AccoladeReviews of accolade.com

Waste of time and money. They give referrals to doctors who do not accept Accolade. You have to find this out on your own and wonder why you're unable to make an appointment. Or, you make an appointment and wait for 'insurance authorization,' only to find out after three weeks that you are not eligible. They don't reply in their Accolade chat. I spent two months trying to see the specialists I needed, with no luck, thanks to Accolade. I will change my group to another and forget Accolade as a nightmare.

This has to be one of the worst services my company decided to work with. In order to get answers from my primary insurance I have to work with them. They are supposed to be knowledgeable about claims, bills and authorizations. I made three separate calls: the last one the care coordinator let me know she didn't have a phone number for prior authorizations so couldn't help me. The first one let me know that if the claim says I don't owe anything then not to worry, even though the doctor is putting me in collections since the insurance company didn't pay. Horrible!

Having to use this service has wasted so much time for me. They are just gatekeepers preventing you from talking to the insurance company and delays you getting actual help. I can’t even make an account on my insurance’s website and have to go through these people who don’t know anything. They need to go away because they are a waste of time and money.

It's crazy that my employer pays money for this "service," when Accolade simply adds another barrier to obtaining information or resolving issues (by preventing members from having direct contact with the insurance company). Accolade reps have very little understanding of our plan or the healthcare system in general. Over the years, I've constantly received conflicting and inaccurate information about coverage, plan rules, and in-network providers. When it comes to billing disputes, you can try contacting Accolade, and they will give lip service to resolving the issue ... then weeks and months go by without progress. One rep's excuse was that they don't own a fax machine, so it's hard to imagine they're serious about communicating with healthcare systems. I've only managed to resolve billing disputes by working around Accolade to call billing departments, patient relations departments, etc. on my own. In addition, they claim to give you a "care advocate," but it's virtually impossible to reach that advocate. I've tried calling the extension provided, and they've picked up 0 times over the years. I've also tried to leave messages, but they've returned my call only once over the years. There is no accountability or motivation to help. Zilch. Nada. As someone with chronic health issues who's navigated my fair share of healthcare, the service is truly abysmal compared to any other healthcare entity I've communicated with. As much as our country hates insurance carriers, Accolade is 10X worse because they can't actually help, they can only delay your care or insert themselves as a barrier when trying to resolve an issue.

Accolade is a service that my employer pays for to supposedly help us with claims and other medical support. I have actually had good luck with their nurses. They were kind and knowledgeable. But the customer service on anything to do with claims or billing is absolutely horrendous and a complete waste of money for the employer. I do not recommend them at all. In the particular Claim most recently I had an issue with, I faxed them the paperwork four times with zero response or payment. All four times asked for a supervisor to call me since I wasn’t getting proper service and no one ever called me. The claim still isn’t paid and this has been now 2 1/2 months. This is not the first time this has happened either. They make a habit of not doing what they say. I am going to be filing a formal complaint through my employer. It is a waste of money for them.

This company is literally full of criminals blatantly ignoring anti-discrimination laws and denying coverage for needed treatments.

There should be an option for zero stars. I have been doing their job for months because they are so useless. They don't care since the insurance providers pay them. Their CS was great at one time but has gone steeply downhill in the past year or two. Getting any answers is an exercise in futility and none of the representative can or are willing to think outside the box and put their script aside. Getting a supervisor can take days or weeks, if you get a call back at all. The messaging feature does not work well and although there are opt ins for push notifications for new messages, they never work. I was finally able to opt out of this incompetent and useless service, and contact my insurance provider directly.

You constantly get the runaround. You get scripted answers and then they want to transfer you to somebody else. I worked for an insurance company before and the way that they handle things at Accolade is unacceptable in my opinion.