim has been resubmitted.
IBX denies claim again, citing same incorrect submission and a 2nd paper claim is sent AGAIN to the confirmed address IBX gives provider.
Provider sends claim under the wrong patient name and IBX denies stating out of network.
I call provider to send under correct name and to the directions on the back of my insurance card.
I have complained to BBB and have had limited responses from IBX regarding this issue. They keep blaming the provider or use a different excuse. Anyone I call or email cannot answer me this; if the provider is sending the claim per IBXs instructions (and confirmed multiple times), why is it still being denied?
My next step is to file a complaint with the
State commissioner to see where exactly the disconnect is. Ive also filed a complaint with the provider, Medexpress for their incompetence for unwillingly assisting me with this as well, instead of trying to resolve the denied claim they just auto charge me.
IBX is doing exactly what I stated above,
Delay - keep stalling approving the claim
Deny - denying in-network providers because they arent sending the claim correctly but they still received itmake that make sense!
Defend - blame provider or all of a sudden say out of network when original EOB says in-network.
I have a paper trail with everything, including the original EOB, which has mysteriously disappeared from claim history in my IBX account and emails with excuses/no
Follow ups to my questions.

Carly Gonzalez _{on Google}

Apr 4th, 2024

IBX is the WORST insurance company Ive EVER had. I have been on the phone with them nearly every week since JANUARY trying to get a refund (or a credit) for money they took out of my bank account to go towards my old plan from last year. It is currently APRIL and I still have yet to see this money credited towards my new account! I cant even use my insurance card because I have an overdue payment. IF THEY WOULD JUST USE THE MONEY THEY TOOK OUT THREE MONTHS AGO AND PUT IT TOWARDS MY CURRENT BALANCE THEN IT WOULD ALL BE FINE. I DONT UNDERSTAND WHY NO ONE HAS BEEN ABLE TO FIX THIS ISSUE! It is beyond frustrating from a costumers standpoint. I dont want to spend hours on the phone with customer service and them tell me its fixed JUST FOR IT NOT TO BE FIXED. DO BETTER AND DO NOT USE THIS COMPANY IF YOU WANT TO RUN INTO CONSTANT ISSUES!!!!!!!! This is almost theft at this point.