AccoladeReviews of accolade.com

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.