Independence Blue Cross — Local services in Philadelphia

Chelsi Woody saved my sanity! After 3 weeks of confusion and many phone calls regarding my son's Keystone HMO Plan, I kept getting nothing short of a runaround. Finally, I once again called sales, however this time I reached Chelsi Woody, the most courteous, professional, polite, knowledgeable, helpful, committed sales rep I've ever encountered anywhere. Not only does she know her product, she is excellent in solving problems. You will never hear " NOT MY JOB" from Chelsi Woody.

Thank you Chelsi for exceptional service. I am forever grateful.

Unfortunately, IBX went from 5 stars to 1 star. Chelsi Woody is a 5 star sales rep, however IBX is a 1 star healthcare provider. Flashback: We canceled a HMO Proactive Select Plan ( applied by phone 6/30/25 ) switching to a Proactive Value Plan ( better fit ) within a 10 day " look " period at " Independence Live " in Philadelphia on 7/10/25, with a start date for the new plan 7/01/25. After a couple of weeks with no Portal and calling customer service who did not help, we sensed trouble. Shameka Kendrick/sales, who helped me with the Proactive Select plan, agreed there was no active plan in the system ( we have this confirmed in a screen shot. ) So, now without a plan, I called sales again on 7/25/25 and luckily Chelsi Woody answered the call. She also confirmed no plan in the system, so once again applied for a Proactive Value Plan, this time the start date was 08/01/25 as July was nearly over. Get this...more trouble, only the Proactive Select plan appeared on the Portal on 7/28/25 ( screen shot.) This was the plan we canceled back on 7/10/25. AGAIN, called customer service and unable to locate the Proactive Value plan, Jonathan on 8/4/25 sent a TICKET # TSK2161014 to enrollment. Finally, nearly giving up, we noticed the Proactive Value Plan appeared on the Portal on 8/16/25 and " 2 " cards in the mail on 8/18/25. Bottom line: how do I owe for August when I paid $779.12 for a $374.98 July plan that never existed? IBX's billing is beyond bizarre. Worst of all, my son was without a health care plan from 7/01/25 - 8/16/25 with chronic health issues. IBX should be aware of this since they insured him on our major medical PPO family plan for over 21 years as a disabled dependent adult. Looks like I'll be pulling my hair out until we find a new provider as IBX will never make this right. They seem to relish...

IBX has, hands down, the worst technology and customer service of any health insurance company I've been with. I have a very high cost pharmaceutical that I have to refill monthly, so I typically hit my out of pocket max 3 months into an insurance year. IBX's portal NEVER reflects the accurate out of pocket max for me (right now I'm sitting at 8,360 spent with an out of pocket max of $7500 and my portal shows I've spent $211... which is a number that hasn't been updated since my FIRST CLAIM of the insurance year 6 months ago). I've called multiple times and submitted multiple tickets to get this resolved. I always get a nice, helpful agent that gives me a ticket number and then I never hear anything again. No call backs, no resolution and when I call to follow up on the progress and provide the ticket number I've received, the next agent can never find record of it. My doctor's offices keep charging me copays because, on their end, I haven't gotten close to my out of pocket max and only ONE DOCTOR that I have will trust me and not charge me my copay. So I'm stuck just paying out of pocket for health care that, at this point, should be free.

On top of this frustration, their technology is just abysmal. From the automated phone system never actually authenticating my account when I call, causing me to have to repeat myself multiple times, to being randomly hung up on constantly (happened to me twice today, just using the automated call back service. When I got a call back from IBX, it would just hang up on me before I was connected to an agent). Phone lines will be disconnected with agents while I'm speaking and they never call me back, forcing me to have to start over again with a new agent. Their website ONLY works on incognito mode in Chrome and takes ages to load.

This is just ridiculous. If they invested in proper technology for their platforms, all of this would go away. I can't wait to swap from this insurance plan!

Update to response from owner: Do you not think I have already contacted multiple team members? Until IBX resolves their technology issues, someone calling me to take my complaint, that they've already heard many times, will do nothing since my tickets keep getting lost...

Crooks and liars. If I could give them 0 stars, I would. Back in 2021 they forced me to pay for August and September all at once to keep my account active. Payment was made while on the phone with the lady that told me this LIE, come to find out they stopped my account the end of August, took my payment for September and never said a word. Only reason I found out was because they never paid for my bloodwork that was done in September 2021 and now cannot move forward with my LIFE THREATENING PROCEDURES because of IBX. Also, this is affecting my credit because the facility sent this bill to collections in my name even though IBX should have paid it. I went through on the phone with TWO agents who can clearly see I made these payments and agreed with me. However, now they are offering a refund on that month. I don't want my refund, I want the medical coverage that I paid for. I will be filing a lawsuit. Also, in 2023 had coverage with them through my work and had a seizure at work and they had to call an ambulance. When I get a letter in the mail saying that I am being sued by the ambulance company, I call IBX to ask why it wasn't paid and they claim they sent the check but I never received it and told me that the amount they are asking for shouldn't be that high and that I shouldn't have to pay anything besides the $577 check they are going to re-issue me. Come to find out that was more lies. Numerous occasions I was lied to by this company. Stay away. United Healthcare Oxford is so much better.

UPDATE: I reached out to who they referenced below and still have yet to have someone reach out to me to talk about this.

THREE MONTHS LATER AND I STILL HAVE NOT HAD ANYONE REACH OUT TO ME AFTER REACHING OUT TO THE EMAIL THAT WAS MENTIONED BELOW NOR HAVE I RECEIVED A REFUND. LOOKS LIKE I WILL HAVE TO REACH OUT TO AN ATTORNEY FOR THIS. ALSO, I WILL MAKE A NEW GOOGLE ACCOUNT ONCE A WEEK AND GIVE YOU A ONE STAR RATING EVERY SINGLE WEEK UNTIL SOMETHING IS DONE ABOUT THIS. It's Sept 3rd and I still have yet to hear back from the person who commented on the original post saying to reach out to us. I reached out and...