Accolade Arvostelua 

Accolade seems to be nothing more than a gatekeeper service to keep you from actually speaking with anyone at you insurance company. I've had an issue for a week getting an authorization for surgery. Accolade/Anthem has completely fumbled the process every step of the way and neither company seems to care in the slightest. I tried to find a therapist earlier in the year, the doc finder info was out of date in many cases, called several providers, no one returned a call. Finally just gave up. Really hoping I have other options when benefits elections come up later this year.

I am an employee of the University of California, on the Anthem/Blue Cross PPO plan that uses Accolade as “health advocates”. What a disappointment! They just seem like an added, yet ineffective, layer of bureaucracy intent on appeasing customers without actually ADVOCATING. For anything. They told me 4 months ago that my out of network therapist was approved to be covered at in network rates (because there are no available in network providers). Then all summer Anthem processed the claims wrong and didn’t reimburse me for thousands of dollars they owed me. All along I told Accolade about the problems, and nothing has been fixed. Then, a week ago, the Accolade rep told me he had good news—Anthem approved covering my therapist at in network rates, backdated to April. Setting aside the fact that it had already been approved in March, the claims were re-processed incorrectly after this supposed approval. They still owe me over $2000. And Accolade rep says, it’s going to take up to 45 days for them to reprocess my forms. When I ask for it to be expedited, given the comedy of errors, I just get attitude from the Accolade rep. The idea that they are advocates in any way shape or form is such a joke! The University of California should be ashamed of itself for providing such substandard health insurance access and advocacy to their employees!

They seem to have no purpose other than blocking my access to speak directly to my "premium" cough, cough health care at Blue Shield.

Now, a computer-generated system answers their phone which adds about an extra 6 minutes to the wait. Oh, I can hear "her" typing away but nothing happens, then finally I am transferred to a health associate and no one picks up. I've used their app as well. Not good. My dedicated health associate hasn't responded to my requests in months. The general health associates write back but do not solve even simple question. It's ridiculous. This company is so unnecessary and unhelpful. They do not care about the consumer and I am guessing they hire minimum wage workers to handle these situations. It's insulting and such a waste of money and time. They helped me with one problem in 2022 but since then it is a complete joke. I can read my own benefits manual and fill out forms. I don't need a company who just cuts and pastes my benefits as an answer to my question. I am so disappointed the way they run their company. Someone at the top, needs to know this if they don't already. They need to spend the extra money and hire professionals who understand medical procedures and billing. I want to talk to or text a real person who is my advocate. Isn't that their purpose rather than acquiring companies to look good to the VC's? This is not better healthcare in any way, shape, or form.

June 17, 2023 - this is an update date to a previous review. I answered another questionnaire about Accolade. Again, I informed them that I had not received any assistance with my request. I received another call from their management team on July 17, 2023 to smooth my ruffled feathers. Promising everything would be taken care of this time. LOL. Now it is July 25, 2023 and no contact from Accolade and no changes completed just I as told them it would happen. Such a waste of money for my company. By working thru back doors, I was again able to complete my request and received the answer I needed without Accolade's help. There truly no need for Accolade's services.

Since American Airlines has used Accolade to service their accounts it’s been one problem after the other. They are inefficient and do not do what they say they will do to help with your claims or issues. They are all remote workers that know nothing about your issues and do not want to go the extra mile to help. Massive inefficiency as everything else going on right now.

Accolade is a gatekeeping service. Representatives read from a script and cannot answer questions regarding benefits. The info they provide is the same as the handout we were provided during open enrollment. They are rude and refuse or can’t answer more complicated questions, leaving you uniformed about your true coverage. Since my employer contracted with Accolade as a “concierge service,” my ability to receive medical care has been delayed and diminished significantly and I never know if services will be covered. I am now not even allowed to call Anthem to get real answers. This is the biggest mistake my employer has ever made. My health is suffering because of Accolade.

I'm forced to use Accolade through my employer.

It took several months and at least 4 different Accolade representatives to resolve a basic coding issue. Accolade flip flopped on the explanation they gave me for why I had to pay it out of pocket. With inaccurate context, my attempts to resolve it myself with my health provider were unsuccessful for a long time.

Accolade made a few separate promises to follow up with my provider and with me, but they broke that promise except for the last time - after I'd written them a negative survey response (which I suppose is the only way to get them to do their job).

I think they're unorganized and sloppy; I think it's a shame my company is presumably dumping money into this actively unhelpful service.

I've found Accolade to be worse than having nothing - like the reps I talked to were actively working in the insurance company's interests.

They thought it was perfectly reasonable for my extremely expensive and comprehensive insurance plan not to cover a single preventative doctor's visit in a year, and acted like I was a criminal for wanting my insurance to pay its share. One of their reps actually accused me of fraud for wanting to file an appeal.

This isn't a case where I was wrong about my coverage and am just sour about it. I was correct that this should've been covered. The insurance covered it in the end.

If I'd known how much BS Accolade would put me through to resolve it, I would've just eaten the cost. I wouldn't be surprise if that's intentional.

Accolade is offered to me by my health insurance. Whenever I ask them a question, they do not have the answer and furthermore, when I have asked questions on their on-line platform they do not reply. I do not recommend this service.