Accolade Arvostelua 

Another version of useless service, meant to fool people that they actually get something for free for the money they pay for insurance. How can a virtual check up work? You might as well google symptoms and get the same result.

Therapists are an insulting joke, a session of 30 minutes with some bored, demotivated, incompetent so called therapist, who barely opens her mouth, no feedback, no advice, she just checks a session on her schedule and gets paid.

The quality of medical services and insurance companies got to be unacceptably bad. A lot of money for constant stress and frustration, hours on the phone trying to convince some illiterate receptionist that you need a certain procedure. Blue Shield should focus on quality in office medical care and decent coverage, access to good quality care, without patients having to beg, rather than these useless stupid services that help zero.

Sadly, I had to at least give them one star. Accolade is completely useless. Providers that are listed on their app as 'in network', aren't. When I called and asked about this, the rep told me that the provider was not listed (they clearly were). They told me that my procedure code was not covered, but told my provider that it was. Very conflicting information. Was told they could not provide cost estimates for procedures. So not exactly sure the benefit of using Accolade. Waste of time for me.

The company habitually refuses to answer calls to "care advocates", leaving clients on hold for very long periods, never answering, eventually disconnecting. This has happened repeatedly, more than a half hour.

They intentionally understaff in order to drive clients to the web to unilateral communication and bots and more delays.

Shameful.

Absolutely terrible. Been trying to resolve an issue for over 2 months, numerous phone calls and using the APP... still getting reply that have nothing to do with my request. It seems their strategy is to just not address the issue and hope you go away..

Site is so unresponsive

Accolade is inefficient, ineffective and incompetent as a third party advocate. I had a simple billing issue and it’s been dragged on for over 2 months. I have BCBS of Illinois and subscribers have to go through Accolade for everything. Problem is they don’t know anything so I end up having to advocate for myself. Provider followed instructions on back of my insurance card and billed to the local plan, which is BCBS of California which is not right because they said my coverage lapsed. Accolade was unable to give me the address for them to bill it. They instead said they’d email the address to my Accolade account so I have to download their App and setup an account which didn’t work. So frustrating!!! What a waste of money for the insurance provider to hire Accolade.

- First tried their advice nurse. What a contrast to the knowledgable Anthem Blue Cross advice nurses I had previously been allowed by U of California to use. Person was clearly clueless so I had to go to the doctor instead.
- Needed to find out if I needed a preapproval. Was on hold for 45 minutes. Listened to an endless loop of one song. Clearly trying to get you to hang up. Once I got through to the right person they wanted to read me a commercial about their services. Strange.

I called Accolade to find out if there was a tier one wound care clinic within 50 mile radius of our house. The Accolade representative placed me on hold. She checked for 5 minutes and could not find a clinic. Then she told me she needed to send the request to the request team. She also told me that the research team was running behind and requests were taking 5 days to process.

A week later the representative leaves a voicemail message apologizing and saying that the research team needs another week.

The next week she leaves a voicemail message saying that the research team was unsuccessful. (I live in the Bay Area not a remote place.)

Why the University of California chose spend money on this company needs to be investigated.
Wound care is something that needs immediate attention and I did not wait for a second week for Accolade to sort it out and ended up paying more out of pocket to go to a local wound clinic so I could stay out of the hospital. Thanks for nothing, Accolade.

I could not get a person that could assist me on the phone. I was transferred multiuple times and sat on hold for a total of over 3 hours. Absolutely HORRIBLE customer service experience!

Working for my health insurance company they are using Accolade and they suck for lack of a better word. I’m currently on the phone with a representative now who has no clue what an appeal is and is asking so many questions only to put me on a long hold because she doesn’t see the appeal. They are not medically trained either and it’s basically like they are gatekeepers BEFORE I am actually able to speak to BCBS.

Been with BCBS for over 10 years. This is the first year we had to use Accolade Health and it's been the worst experience EVER. Had better customer service prior to this program. Long wait times and extra unnecessary steps to move authorization from one in network vendor to another.

This Monday I had a phone appointment with an Accolade Care Doctor. He looked like he just got out of bed. The call was a complete waste of time. I asked for a Lab Order for blood work. He agreed and stated it would be coded to minimize my cost out of pocket. When I received the Lab Order it read Diagnosis Code Z1389 (rather than a preventative code). The diagnosis code he wrote would entail I could be charged for the full amount, well over two thousand dollars for the blood work as the order noted. If he had coded it correctly as preventative, it probably would have been covered by insurance and I would have been charged nothing (or very little). The person I spoke with today was very rude and hung up the phone without addressing the error/problem. However, she did confirm I was correct, that the Code Z1389 would have caused me to be responsible for the full cost of the blood work.

