On hold on the phone with "customer service" for almost 2 hours. No one picked up to help me. Had to hang up to go to an appointment. Tried again when I got home. Currently at 1 hour 28 minutes on hold. Just so unbelievable!! There is NO customer service!! read more

Ridiculous. I submitted a claim for eyewear - my EOB clearly states that I am entitled to $250 per year (out of network claim.) My claim was denied. I called the number I was instructed to call. The claim representative was very nice, told me it was obviously an error. She was kind enough to contest the claim for me. She said they had 60 days to review it and then 90 days to make a decision. I thought about it for a couple of days and called back. The next claim representative agreed with the first and confirmed that the appeal was in process. She said that it would probably be less than 90 days because the appeal was pending and it clearly was their error. Next, I received the denial in the mail. WTH? I would suggest there should be a separate process for claim adjudication when the ERROR IS THEIR FAULT! Two hundred and fifty dollars is a lot of money. Just saying. Not surprised Excellus has a one star review. read more

Company is the worst to deal with asking for services patients are entitled, misinformation about the procedures is the way the company delay services to the clients. At the end, they deny the service after months of delaying. DON'T USE THIS COMPANY. read more

I am a medicaid recipient and new to Excellus. My first step trying to start my helathcare is just getting a PCP, which seems like it should be simple. But it is not. First I was assigned a doctor as my PCP that was not actually accepting patients. Then, online I worked through the list of doctors who were providers that I could go to with this insurance, except that not a single one of them was accepting patients (although the website said they were), minus two. The first doctor was scheduling out into May at the time of my call in December. The second was part of some extra insurance doctor program that required a $2000+ initial fee to get an appointment. After following up on this payment and office, Excellus said there was nothing they could do. I am on Medicaid for a reason, and a $2000+ initial visit payment is more than a little prohibitory. What I figured out from talking to doctors and workers at Excellus, is that Excellus just does not update their website regardless of how many times doctors contact them to change whether they are accepting patients or not. Don't get me wrong, the individuals that I spoke with at Excellus were friendly, as helpful as they could be given the circumstances, and generous with their information. But, the larger system of Excellus is a joke. Their administrative world does not function it seems and you will struggle to get meaningful care through them. New York state really needs to spend some time deciphering whatever is happening with this company. read more

their app is ridiculous I can never get on it I put my name and password and it says too many failed attempts???? I only did it once i cant get on my app at all the techs are incompetent read more

I have a commercial Excellus product. They have denied a pre authorization for a medication despite the fact that I meet their criteria. When questioned about this, the company rep states they have no idea why it was denied and I can file an appeal. Another step, the insurance company hopes I don't do. Myself and thousands of others are being actively discriminated against secondary to our diagnosis. This is a direct violation of the ACA. The representative then refused to give me any contact information for administrative nor did she know if this BCBS group is for profit or not for profit. This is why people are so frustrated with health insurances. read more

I don't know if there are any good medical insurance companies, but excellus tries hard to be one of the worst. Like most others they find creative ways to deny benefits while posting insane profits. I don't have the answers but this certainly isn't the way Healthcare should be. read more

I have cancer. I was unhappy with my treatment options and wanted to get a second opinion. I wanted to go to Roswell Park, but Excellus would not cover the visit because it was "outside the coverage area." More recently, Excellus has denied recommended treatment options for me on several occasions only to reverse course at the last moment, creating a great deal of unwarranted stress in the process. Unfortunately, Excellus has essentially a monopoly on coverage where I live, so I don't have another option. Aren't health insurance companies great? read more

A year later, I am still trying to get reimbursed for three dental bills! Upon calling them, I was told that the form wasn't filled out properly. i talked with Ta representative and personally went to the dentist to verify the information and then spent money to fax new forms. After months I called again, and they said the checks were in the mail. Months later I called again, and they said they had sent the them. I never received anything. They said Ithey would cancel the checks and issue new ones. The new ones never came. This is absurd! This company is a mess; I have sympathy for the poor reps who have to deal with people. I will certainly drop Excellus next year. read more

try calling customer care ( 1-877-883-9577 ) to speak with a representative is a waste of time. The only connect is with a computer generated advertisement to enroll in programs I am not interested in. when told to press # for further assistance you get disconnected. Have one of the senior staff call the care number to try and get help. it is a disgrace !!! inorder to get connected to a representative I called the busisness number. the rep I spoke with said first they heard of any concerns. doesnt supurise me. read more

