Independence Blue Cross 1901 Market Street, Philadelphia, PA 19103

"The portal on your website that asks you to choose a primary care doctor malfunctioned and I ended up being charged for the month twice. That's whatever, but I've been trying to get the extra payment I made because of it refunded for a week at this point. The first time I called the help line, they told me they'd process the refund on Monday and I'd get it by Wednesday. Yesterday, I called and the automated voice said to leave my name and they'd call me back within 20 minutes. They never called me back though. Not at all. Today, I waited on hold for 30 minutes (it said I'd be served in 10 which is already frustrating). After 30 minutes the dial tone hit and I thought I'd be speaking to a love person. Nope. Dead silence. For five solid minutes while I tried to ask if anyone was even on the other end of the line. Your operator system connected me to a dead line. This is far and away the worst service I've had from a company. It should not take a week and three phone calls to get that money refunded and I'm really just trying to verify the refund got processed. A very simple question. I have other bills to pay and I need that money to cover them. We're not all able to eat the cost of a double payment because the system glitches out, so for the love of God can I please just get some help around here? It shouldn't be this complicated."

"Sherry was phenomenal! She exceeded my expectations. She took the initiative to solve the mess that was created by previous representatives. She clearly and quickly articulated what the problems were and then she helped solve them. Sherry took care of my insurance needs, and she also took care of me as a customer AND a person. I feel so fortunate to have had her in my corner."

"I have been trying to cancel my plan for over two weeks. I have spoken with customer service seven times and still have had no luck doing so. I need the letter of termination so I can enroll with a new health care provider. Now it is the end of the month, leaving me with very little time - and the probability of having no insurance for days or weeks. The customer service is awful and the language barrier makes things extremely difficult. Yesterday I was told my cancellation request was not even made until 10 days after I called for the first time. I have been told lies again and again. It is unacceptable that it has taken this long and that I have to work this hard to cancel my plan. I need answers now."

"We anticipate the day when medical insurance goes back to not only affordable but has superb coverage as well as literal customer service available to talk to without waiting an hour on hold to be disconnected. For the monthly premium we’re ripped on, deductible we’ll never meet and about 50% coverage, we expect someone to answer the phone as soon as we dial in to the customer service. Years having the same policy number and suddenly our new cards come with no notice of why it changed. We have countless offices/pharmacies/hospitals for all family members we need to change which is a pain!"

"Mrs. Q.Walker was phenomenal! She helped me find the coverage I need, looked up all my prescriptions in order to best help me, looked up all my providers, as well as helped me make calculations to help me make an informed decision. She patiently listened to what I needed and did her very best to walk me through the process and explain every step of the way. Mrs. Walked was caring, professional, patient, kind, and a true pleasure to work with."