ComplaintsforAscension Personalized Care

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They didn't process my autopay properly and cancelled my health insurance without letting me know. Now are they are refusing to reinstate it.

  Business response

  04/02/2024

  The member was contacted via phone on April 01, 2024 to inform him about his account.  The member refused to verify HIPAA information to include his name, complete address and DOB. The information regarding the member's account will be mailed to the address on file.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I previously held a healthcare plan with Ascension Personalized Care. I had found the plan through Marketplace.gov. This past enrollment period I switched my coverage to a new company. I called Ascension to cancel my plan and they told me since it was a marketplace plan that I'd have to cancel it through Marketplace. I called Marketplace and cancelled the plan on 12/15/2023. I was told that everything was taken care of and that the plan was cancelled. On 12/25/2023, I was charged $249.50 by Ascension. I called the next day and was told that the reason they charged me is because they hadn't received the cancelation and Ascension employee implied that it was my fault because I hadn't disabled my "Auto Pay" on my account. I was told that I should be refunded that amount in the ***** days after the cancelation (12/15). I called Ascension again on 01/26 (Call Reference #: ************) since I had not received my refund and was told that they "didn't know why the refund hasn't been processed" and that they "were having some issues with they payment system." She told me to call back in a couple of weeks. I called again today (02/13/2024) to check in and the representative told me told me that the refund was actually never requested and that she requested it now and I should receive it in the next ***** days. I was pretty shocked as I had spoken to two people previously and both had told me the refund had been requested. I've lost all confidence in their representatives as the first two I spoke with also told me the refund had been requested. The representative today told me there was nothing that could be done to speed up the refund process. The process has been frustrating and while I'd like my refund, I'm very tired of having to continually follow up with the company. They wrongly charged me and then have taken over 50 days to initiate a refund that will take ***** days.The resolution that I'd like is for the wrongful charge to be refunded to me as soon as possible.

  Business response

  02/19/2024

  Upon further review, the ****************** confirmed the refund was processed on February 16, 2024. The Ascension Personalized Care **************** Team reached out to the member via phone on February 16, 2024, and the Representative confirmed the refund has been processed in the amount of $249.50.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm having an identical issue to a previous complaint by another user. I was auto-enrolled in a 2023 plan but ended up receiving insurance via my new company in 2023. I never made a payment on a new plan and my coverage should have ended on 12/31/2022, per the notes on the healthcare.gov website. Ascension has been sending continual invoices for services that I do not need and did not sign up for, as well as noting tax credits in bills that they should not be accepting.I've tried multiple times to call in and reach someone to help me resolve the issue, waiting hours on hold. I'm extremely disappointed in this company and how few ways to get actual help for issues. It's extraordinarily frustrating that there is no longer a working chat or email support inbox to send issues to, or a way to leave a message and receive a follow-up response. The account number on file is *********. I would like to make sure my account has been terminated as of the date above and that any received tax credits are refunded appropriately.

  Business response

  04/14/2023

  This concern is for Ascension Personalized Care, which is a Marketplace offering via USHeath and Life and managed by a TPA, ************************** (ABS).  This is a separate entity from Ascension Healthcare.  Please remove this complaint from our profile and redirect to the contact listed below at ABS.
  
  Send all concerns to:  *********************************************
  Ascension Personalized Care
  PO Box 1707
  ****, ** 48099

  
  Direct Contact is:
  ***************************, Senior Compliance Specialist, Privacy ************************************** ************************************ Company
  **************************
  Suite ***************************
  Office: **************
  

  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This insurance is terrible every place i have been says they are unable to reach my insurance or bill them and and now they cancelled my appointment at radiology because they were not so generous in being able to bill me later horrible insurance with almost no doctors to choose from please dont use this insurance

  Business response

  04/14/2023

  This concern is for Ascension Personalized Care, which is a Marketplace offering via USHeath and Life and managed by a TPA, ************************** (ABS).  This is a separate entity from Ascension Healthcare.  Please remove this complaint from our profile and redirect to the contact listed below at ABS.
  
  Send all concerns to:  *********************************************
  Ascension Personalized Care
  PO Box 1707
  ****, ** 48099

  Direct Contact is:
  ***************************, Senior Compliance Specialist, Privacy ************************************** ************************************ Company
  ***************************************************************
  Office: **************
  

  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/31/23, I purchased health insurance with Ascension Personalized Care through the Marketplace in the amount of $392.44. The payment posted to my checking on 4/1/23. I received a receipt for the payment from ********************. Since then, I have heard absolutely nothing from Ascension. I have called EVERY DAY since my enrollment to confirm my coverage and request my ID number. I have spent over 12 HOURS on hold, waiting for someone to answer, but no one has answered a single call. I have emailed the company multiple times but receive an automated reply that the email address is inactive. I have also called ********************, but they are unable to provide additional information or confirmation of my enrollment, referring me back to the same unanswered phone number for Ascension. I have registered on the Ascension website, but my account is completely empty. It does not contain any information to confirm that I am enrolled - no policy documents, no coverage dates, nothing.I have not had insurance for the past 12 days - I cannot confirm coverage, access an ID, or speak to a representative. I take medications that require prior authorization and it is simply unacceptable for a health insurance company to be unreachable. I demand a refund of the FULL AMOUNT that I paid for my premium, as I did not receive any services despite paying. Additionally, .Ascension should be investigated, held accountable, and banned from the Healthcare Exchange due to its failure to provide even the most basic support for customers. To be sure, while I demand a refund from Ascension, I am also disputing the transaction through my bank and have initiated a complaint with my state's department of insurance. I have attached my receipt for your reference.

  Business response

  04/17/2023

  We are acknowledging receipt of Complaint ID# ******** received 04/14/2023. The complainant is an Ascension Personalized Care (APC) member with an individual ACA ********************* plan, underwritten by US Health and ********************** (USHL). We will be investigating the issue and providing a courtesy response within 30 days, no later than 05/12/2023. 

  Customer response

  04/23/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My insurance plan terminated at the end of December 2022 but I continue to get bills that says I am signed up for insurance which I do not have. I have contacted the company and health marketplace to let them know. Ascension told me to contact health marketplace and said I should not be getting a bill. I have stayed on hold for over 2 hours with no one answering. I would like them to stop sending bills.

  Business response

  04/17/2023

  We are acknowledging receipt of Complaint ID# ******** received 04/14/2023. The complainant is an Ascension Personalized Care (APC) member with an individual ACA ********************* plan, underwritten by US Health and ********************** (USHL). We will be investigating the issue and providing a courtesy response within 30 days, no later than 05/12/2023. 

*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. ↩