Mom mother was recovering from surgery in a skilled nursing facilty when the social worker walked in and said that Excellus Blue Cross Blue Shield had denied coverage and she had to pay from then on or find some other healthcare provider, since her insurance was denied. They also said she could apply for Medicaid if she was poor. My mom had paid her taxes and Medicare deductions since 1950. We ended up moving her out of this facility.. If you are 65 or a loved on is and If your employer or agent offers a, Excellus Medicare Advantage plan through Excellus BCBS, do not sign the plan! I am relating this after the disaster that befell my 87 year mother who was denied coverage. She had to have a permanent colostomy after a week in the ICU and a bowel obstruction surgery which cannot be reversed. Medicare Advantage plans are administered by private insurance who, in my opinion, study ways to cut coverage with much more scrutiny than standard Part A original Medicare Plans, in order to make the company's federal expenditure look favorable and receive federal benefits for these cost savings schemes. My mom was denied over $20,000 in Skilled Nursing by Excellus BCBS after her surgery and prolonged recovery, which she is now 100% liable for. Every nurse, every doctor and everyone I have conferred with about this has said "If you mom had had original Medicare Part A, they would have covered her stay past the 28 days in skilled nursing". She was in Skilled Nursing for around 70 days. I was there and it WAS necessary. We think Excellus BCBS Medicare Advantage puts especially stringent examinations to the determination of medical necessity of care in order to save money. Remember Medicare Part A covers a patients Skilled Nursing through days 1-100. I can tell you, beyond a reasonable doubt, that my mom did indeed require this nursing care and it was appropriate and should have been covered. So my 87 year old mom will have to pay the $20,000. It was worth every dollar for the care that was necessary. We will also tell our story to everyone. Do not sign up for BCBS Medicare Advantage. Talk to your employer. Ask the to find a better insurer. One that does think age matters when it comes to skilled nursing and the necessity of care. No matter what you say in response, this is not right. If your parent has an Advantage plan, please switch, talk to your independent agent. Tell them my story. I'm sure they've heard many like it. My mom and I will continue to fight this injustice. Rip Off Excellus BCBS Medicare Advantage read more

Fantastic Company! I have been with Excellus BCBS nearing five years now. As it is a large, multifaceted company, it will not be without it's errors or faults. However, the way the company deals with hiccups is fantastic! I have been incredibly happy with my coverage, included benefits, prior authorization process, and the level of customer care I receive. read more

The worst, most useless insurance company ever. If my employer didn't cover the bulk of my premiums I'd be better off not even having insurance than wasting my time with this horrid company. My deductible is sky-high so I never reach it and most medical bills come out of pocket, but that's expected since insurance is primarily for true medical emergencies. Yet each and every time I get any medical or Rx bill, it is a prolonged battle with this company to get it credited towards my deductible. They regularly insist on requiring multiple mailed documents with intricate information from every party involved (doctor and pharmacist) to approve claims, and then take weeks to respond by mail or claim they've received confirmations. They foist all of the legwork for this on the consumer, who has to take tens of hours of time getting these ridiculously long forms filled out by providers and pharmacists, then when they receive them they sit on them for weeks to delay the process and then claim that the period they can reimburse for has passed and thus they aren't responsible for payments. The goal is clearly to create such a headache for the consumer that they wind up simply giving up and just forgoing it count towards their deductible. My company switched insurance to them a year and a half ago and I went through a six month battle with them for one medication I've been on for years with them claiming it wasn't approved by my doctor or my prior insurance. Despite me repeatedly sending in mailed confirmations from both, it took months before they finally agreed to process the medication against my deductible (keep in mind, they still weren't even paying for it, merely crediting my payments towards my deductible!), and even then they refused to credit the first three months of this $400 a month medication as the expiration for claims had expired (only because of their delays!). I submitted a claim in late February for a several hundred dollar one time medical bill this year. It was not until MID MAY I received a mailer from them denying it, even though I submitted every piece of information on their claim form, and them sending another form with lots of new required items. Rather than have an encore battle, I just chose to eat the $250 cost. If you're considering buying a policy with them and your employer isn't paying the bulk of your premiums, don't bother. It's not worth it and you're better off going without insurance and saving the tens of hours you'll waste each and every time you file a claim. read more

I'm a long time customer and they just cancelled my coverage without contacting me. It seems like a billing mix-up, perhaps, but no one reached out, they just left me without coverage. I renewed like I always have each year, in Nov. They just stopped charging my card after the Dec payment. Rather than contact me to work out the issue, they just cancelled the policy after 6 weeks and sent me a letter saying so. Clearly, they know at least one way to contact me. I know there's no competition but they don't have to rub it in. read more

This company is a JOKE. I set my wife up for Exxellus Medicare Advantage policy. After 3 weeks, still no policy, no subscriber ID, switched between sales and customer care spending over 3 hours on phone calls because NOBODY knows how to process an application. Melissa Gore took my application and now it still is not processed. Avoid doing business with this garbage customer service company they claim is so easy to deal with. The worst! read more

Beautiful building. Friendly staff and excellent parking. Customer service is top notch. Anytime I have a question I don't hesitate to call or speak to someone. Highly recommended. read more