I unfortunately had the experience of working here for short period. I had to clean up so many mistakes from other health assistants at Accolade. This company operates as an insurance company, but they are not an insurance company. Many of the health assistants have no clue about complexities of healthcare. There is no internal auditors at Accolade,so it's basically like the wild wild West.

Accolade is a useless service that adds bureaucracy to the already complicated world of healthcare & insurance.

Something as simple as inquiring about claim status or review a claim that was filed in the wrong currency takes weeks and at the end of the day they will just say there's nothing that can be done.

If your company allows it, I would bypass Accolade and just call your insurance directly; when United Healthcare was able to service me directly, they got things done much quicker and correctly as soon as you call them. Unfortunately my company has since forced us to use Accolade to interact with the health insurance provider

Everyone who has complained here are all correct. You can’t talk to your actual medical insurance company, nor can your doctor. They tell you they’re connecting you to who you need to speak with and then you get a voice mail, leave a message and they never call you back! They never call your doctor back! Doctors should be treating patients not being ignored by sub par gatekeepers that have no interest in helping the members. Apparently according to them, chemo is not medically necessary for Cancer patients after it was approved by the prior insurance Company and received for 3 months before the employer switched health providers that included Accolade. God forbid something happens to my loved one with cancer and I will be suing them for negligent homicide for deliberately delaying care. We only started with them on 1/1/24 and have been calling them multiple times daily. I truly believe companies hire them so you do anything possible to avoid using the employers healthcare and look for other alternatives.

Accolade is a company that was put together by a billionaire tech venture capitalist who bought a bunch of “tech” medical companies, cobbled them together, and is calling it “advocacy” or concierge care.

Accolade is a medical management company that reviews for medical necessity-period. Accolade has purposefully made the process burdensome for the doctors and providers who are tasked with seeking PRIOR AUTHORIZATION. So, when your doctor orders an MRI, or physical therapy, or a planned surgery- those treatments will be denied if Accolade hasn’t provided prior authorization. This seems reasonable- except; the accolade staff are all mostly new employees, working remotely, who don’t understand your individual benefits - and it feels like none of them care.

I’ve had three diagnostic tests cancelled by Accolade and my partner had his surgery held up (on the day of the surgery) because of their mismanagement of the prior auth process. The prior are process is all manual (faxes) from our doctors to the Accolade staff (NON-clinical!!!!) who check to see if all the codes/info is correct. If your doctor failed to fill out an element in their form- well the process stalls and sits on an Accolade desk until you or the doctor calls to complain. Oh, and their phone system is a mess and you can plan to be on hold for at least 5-10 minutes.

Accolade is obstructing access to medical care by over-hashing the medical necessity review process.

Our healthcare premiums went up $200 in year two of my company’s Accolade contract. Accolade charges approx $150-200 per member, per month for their services- it’s gross and this is why healthcare costs are rising- everyone is trying to get a cut! This is another publicly traded company that reports to their investors and couldn’t care less about actual illness/wellness, as evidenced by their poorly run company.

They dictate what is approved, not the physicians. I have been denied twice for two different reasons. I suffer from their lack of insight. It will cost them more money in the long run due to more surgeries unfortunately.

Needed a virtual appointment. Earliest appointment was 2 days away. Said I could speak with a nurse. We on hold for 45 minutes. Finally give up two hours later nurse called back. I was already at urgent care by then. It’s really scary to think that you depend on these people and they’re never available.

This company is a complete joke with "Medical Assistants" who have no idea what they are talking about. I have received different information from each representative I spoke with and all of it was incorrect. I now have a $3000 bill for a metabolic panel that 100 percent should have been covered in my high risk pregnancy. This company and Anthem insurance have done nothing but cause additional stress throughout my pregnancy by denying coverage that was necessary. I am wondering if they get incentives for ensuring that paying members don't have the information needed to file claims appeals, which is what happened both times I called them for assistance. Very frustrating and disappointing experience and I plan to file a formal complaint with the state.

I wish I could give 0 stars to this company . They have no idea what they are talking about. Their main goal is to push you away without any credible explanation. They just lie straight to my face coming up with fake reasons why my claim was not paid. I will call my company’s benefits dept and demand to provide more coverage options.